Free Trial

Safari Books Online is a digital library providing on-demand subscription access to thousands of learning resources.

  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint
Share this Page URL
Help

Chapter 2. questions leaders need to ask... > How can we effectively tell you that...

12. How can we effectively tell you that we're grateful for your business?

This may be hard for male readers to understand, but when a woman moves, finding a skilled hairdresser is a critical, top-of-the- to-do-list task. When I moved to northern Wisconsin, I asked for recommendations, made appointments with several of those people, and chose one to be my official haircutter. Over the years that she cut and styled my hair, I never had a bad hair day. When I'd mention that I knew someone who was moving into town, or someone who wanted a new look, she'd hand me a card that offered 10 percent off their first visit. I counted. Over the ten years I went to this hairdresser I brought her twelve customers—all of whom visited her at least once a month. (You do the math.)

On the day that I had a hair emergency and she couldn't fit me into her schedule, I started thinking. How come she was rewarding the new customers I was recruiting for her and I wasn't getting any reward? Why wasn't I worthy of even some consideration for an emergency appointment? It was the beginning of the end of our client/hairdresser relationship. (Have you ever noticed how quickly resentment can build?) It didn't take me very long to find someone else who solved my bad-hair-day situation. The next month, as my possible replacement hairdresser cut my hair, I mentioned it was my birthday that week. "Oh," she said. "You're in luck. I give my clients a 50 percent discount on their birthdays." Guess who has been cutting my hair for the last ten years.


  

You are currently reading a PREVIEW of this book.

                                                                                                                    

Get instant access to over $1 million worth of books and videos.

  

Start a Free 10-Day Trial


  
  • Safari Books Online
  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint