You're On My List; Don't Make Me Publicly Call You Out!

Ommmm.... I am channeling the spirit of Martin Luther (not MLK, but the religious nut who nailed his 95 theses on a church door sparking reformation).

To my lovely, fellow black entrepreneurs: GET YOUR BUSINESS TOGETHER! I am tired of trying to support my own, only to receive sub-par service. You know what I am referring to. Here is a short list of current offenses you begrudge on your clients:

1. Appointments. What is the point of me making an appointment if YOU don't show up on time? If I am late, or cannot keep the appointment - you want me to cancel at least 24 hours in advance, and you still want to charge me a cancellation fee. How dare you! No I do not want a free "insert service here______". I want you to respect me as a customer. Or at least respect my greenbacks!

2.Welcome. When I arrive to your place of business, I expect a decent welcome. You know, a form of acknowledgement? Here's an example: "Welcome to "Bah Blah Blah". My name is "Such and Such", how can I help you today? Would you like me to take your coat? While you are waiting (momentarily, I hope) the restroom is down the hall on the left, and fresh brewed tea/coffee/water is on the right. I will be happy to answer any question you may have." Here is what I currently experience: "Wassup. You here fa Nikki? Um, she just called and said she 'bout 10 minutes away (which means an hour)." *Turns away from me without further information and continues previous conversation while chewing on a big wad of gum* "So anyway, gurl, last night was of the chiz-zain!"

3. Inquiries. If I call to make an inquiry regarding the services you offer, please do not leave me on hold for 8 minutes listening to Adina Howards' "Freak Like Me" and then "You Brought The Sunshine" by the Clark Sisters. Especially after you answer the phone with, "Praise the Lord and God bless you." Know the status of your inventory-"We ain't got no mo" is unacceptable. Please make sure all of my questions are answered in a CLEAR, CONCISE, COURTEOUS manner BEFORE I hang up. That's right; let the customer/client hang up first.

4. Signs. PLEASE, for the love of good business practices, PLEASE do not post anymore misspelled signs you had lil' Ray-Ray print off at school using the Paintbrush application. We already know not to bring children to the salon unless they are being served. If clients still bring their children, it is because YOU usually bring YOURS!

5. Client Retention. Customer service doesn't begin with the client. It begins with YOU. From your professional presentation, hospitality, and cleanliness, to feedback. Great customer service ends with a short follow-up simply regarding client satisfaction of services rendered. Excellent customer service never ends. That is why most great, small businesses don't spend a fortune on advertisement. Word of mouth from current/former more-than-satisfied clients are more powerful than a 30 second ad. Remember, a smile and a compliment goes a long way.

This is just a short list of offenses I experience on some level at most black-owned businesses. Some are subtle, most are downright embarassing. When I experience excellent customer service - I will travel however far/long as it takes to continue to experience it again and again. Make me a die-hard, raving fan of yours! Make me sing your praises to everyone I know - unprompted. Make me remember your name, and how you went the extra mile or paid attention to the details.  I support Black Green Black. But I will not support ignorance. If you are unable to provide the basics of customer care – you are in the wrong business.

"There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."  - Sam Walton

To my customer.I may not have the answer, but I’ll find it.

I may not have the time, but I’ll make it. - UNKNOWN

Here is a simple but powerful rule - always give people more than what they expect to get. -

NELSON BOSWELL

In business you get what you want by giving other people what they want. -ALICE MACDOUGALL

It matters not the price of a product, the excellent customer service attatched is invaluable.  - Asherah Ma'at

My suggestion:kenblanchard.com/Issues.../Effective.../Customer_Service author of "Raving Fans" A Revolutionary Approach to Customer Service.