A few weeks ago I treated myself to a deep tissue and hot stone massage. The place I went to was recommended by a friend, so I was looking forward to it. As someone who likes massages and spends some time watching YouTube videos on it, I’m “somewhat demanding” for what I’m paying for. Still, I arrived with no expectation and simply accepted a recommendation.
The massage by itself was ok. Nothing out of the ordinary. What I didn’t like was whole the experience: from setting up the appointment to leaving. You see, the people who work at this company made me feel like I was just another body; and that sucks for a business that sells health and wellness.
The experience was in a word: forgettable.
The person in the front desk didn’t even look me in the eyes when walked through the door. My masseuse seemed nervous when she greeted me, and didn’t seem to have command over what she was doing.
I didn’t even get asked if I felt relaxed after the massage!!! Nor did I get a good-bye, when I left.
It seems to me that this business doesn’t care about customer satisfaction / experience. Frankly, I get a better experience from watching massage videos on YouTube; some make me say “I want to travel to that place to get a massage from this person”.
You are your customer experience
There are many ways to differentiate a business, but the most powerful one is through a unique customer experience. The above points above are basics, and this business doesn’t even cover those.
If all you want to be known for is for a massage, then you have to be the best of the best at it. This company is not.
Ask yourself the following questions to help improve your customer experience and get your thinking in the right direction:
- What is our massage experience like?
- What do we want it to be like?
- Are we forgettable or memorable? Why?
- What do we want people to feel when they interact with us?
- What do we want people to tell their friends about us?
- How might we accomplish that?
Remember: You are not just your product or service; you are your customer experience.