As a local business owner, I don’t get much time for myself.  My six day weeks and 8-8 on many of those days mean that ‘me’ time is never scheduled in, and of course, my clients come first.

Yesterday I tried to book an appointment at a local salon.  They’re super swish and very stylish. I have been seeing a lovely young lady there regularly.  Each time I arrive the ladies behind the reception are sometimes deep in conversation, while they are polite there’s usually one hanging round the back whispering to a team member or another receptionist.

I’ll be taken to my seat and whilst waiting for my drink (which takes ages and it’s usually only a water) I’ll see them scuttle by in clusters, usually laughing and speaking in hushed voices about who didn’t do what, what the last client was like and each other!  It’s an awful feeling.

I don’t like getting my hair done there.  I don’t feel valued, I don’t feel comfortable and it’s not a wholly pleasurable experience.

Last month I went away with a lovely group of estate agents from the country, you may have heard me talk about these mind-blowing mastermind sessions before.  We share ideas on how to do the very best for our clients, we help each other out and we always stay somewhere super luxurious.  Although we are working for you while we are there we love the feel of a beautiful 5* retreat.

You are greeted by name, have handwritten cards in your room and a turndown service.  All of the staff are polite and simply can’t do enough to ensure your stay is as memorable as possible.  I’m greeted as Mrs Green throughout my stay, treated to delicious small chocolates.   One day asked what colour paint was from my room (as it was exquisite) and they found out for me and left me a note on my dressing table the very same afternoon.  Incredible.

I called for an appointment at my hairdressers, I asked if my preferred stylist had any appointments available on either Tuesday or Thursday next week.  (A little short notice, and everyone knows a good stylist is booked up usually).  I was told ‘there is none, I’m sorry’, I understood, as she is very good,  so asked for perhaps Monday, ‘she doesn’t work on Mondays’, then silence.   I told her I’d phone back, but I won’t.

Imagine that was your house, the home you really wanted to sell as you’ve seen a beautiful cottage in the country where the front door is surrounded in pale pink roses and the single tree in the centre of the lawn in adorned with blossom.  This person wanted to see the house you wanted to sell, and the agent just kept saying no.

What should have happened was, ‘I’m sorry Mrs Green, but Leanne* isn’t available on the days you have requested.  I know that clients that love her have previously also requested Emma, she has one appointment on Tuesday, or alternatively, I could put you in with Leanne on either the Wednesday Afternoon or Saturday Morning.’  I would have chosen one of those options.

I had a choice then. And ‘no’ wasn’t one of them.    It is long proven that when you want to secure a date/time for something you should always give them two options to choose from, no isn’t an option then, so they will work to fit around you.  It’s sales 101!

I’m disappointed about my hair and now will be seeking another amazing lady to do it. As I try and put my trust in someone else

Being valued and treated in a professional and polite manner is a lovely feeling, will keep the clients returning and above all gets you the results you want.

Have you ever had a bad experience?  Perhaps you’ve had an amazing experience with an agent, I’d love to know.  Email me what happened and I might showcase it next week.

I hope you have a lovely day

All the best

If customer service is a priority to you, you might just like this one too:  Has your agent rolled out the red carpet

If you are troubled with which agent to choose and just need a little advice, why not book a quick chat with me, I’m open to having a discussion about finding out what is really important to you, whether it be service levels or Unique Selling Points, I’m always happy to chat.  Selling Houses is a minefield.   Call me on 01524 230722 and ask for Victoria.