Last Friday, I did something I haven't done in years--an eyebrow wax. I returned to a spa I used to frequent in my 30s, assuming the same woman would still be working there. She wasn't.
Instead, the aesthetician was a very nice woman in her 40s. We had a great conversation while she was working her magic and I was overall pleased with the service. I was so caught up in our conversation, I barely paid attention to the finished product when she handed me a mirror. I paid, went to my car, and looked in my rearview mirror.
My eyebrows were uneven.
It probably isn't noticeable to most people, but after paying $20 to have someone professionally fix them, I expected them to look better than they would if I'd done the work with tweezers.
Did I complain?
Because she was nice.
Granted, I'll definitely never return. Like most people, I'm usually one who simply stops doing business with a place, warns all my friends...and the place never knows why business is dropping. But as I was thinking about it the next day, I realized something.
If the customer service is good, I'm far less likely to complain. It made me think...maybe customer service is the most important factor. A nice person can do a so-so job cutting your hair or washing your car and, unless the errors are dramatic, you'll probably leave quietly.
I once went to a hair stylist who did a great job but had horrible people skills. The entire half hour was awkward and tense as she barely spoke a word and acted inconvenienced by my presence. I may have revisited her once, but never again after that.
Ideally, you'll find someone with good customer service skills who also has talent. But if you work in a job where you service the public, take note. It's never a bad thing to be great at your job...but even if you aren't, a big smile will go a long way toward avoiding complaints.