I’m going to reveal a secret that we’ve never shared with anyone before. It’s the one thing that above all else that has excelled the Happy Head into San Diego’s premier massage establishment. While other massage parlors continue to struggle, we’ve kept our closely guarded secret to ourselves. But now we’re opening up and sharing with our most loyal customers the “one thing” that is responsible for over 90% of our success. That one thing is something we train all our front desk staff on day one.
One of our greatest assets that separates the Happy Head from every other Asian massage parlor in is what we refer to as “Make You Happy Service”. We train all our staff that we are not in the business of massage. We are in the business of making people happy. Only happy customers come back and we totally understand that.
A US News and World Report study found that the average American business loses 15% of its customer base each year for the following reasons:
• 68% of customers who stop buying from one business and go to another do so because of poor or indifferent service.
• 14% leave because of an unsatisfactorily resolved dispute or complaint.
• 9% leave because of price.
• 5% go elsewhere based on recommendation.
• 1% die
So 82% go somewhere else because of a customer service issue!
We’ve almost eliminate this issue at The Happy Head by having all of our front desk staff follow our success principle,
Without further adieu, here it is:
“What can I do to make you happy?”
That’s it. As soon as we find a customer that comes out of their massage and is not happy for whatever reason, the staff is trained to ask “What can I do to make you happy.” And then they are supposed to do within reason whatever it is to make you happy. Simple and powerful.
Our main goal for Happy Head Massage every day is to make our customers happy. We know you have tough days. We know you may have had to deal with difficult people. We know that the daily stresses of life weigh down on you. We also know that you come to the Happy Head to escape from those stresses and bring that smile back to your beautiful face. And we love to make you happy.
Now I know there may be times when we may drop the ball and forget our number 1 Make You Happy Rule. If that has happened to you and you were not made happy, please provide us feedback by going to www.happyheadmassage.com/feedback/. We read all feedback and do our best to ensure that we make our regular customers happy whenever we can.
Thank you so much for letting us serve you and make you happy.
P.S. Please don’t share our “secret for success” with anyone. However, we doubt the competition will ever implement this policy anyway.