Follow Through
A slogan without action is a lie. If not executed consistently, Secret Service can do more damage than good. Consider this scenario: A new client comes to John Robert’s expecting a typical salon visit and is surprised by all the amenities she receives. She goes back to work and tells everyone how wonderful it was. A co-worker gets excited and schedules her next haircut at John Robert’s, expecting all the frills she heard about, but receives only some of them. Consequently, she is disappointed, even angry, and complains to her co-worker. Now we have two disappointed clients, the one who received a less-than-excellent experi- 14 Secret Service
ence, and the one who hyped it up and now looks foolish. The first
client came in with low to moderate expectations and we exceeded
them, but the second came in with extremely high expectations and we underperformed. We must create checks and balances to ensure that we are as consistent as possible to prevent this scenario from happening.

The Customer Experience Cycle has been one of our most powerful Secret Service systems; since implementing it, our etention rate has soared, a sure measure of the success of our Customer Experience Cycle. Our retention rate is one of the best in the industry, about 70 percent compared with the industry average of 35 percent. Most of the extra things we do require very little time and money, but make our clients’ experiences at other places seem pale by comparison.

High expectations apply to any service that consumes discretionary
money and time, such as shopping and travel. All businesses compete
for this time and money. Many businesses fuss a lot over outdoing the competition in their own industry, but in fact their most serious competitors are often in another industry. John Robert’s competition is not just the salon across the street; it is any place where our clients and potential clients can choose to spend their time and money after weighing and comparing what they get.

Taken from : Secret service Hidden systems that deliver