Customer Service? NO THANKS!

It was a sunny morning. I'd just been to gym and
then collected my dry cleaning. Feeling on top of the world, I passed a hairdresser advertising a special offer in their window.

On the spot, I decided to stroll in and make an
appointment. The hairdresser glanced up at me and then returned to her work saying just two words: "No Thanks". Flummoxed, I opened my mouth to speak. Before a word was out she repeated more firmly "I just said to you: NO THANKS"

I was stunned. I have never been refused service in a store before. I made some comment about how I thought that was a very rude way to operate. The hairdresser replied "I have now told you three times 'No Thanks'. I am being very polite by saying 'Thanks'".

Shaking my head and also shaking with anger, I spun around on  the spot to leave the salon. As I did so, the other hairdresser looked at me and said "you are selling shirts?"

"No" I retorted "these are my dry cleaned clothes. I am not selling them to anybody" She dissolved into laughter saying "we thought you were selling shirts".

By now it was clear to us all what was going on but I was too angry to stay. In those two words "no thanks", the store had put me offside and lost a customer. Having taken the time to put an ad in their window, they had wasted the opportunity. Supposing I had gone in, been welcomed and looked after. They would have had my business. If I had liked them enough to go back, they could have earnt say $400 a year from me. If they had sold me more than one service, it may have even got to $1000 a year. If I had recommended the salon to say two friends, they could have earnt easily $2000 in a year. Lost in that exchange of two words!

Even if I was selling shirts, a friendly hello would have been a better welcome. Even shirt sellers need hair cuts!

How customer friendly are your systems and staff? How do you welcome people in businesses and organisations? Do you lose potential clients, supporters or customers by pre judging? Do we give people a chance before saying "No thanks"?