I bought a promotional coupon for a slimming session and another coupon for a bust care session. I am not fat by any means, but since it cost only $10 for the slimming session and $5 for the bust care session, I decided to give it a try. I was told that each session will take 1 hour 45 minutes.
The first appointment was at the slimming centre. The consultant was a friendly lady who went through my answers on the questionnaire and did a body check. She proceeded to show me photos of past satisfied customers, relating them to my body and how their machines can help me achieve a better body shape. What do I need to do? Buy one of their packages at a very special price for first-time customers. The cheapest package is $688 (normal price $7000+). What a steal! 33 sessions at such a low price just to look good!
Consultant: I know our machines work because I came here at 87kg and look at me now!
Me: No, I'm sorry. I don't want to spend any more money.
Consultant: If money is tight for you, then just try this treatment for one time. You will see immediate results. It's valued at $400 for one session, but I can give it to you for $200. Student price is $300. You won't get this any other time. I guarantee that I will make you look very good.
Me: No, I'm sorry. I don't want to spend any more money.
Consultant: What do you spend on? Why is your money so tight?
Me: Do I need to tell you?
Consultant: Of course not! I just want to help you. All women want to look good.
She can't sell me anything in 20 minutes, so out she goes and in comes her supervisor. Same story. Supervisor tries to sell me the same packages, telling me I look like someone who cares for her appearance and dresses well. Then she tells me that the consultation should take 45 minutes, so she needs to keep talking to me to fulfill the time. She repeats the sales pitch and makes sure I'm not buying, then we talk casually. I have to wait because all the treatment rooms are occupied.
More than an hour later, out goes the supervisor and in comes the manager. This time, she just glosses over all that her staff have said to make sure I'm still happy. When the treatment room is available, the consultant comes to take me in, this time with a black face. No smile, no friendliness. "Process the customer. Get this session over and done with. This customer is such a pain!" That's the message I get from the consultant.
20 minutes later, the treatment is done and I'm free to leave after signing a form. The consultant ignores me, tells the supervisor to take care of me while she goes to the restroom. I am given a sample cream with no instructions on how to use it. I have to ask. The supervisor is still smiling and friendly. She ushers me to the door as I leave. Their machines may be fantastic, but the service leaves me with a bad taste in my mouth. I don't ever want to go back there again! I'll even tell my friends what bad service I received, just because I didn't buy a package.
Two days later, I went to the bust care centre next door, owned by the same company. I have braced myself for the same bad service. Before she starts her sales pitch, I tell the consultant upfront that I am not going to buy any package. She says, "I'm not going to sell you anything. I want you to try it out first, then you will know what I'm talking about." She gives me a brief explanation on how their treatment works, followed by a body check. She tells me what treatment she will do, then goes to prepare the room.
While the treatment is taking place, she talks to me and keeps me company, asking me if I'm comfortable and which type of treatment I prefer. When it's done in about an hour, I change and go back to the consultation room. Now she gives her sales pitch. No sale. I refuse to buy. Out she goes, in comes the supervisor. No smile. She tries to sell me a package (cheapest one is $888, offered to me at half price). Still no sale. She cannot contain her disappointment. At least she doesn't give me a black face.
Little extra touch that impressed me. She immediately offered me a referral voucher to give to a friend. She made sure I had their phone number and the name of the consultant who attended to me, in case anyone I knew would like to try their service. When I came out of the room, the consultant was still smiling. Both the supervisor and consultant walked me to the door as I left. I was happy. I don't need their service, but they still treated me well.
Same company, different subsidiaries, vastly different standards of customer service. In both cases, I was the same customer who didn't buy anything. Yet, I was treated so differently by different staff in different offices. I am still a potential customer, and so are all of you, my readers. The company is rated #1 in Singapore. I can't say the same of their customer service.
Culture may keep us apart, but customer service need not. Regardless of race, religion or culture, a customer is a customer. We must treat them well.
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