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The importance of giving clients the experience they deserve

May 5, 2018 Melanie Hawken
great-customer-service.jpg

by Tania Reid, Chief Experience Officer, Ithemba Office Solutions

I’ve been going to the same hairdresser for the past 18 years.  A few minor things had changed, the shampoo lady seemed grumpy all the time, I was no longer being offered my regular cup of tea and my hairdresser was more often rushed, because appointments were overlapping.  But because of my long relationship with my hairdresser, and the fact that my hair always looked good, I could overlook all the minor irritations. 

 

However, I wasn’t able to get hold of my hairdresser for the past two weeks, and I had to go to my back-up salon.  The experience from the moment I arrived to the time I left, was awesome.  They had automated chairs at the basin, the staff was friendly and attentive, and the cappuccino I was offered on arrival was given to me as I sat down in the stylist’s chair.  I was even given a complimentary hand massage. This was my precious once a week ‘ME’ time moment, and I had just been exposed to what I was missing out on.   

Immediately, I started thinking about my own business, about the service gaps that were created when we implemented our growth strategy.  We then called on clients who confirmed that we could be doing more to retain their business. Needless to say, changes were made, our focus and growth strategy was realigned because there was no point in securing new business whilst losing existing clients. We have started re-focusing on the complete client experience with product and customer care training been given to all staff once a week. 

We are determined to regain our position of being the first business companies think of when they don’t know what they want, but need it.  Offering them attention to detail, personalized service and excellent service delivery from the start to the end of their sales journey with us.    

For me, venturing away from the known opened up new perspectives, insights and a renewed sense of excitement to give my clients the experience they deserve, so that they never have to have a back-up.


Tania-Reid.jpg
Tania Reid is the founder and chief experience officer of ithemba office solutions based in South Africa, and has over 17 years of sales experience in office automation, stationery and consumables. She is known for her honesty, excellent customer care skills and that she runs her life and business with integrity. Tania is a big believer in “When you are Blessed, you Bless others”. She won the opportunity to go to Australia to represent the Branson Centre of Entrepreneurship by joining serial entrepreneur, Creel Price on the Ultimate Growth Adventure Bootcamp and pitched her business to James Caan of Dragons Den fame. So twice a month she shares her entrepreneurial journey with recovering addicts of the Phela Give Back organization at the Booysens LDAC Wellness Centre and also contributes monthly to events held for the aged at the Kensington Old Age Home, Cape Town which is also her hometown. Read Tania's startup story here.

 

More articles by Tania...

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Jun 3, 2017
In Guest Blog Tags Tania Reid, Management Advice
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