Treating customers like king, secrets of Infinity Beauty Lounge, says CEO
While many aspiring entrepreneurs have passion and desire to set up an enterprise in the beauty sector, most are reluctant to do so due to the perception that the sector is already crowded. But Adebayo Busayo Helen, the CEO of Infinity Beauty Lounge, thinks otherwise.
“There is enough space to accommodate as many new businesses that are ready to come into the sector, provided the owners understand that customer service is the key to succeeding in the beauty business,” she said.
Adebayo explained how, by customer service, her Abuja-based outfit has been able to break even: “We do due follow-ups and we try as much as possible to immediately resolve any issues that crop up. This feedback helps us to correct our lapses. In addition, we offer discounts at specific periods of the year.”
She opined that businesses that offer beauty services must always find a way to reward loyal customers, saying: “At Infinity Beauty Lounge, we have customer loyalty cards, discounts, and Christmas packages amongst other reward packages.”
She continued: “Profit doesn’t come first for me at all, it’s more of customer satisfaction. My belief is one satisfied customer equals another 10, based on their experience with your service.”
She also noted that there will always be a small pool of dissatisfied customers, no matter how excellent the customer service of a business.
According to her, Infinity Beauty Lounge has a formula in place: “We try to find out by all means what the problem is and take it up immediately. In some cases, I put a call through myself to speak to them and resolve matters.
We also have a client form for our customers where they raise any issue that bothers them about our services.”
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