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異業種に真鍋

坂口さんのルンバ神対応を読みました。
壊れたルンバのバッテリー以外を交換してくれたとの事。これ、僕的に驚きつつ納得な感じです。
かつての任天堂がそうでした。ゲーム機DSが大HITして利益絶好調の頃、DSが故障して修理に出すと、メーカー保証期限過ぎているのに、修理どころか新品が送られて来たのでした。
会社の利益と、DS事業の経費バランス等でそいう対応だったのでしょう。
同様にルンバもそんな感じと想像します。儲かっている会社はやはり対応がいいですね。
坂口さんのblogで、本体交換以上に特筆すべきは電話での気遣いです。壊れたルンバで「お怪我は無かったですか?」という一言。
いやいや、そんな怪我なんてしてませんてー!?と思わず心で叫びたくなるに違いありません。
で、この気遣い多分マニュアルです。僕も5年ちょっと前に同様の経験ありました。インターネットのモデム故障、サポートに電話しモデムの症状を聞かれる。
「ネットに繋がらず、本体に触ったら熱かった」にすぐさま
「緒形様!その際火傷やお怪我はございませんでしたか?」と心配してくれる。そんな~怪我なんてあせあせ(飛び散る汗)
20160728130828.jpg
その瞬間、電話の向こうにいるのは素敵なお姉さまに違いない!と思ってしまいます(笑)
ということで、異業種に真鍋!じゃなかった、学べ!(笑)
美容室にかかってくるお客様からの電話対応、お客様の母の気持ちで心配しなきゃ!ということです。
あ、それは大袈裟か?
皆さんのサロンでは、お客様からカットやパーマの仕上がりが気になると電話頂いた際に、お客様のこと心配していますか?
心配じゃなくとも、しっかりお詫びできていますか?
「あのー、先日かけたパーマのかかりが悪いんですが」といったお客様からの電話があったとします。
よくある美容室の対応を要約すると
「ちゃんとスタイリングできてますか?」とか「パーマ後すぐにシャンプーしちゃってません?」とか、お客様きちんと対応できていますか?というニュアンスで返していること多いと思います。
これ、僕から言わせると想像力足りていません。
お客様の気持ちを想像してみましょう。お客様の心理はこんな感じのはずです。
『パーマかけてもらって嬉しいー。あれ?でもなんか上手くいかない。スタイリングの仕方が悪いのかな?じゃあ、こうしてみたら上手くいくかな?』
こんな気持ち×数日間なのです。
来店後数日経過しているという事は、数日間お客様を困らせているんです。迷惑かけているのです。
なので、お客様からそのような電話があった場合詳細確認の前に「申し訳ありません」と全力でのお詫びが最優先です。
お詫びしてから状態などを聞かなければいけません。
お詫びして「お怪我などはございませんでしたか?」と聞かないと。って、美容室では聞くことないか(笑)
お客様心理的には、美容室にやり直しの電話するのは案外面倒だったり不安だったりハードルがあるのです。
しかも、数日間試行錯誤しているわけで、そのうえで勇気を出して連絡してきているのです。
そのお客様に対してお詫び以外ないですよね。スタイリングのアドバイスなんて電話でしてもしょうがないです。
お詫びして、不具合を解消したく、また状態確認させて頂くために「お手数ですがご来店頂けますか?」と伝えなければいけません。
ちなみに、僕の場合パーマのかかりが弱いとのことで再来店頂いた場合、一瞬の状態確認でパーマかけ直します。
ああだこうだ言ってる時間があったら、1秒でも早く還元剤塗っちゃいたいから。
お客様が弱いと仰ったら、グリグリ、チリチリにパーマがかかっていたとしても、それは弱い!といことでわーい(嬉しい顔)

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