If you had a long time, loyal customer would you do just about anything to keep them happy? We would.
Recently, one of our elderly clients announced that she was probably not going to come to anymore of her hair color appointments, appointments that she had booked consistently for 20 years.
The reason? She was getting too old to drive herself the half mile commute to the salon every month. This client lives alone, is a widow, and has no children. She did not want to bother her few friends that still drive. She gets so much joy from being in the salon every month. She says, “hello,” to everyone with a big smile and she is a true delight.
Because of her age she knows nothing of Uber or Lyft and my attempts to get her to use her cell phone to utilize such services were overwhelmingly intimidating to her. She looked like she was going to cry when she told us she’d no longer be a client. She is very fashionable and takes great pride in maintaining her hair. The sadness on her face made me want to cry. How would I feel in her situation?
I made a very gratifying decision. Yep, it was time to step up and offer to pick her up and take her home so that she could enjoy having her hair done. After all, it was only once per month and only one half mile from the salon.
I left early one Saturday and pulled up to her home. She was waiting out in front with her make-up done, her designer handbag, and her cane. She had the hugest smile on her face. It just warmed my heart! I helped her into the car knowing that I was doing the right thing. She is getting so frail and it was so time consuming to get her into the front seat that I could not help but wonder how she made it to her previous hair appointments! And I also wondered how on earth she is managing living alone.
She thanked me during the entire appointment and told other guests how much I spoiled her. I took her home and made sure she was safely inside. A few days later I got the sweetest note in the mail. I made sure that I went through her appointments and allowed myself time to continue to transport her. I also began a gentle conversation with her about selling her big home and moving into a facility that would provide her companionship, transportation, and other amenities she would enjoy.
It’s our job to make our clients feel great. But, I think I benefited more than she did because it was one of the most rewarding times I have ever had with a customer. We always say we love our clientele. And on this day, I could tell she felt loved. It was a great day!
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