Issue link: https://www.ascpskindeepdigital.com/i/1315477
56 ASCP Skin Deep January/February 2021 I ended up having a very pleasant and informative conversation with him, and he gave me a quote I felt comfortable with, so I decided to move forward. I was told to watch for an email with a contract that would arrive in a few minutes. Once signed, he could do the service that week. I waited two days for that email. It didn't arrive. I like to give people the benefit of the doubt; perhaps he wrote down my email address incorrectly. I called and left a message. It took two more days before I received a return phone call. Since he's not the only solar panel company in town, I found another one I was able to talk to right away. We set up a date in two weeks for them to come out to give me a quote. I was then told that it would be another two weeks before they were available to do the job. Busy company. I asked for a guesstimate so I could see if they were in the ballpark of the first company. The young gal on the phone told me that she would look at a few invoices from homes in my neighborhood and call me back. She called back within an hour. The guesstimate was $200 more than the first company. Looking at how things were handled with both companies, which company do you think I used to clean my solar panels? I chose the company that was more expensive. Why? Because of their attentiveness to my needs and their follow-through. I felt comfortable with their competency. My point in telling this story is that good old-fashioned customer service will always win out! DO THE BASICS What are some ways we can offer exemplary customer service? By getting back to good old-fashioned quality values. Here are a few ideas in no particular order: • Always respond to phone calls, emails, or texts within 24 hours. • Answer the phone in a professional manner. Let the call go to voice mail if you cannot answer with your full attention to the caller. You've got one shot to make a good first impression. • Answer the phone with a smile on your face. The caller can feel that energy! Safety Basics Make sure your clients know you take their health and safety seriously and have made all the adjustments and precautions necessary to be open again for business. Do this via email first. Fill them in on the protocols you put in place to ensure their safety, and then invite them back in. Let them know you miss their beautiful faces! Also, make sure there is visible signage in your spa showing that you are compliant. The safer they feel, the faster you'll get busy again. Need help? Visit ascpskincare.com/back-to- practice for practical safety tips and advice. Quality Service EVERY TIME