We’ve all gone though this at one time or another. You walk in to your salon or barber shop, ready to get some ‘hair luvin’ without realizing that your stylist/barber is thinking in one form or another, “Should I hit automatic pilot as I cut this guy’s hair, give him the ole 1:2 on the doo, or really put some effort into it…?”
We all do it – there are simply some things that we know so well, we can do it in our sleep. We can get away with it the first few times quite simply because we really can do this in our sleep. The BIG PROBLEM comes in when you rest in that confidence, thinking that since you don’t get any complaints, it’s all good. As a customer, it is soo much easier to walk away with something that can either be ‘fixed’ with some extra hair gel or grow out within a week. That doesn’t make the experience of getting sub-par service any better –it just adds some caution to the overall experience.
But who the heck needs that?!
You want someone to come to you with excitement, eagerness and anticipation for your services – not caution. Your level of service or expertise should never come into question – that’s why they originally came to you. You brought the goods the first few times or had the street cred that validated what can be accomplished with your help. But the moment you star to falter with your product (in ANY industry), is the moment your customers start to look at your competitors.
The worst part about this kind of scenario is that you start to put your customers in a bad place – they want to be loyal, but you’ve given them a reason to consider someone else. They stick around with you, but don’t say anything because it’s a little awkward – you’ve established a familiarity with them that makes it a little uncomfortable. It’s like watching a cousin do what they think is breakdancing…
…they really believe that they are the bomb-diggity, when, in reality, it’s just a mess.
Customers star resenting you. And why not?! They feel as if they’ve been betrayed, misled and sucker-punched. You brought them in with your A-game and handed them off to your third-string lineup after the first few months…just long enough to feel comfortable and safe.
So, what are you doing today to make sure you’re not on auto-pilot? When’s the last time you engaged your customers on an honest level?