Customer Service Is...
A cliff note from the "Mind Your Business" series
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In my book, “Mind Your Business”, I spoke about the phone service. This is an extremely intricate issue for me. The phone has become a damaging piece of equipment for many. The reasons for the phone have been misrepresented by service industry people. They have become defensive when answering the phone. Sometimes you can hear the annoyance in their voice. Especially when they recognize the voice, there is no warmth in the voice. The worst thing to do is to have a recitation prepared where the execution of it is lamentable. One must feel the warmth when one is on the other end. After all, we want the business. Let's invite them by the way we answer. When I had full time receptionists, I used to place a standing pivotal mirror at the reception desk along with supplying a small jar of petroleum jelly. When I used to prepare young ladies for pageants, one of the categories which they had to be trained is speech. Projection and delivery are keys to a great presentation. So placing petroleum jelly in the gum area of the mouth affords you the opportunity to have a continuous smile, whether you want to or not. Try it sometimes. It works. When you answer the phone, the person on the other end can tell if you are smiling or not. Enthusiasm can only be expressed with a smile. If you look in your mirror and speak a greeting, try doing it without smiling. Then try it with a big smile and notice the difference. The sound of your voice will change. The modulation should also change. We sometimes answer our phone as though we are hiding from the feds. If the creditors are calling you on the phone, they can't literally see you. Most times they are located thousand of miles away and calling from a computer generated system. If they call, you can simply hang your phone up. But pleasantries should always be given once you choose to pick up that phone.
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About the Book
This is self improvement book which is intended to harness the skills of communication between the customer and the service provider. Once you read and reread this well thought out piece, you are expected to modify your approach as it relates to servicing the public. One does not have to be in a five-star setting to receive great service. It is accomplishable at a human level. I hope you will have an open mind to this work.
About the Author
He is Dave Ray aka “The Beauty Surgeon” international award-winning stylist/educator/platform artist/author. He has recently written two educational publications “Mind Your Business” & “What Is Good Hair?” He has over thirty years in the industry and has won almost every nationally recognized beauty competition in the United States of America. The Bronner Brothers Beauty Show, Atlanta - The Proud Lady Beauty Show in Chicago, Illinois, to name a few. He is a selected member of the five-man US Black Trophy Styling Team. They have won competitions in Paris, France, Shanghai, China, & Milan, Italy. Dave has been formally trained by the gurus such as: Thomas Hayden, John Atchison, Pivot Point, Vidal Sassoon, Jingles, Clairol Professional, Dudley Cosmetology University, the lates Jim Williams & Olive Lee Benson. He also trains upscale hairdressers for some major competitions. Dave holds a Bachelors degree in Business Management from Lehman College (CUNY) Bronx New York. He has mastered his craft attaining a PhD in Clinical Trichology. Dave is a Board Certified Master Colorist/Former Regional Training Director for Mizani/L'Oreal USA traveling throughout the USA facilitating seminars on their behalf. He also runs a successful Professional Salon & Spa along with a Training Facility in New York. He is also the author of “Mind Your Business” and “What Is Good Hair”: two reference guides in operating business and dispelling myths in hair care respectively. The Beauty Surgeon also consults for a number of hair and beauty companies such as S C Direct/ Boston, Massachusetts, featuring Star Jones Wigs, Beverly Johnson and Dianne Carrol Wigs; Sensationnel, makers of fabulous weaves and braids, Shake N Go Fashions/Milky Way/Izunami Ceramic Irons and Tyra Banks' America's Next Top Model. Dave is now an official judge for all the major competitions around the United States. Hair stylists retain him for his wealth of knowledge in the industry on Platform Artistry, Salon Management, Hair-Color and Avante Garde Competition techniques. Dave has been honored with “Cosmetologist of the Year Award 2006” by the New York State Beauty Culturist Association. He is a sought-after educator because of his systematic approach, craft discipline, methodical manner and humility. Dr. Dave Ray is very passionate about seasoned stylists sharing their knowledge with upcoming stylists so there will be elevation in the beauty industry. He hails from the island of Antigua; A major player on the world stage. He is also featured in Chris Rock's HBO Documentary, “Good Hair”. Dave is also a Licensed Massage Therapist.