Great Clip's customer service lacking

1. Always look your customer in the eye.

The chic that cut my son's hair called him over to her handy-dandy, little modified cubicle of a hair-cutting station and told him to jump up in her chair. She asked me what we were going to do and looked past me, somewhere over my left shoulder. My first thought was that she must have some kind of lazy eye or vision disorder, but she didn't. Even when I tried to make eye contact, she avoided it. People like to feel as if they are liked. Making eye contact tells people they are liked. Therefore, if you make eye contact they will think you like them and probably give you a better tip. I don't necessarily mean "like" as in, they want to hook up kind of like. I mean they feel appreciated. People give their money to others who make them feel appreciated.

2. Don't assume your customer knows the technical jargon of your trade.

I asked her what was done the last time my son had his hair cut when she asked, "What are we going to do?" I found it rather condescending when I told her that I did not understand what a number 3 fade meant. She replied, "That's a number 3 guard on the clippers." What I needed to know was, how long will his remaining hair be once you are done cutting his hair. She reacted as if she was pissed that she had to stop and explain what a number 3 fade was. Her tone and body language communicated her impatience. Since most customers don't carry the necessary documentation for every trade that exists, become comfortable explaining it in terms they understand. The name and function of a specific guard or the style of cutting hair is not common knowledge. The last I knew, it was taught to people who went to school to become cosmetologists.

3. If you cut either of my kids' hair, ask for my approval when you're done.

I heard her ask my son, "Is that short enough?" I expect he responded in the affirmative and she headed for the cash register. I'll admit, I've never had any other person cutting my kids' hair do this. So this particular incident was isolated entirely to her. If you do this, you gain my confidence and I assume you are a professional. What's more, it means you have respect for me and my interpretation of your performance. In return I not only will give you respect, but I'll probably give you a decent tip.

4. Ask me if there's anything else and say, "Please."

As soon as she got to the register she punched some button on the computer and said, "Twelve dollars." She didn't say anything else and proceeded to avoid eye contact. At this point she'd sealed her fate. No tip for you!! I thought that kind of service was reserved for fast-food drive-thrus and gas stations with teenage attendants. By saying, "Please," you are asking me for my business, my patronage, and lastly, my money. I could go anywhere to get my kids' hair cut. There are plenty of other places, as I'm sure I'll find out.

5. Say, "Thank you."

I had sixteen dollars in my wallet. I could have handed her the ten and the five and let her keep the rest - had she followed the previous four tips. Instead, I handed her my debit card and when she handed me my card and the receipt I crossed through the area labeled, tip, and wrote twelve dollars as the total. I handed it back to her, she stuffed it in the register drawer, turned her back on me and walked away. She didn't say, "Thank you. Screw you. Have a nice day." Nothing. To me, this is akin to telling me that you no longer want my money. Or better yet, that you would prefer I never come back again. I am more than happy to comply.

Lastly, Never be rude to customers in front of their kids.

Even my kids commented on how rude she was. If it's that easy for a kid to detect you can bet a fortywhat!? adult is going to perceive someone as rude. Not only is it embarrassing, parents just love to use people like that as teaching examples. It goes something like this, "You see how rude that lady was kids? She probably thought I was going to give her a tip. As a matter of fact she probably thought she was entitled to a tip. Well, she was awfully rude wasn't she? She's not going to get a tip from me and I think we can find a better place to cut our hair. Always remember to be nice to people and they will be nice back."