Delighting the Customer-One Company That Gets It

摘要

In the last installment of this prolonged series on lean, I talked about the importance (and benefits) of having a good Voice of the Customer (VoC) program in place within your organization. This column will focus on the benefits portion of that equation by highlighting one company that truly gets it, a small neighborhood company called The Barbershop. I will take you through a typical The Barbershop experience from a guy's point of view, which is important in this case because the customers are exclusively guys. The company advertises itself as "a hair salon for men," and from the minute you walk through the door it is pleasantly apparent that The Barbershop is serious about living up to that motto. The waiting area is a spacious, uncluttered area that surrounds you in rich earth tone colors and hardwood floors. There is a big screen plasma HDTV on the wall (usually tuned into ESPN), a barrel of peanuts for your munching pleasure, cold bottled water, and fresh coffee to occupy you during your short wait for service. And the best part? Large, overstuffed leather chairs and guy magazines everywhere you look; not a Cosmo in sight! Most of us guys make an effort to get to The Barbershop early just so we can relax in these surroundings.