A while ago a friend and fellow entrepreneur, had a horrendous client experience.
While doing a bride’s makeup, the client stopped her in mid-blend and announced that
the application was in her words, ‘too heavy’. She then proceeded to wipe it all off-and
horror of horrors started to do the makeup herself.
Whether it was bridal nerves, “bridezilla” or a bridal meltdown, it was a mortifying
experience no less…and one not easily forgotten.
Our business is like our baby. Small or large, home grown, factory or office, we protect
it. We coo encouraging words, as we ensure it is bathed with social media spotlight and
dusted ever so lightly with the magic that will make it shine.
We daydream of its future and will put everything aside without hesitation, whenever we
feel it needs a little ‘extra’ attention.
So when someone makes us feel that the love and nurturing that we have bestowed on
this, our prized possession has no value, we feel the pain that only a caregiver feels. In
their eyes we are simply a service, designed to fill a need-which in most cases, is as
mercurial as a summer’s day-sunny one minute and stormy the next. They hold fast to
the notion that ‘The customer is always right’, or ‘I can get a better service
elsewhere at a better price’ (for added emphasis).
It is in these moments, when the cradle is dangling dangerously, that we must rush
forward to save our baby-our brand. We must defend it, zealously if need be, for
ourselves as well as for our future customers.
Yet because we are a service, we must also remember to be tolerant, as we first try to
understand whether there may be any failings- either on the side of the service provider
or on the side of those who consume the service offering that might have precipitated
Dita Von Teese, famed burlesque performer once remarked, ‘You can be the ripest,
juiciest peach in the world, and there’s still going to be somebody who hates peaches.’
Good advice to follow, as we continue to strive for excellence in our product/service
What are your thoughts?
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