|Luck of the Irish
I recently had the pleasure to speak in Ireland for the Phorest Software Company. Phorest is the leading provider of salon software in Ireland and the United Kingdom. While working with Phorest, I was extremely impressed not only by what their software can do for their clients, but the incredible employee culture at Phorest.
Customer Satisfaction Real Time
Phorest Software allows their clients (salons & spas) to contact their customers via email/text within 30 minutes of the customer leaving the salon, asking the customer to rate their salon experience on a scale of 1-5. Similar to how the Uber app asks you to rate your driver. This gives the salons real time data on their service providers. The salon managers can run an end-of-day report showing how Customers rated each service provider. This really holds accountability and keeps management teams and employees focused on customer satisfaction.
The Phorest Hiring Process
Stage 1: The potential employee has to create a mini video introducing themselves to Phorest. By asking potential candidates to do this, it actually removes a lot of people from the hiring process because some people just won’t do it! Which is good news, because it means Phorest is left with the people who have made the effort and genuinely really want to work for the company and have the chance to interview.
Stage 2: There would be an initial interview and if Phorest likes the candidate, they will have them take an online talent profile exam. Phorest will receive a profile of the candidate we call the candidate for the 2nd interview and they base their questions on the recommendations from the profile. Phorest has found that there is no hiding ground here and they really get inside the candidate’s head about what motivates them.
Stage 3: If Phorest likes the candidate and are prepared to offer a position, there is one last hurdle to jump – the candidate MUST get two references to call Phorest. Phorest does not call them. We find that by doing this, ONLY references that genuinely thought the candidate was a really good employee will make that call. If they can’t get two past employers to make that call and, of course, actually give a good reference – they will not be hired.
By sticking to these principles Phorest has had incredible success in building a sustainable service- orientated culture with leading the industry in low turnover.
Customer tries to return coat; store’s response goes viral
One woman took to social media to tell the world about a recent return she tried to make with the online retailer, Zulily. Kelly Kinkel called Zulily’s customer service department and asked if she could return the unopened coat for a refund. “I spoke with a sweet young man named Patrick, and he let me know he would refund my money immediately,” Kinkel said. When she asked Patrick how to send the coat back, he told her, “Please don’t send it back. If you know someone who needs a winter coat or if you would like to donate it to a charity, that would make us very happy.” “I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears,” Kinkel wrote. “I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE. The world needs more LOVE like that.”
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