The man has an attitude!

 

Jack Hayes, owner of Connecting Touch Wellness and Therapy 'gets it' when it comes to customer service. He opened his business in Cuyahoga Falls in 1995 and now has two locations with 15 employees.  He is one of my mentors and I love being around him because he always cheers me up.  Instead of viewing each work day as a drudgery, Jack has named each day positively:

Magnificent Monday

Terrific Tuesday

Wonderful Wednesday

Tremendous Thursday

Fantastic Friday

 I set down with Jack recently and learned a lot about the importance of positive attitude when dealing with customers.

 

What things do you do to make your customers feel special?

            Always treat them like they are the million dollar client, because they are.  I offer complimentary gourmet coffee and herbal tea.  If it is raining, myself or one of our staff will greet the client at their car with an umbrella and escort them into the center.  (In the winter, we actually will shovel a path to their car and brush off their car before they come out from their massage) We provide a nice warm neck wrap for them and we never rush them in or through the center.  I give each client a flower (carnation) as they leave and a note with a positive message on it (the Magnificent Monday Message).  And I always try to remember their name-and always greet them with a smile and a positive attitude!

 

What is the nicest comment you ever got from a customer?

            "I want to send my mom in here".  Customers compliment us with referrals.  For someone to refer a friend or family member into us is the biggest compliment we can ge, beyond what any words can express

 

Do you train your staff in customer service?

              I hire attitude.  Exceptional customer service can be taught, but mostly it is either there or it is not.  However, I stress exceptional customer service all the time with the staff and we are always trying to "out do" ourselves.  

 

What advice do you have for business owners?

            Under promise and over deliver, no matter what business you are in.  Always be genuine, the old adage "fake it till you make it" doesn't work, customers are not stupid, they know if you are faking it.  If you have to fake it, find a new line of work.

 

How do you handle complaints?

          I empower my staff to take any means they deem necessary to satisfy a customer complaint from discounting the treatment up to comping the entire session.  They do not have to "check with management" to resolve an issue. Customer is always right-well not always, but they are always in charge. As the president, I follow up with the unhappy client/customer to make sure they are not still dissatisfied.  I look at that as an investment in a future "raving fan"