“You had me at Hello” – Putting the Magic in Customer Service!

I had a memorable customer service experience this past week that I have to share with you.  I’ve been playing the shopping experience over and over in my head because it left such a positive first impression that we can all learn from and duplicate.  Here are some tips to get your customers to say “You had me at Hello”.

First, there are two different elements of customer service that we measure.  One element is called the “basic”.  The “basic” describes the technical elements of the visit – such as greeting customers upon arrival at your store, knowing your products,  store rules, etc.  The second element is the “magic”.   This element measures how you “felt” during your customer service experience.  When you combine these two elements in a positive, meaningful and tangible way, you have delivered exceptional customer service and you are on your way to creating a raving fan.

I was shopping for hair products at Sally’s at 7th Street and Bell in Phoenix.  When I arrived at the store, the sales associate was busy with another customer.  She quickly acknowledged me and said that she would be with me in a few minutes.  When she came over to help me, I told her I needed some products and wasn’t sure where to start.  Her comment was “no problem, it’s really easy and I’ll show you what you need.”  She asked me several questions and recommended different product and what works best with what.  I felt like I was getting insider information.  Based on her recommendations, I gathered my goodies and presented them to her at the counter.  She covered the “basics” of the visit – greeting, advice, recommendations, checking in with me, etc.

Here comes the “magic”.  She assured me I made a good selection.  She took the time to explain exactly how to use the product and how easy it was.  She told me I didn’t need a few of the items I had selected and told me why.  She also asked if I had some other items that she knew I would need at home.  Upon hearing that I didn’t, she gave me free samples that I could use instead.  She also asked if had a Sally’s Purchase Card because it would save me money on future purchases.  I said no because I rarely shop there.  She quickly said that she would get me one on my next visit – as if she knew I would be back. 

Now, it may sound simple to you, but how many businesses get this right?  We are rarely greeted at the door, provided help, and encouraged to buy only what we need.  You bet I’ll be back to Sally’s.  The sales associate made my day and managed to put the “basic” and the “magic” in my customer service experience.   Good job!

More from Captivated Customers

• Top 10 Customer Service Tips for 2010
• 3 Customer Service Myths to Forget
• The Loyalty Lady Drives Customer Retention

Captivated Customers Recommends

• Apple has lost the magic (Tyler Hurst)
• How Guest Blogging Made Me 5-Figures in 2009 (Ann Smarty)
• Why You’ll Never See Ads on DannyBrown.me (Danny Brown)