The DO’s and DON’Ts of Customer Service

In any industry or setting, customer service is a vital driver of success—shaping businesses, strengthening relationships, and improving everyday life.

People are wired for that connection and community. We leverage this by learning how to connect with others and building relationships that can lead to new opportunities.

Using anecdotal evidence of a recent customer service experience, I will illustrate some of these fundamentals so you can put them into practice.

A Blowout Falls Flat

I recently visited a hair salon that specializes in blowouts. With a busy day ahead of me, I was looking forward to a bit of pampering.

However, upon arriving I found no front desk staff to check me in. When an employee finally arrived at her station, she was curt, emotionless, and avoided eye contact. Her clothes were sloppy and ill-fitting, her hair messy and unkempt. Her demeanor immediately put me on edge and, frankly, made me feel unwelcome.

DO establish a connection with your client or customer. They say first impressions are lasting impressions. Make every effort to leave a positive first impression. In most settings, a simple hello with a friendly smile goes a long way. Make the client feel welcome and seen. Make eye contact. Address them by name. Small, positive gestures add up when making a memorable interaction.

Back at the salon, my experience continued to unravel. I felt confused – the typical environment here is comfortable and fun! That day, however, my stylist said nothing to me. While washing my hair, she did so roughly, causing me to wince in pain. As we walked back to the styling chair, I was not offered anything to drink. Instead, I sat in terse silence as she dried my hair wordlessly.

At my last appointment, my stylist greeted me when I arrived, offered me a hot beverage, and asked about my day. Upbeat music played on the speakers, a muted film on the televisions–The Devil Wears Prada, something nostalgic and fun for clients to watch. Despite the early morning start, the salon was buzzing with positive energy.

DON’T underestimate the details. Pay attention to the smallest things. In my case, the neglect of these little details sent the message that I wasn’t worth the extra effort. My last visit having been so positive, I know how nice it feels to be welcomed.

But that morning, there was no music playing–at least, until someone flipped it on half an hour after I arrived. The movie playing on the big screen TV was disturbing and off-brand. There was

no friendly banter with my stylist. Cold and quiet, it felt less like a cheery hair salon and more like a hospital.

DO make your client or customer want to come back. A client who has a positive, memorable experience from you will likely want to repeat it! The more intentional you are about providing quality service, the more likely your client will want to continue supporting your business.

DO ask for feedback. A hallmark of customer service is to allow room for the customer’s voice. Offering space for them to share their experience–even if it was negative–makes them feel heard. Openness to client feedback not only leaves an open door for repairing the relationship, but it gives you a chance to do better next time.

In the case of my hair salon, the staff seemed to be going through the motions of their job, rather than caring about cultivating the relationship with me. While this experience was a regrettable letdown, it serves as an important reminder for establishments to provide consistent customer service at a high level, and the impression it leaves on your guests when it is not received.