On this episode of The Karmali Exchange, Wendy Bélanger, a serial entrepreneur and
international hair fashion designer, discusses the importance of customer experience in the
service industry. She emphasizes that pricing should reflect skill level, demand, and the unique
value provided.
Wendy's salon offers a high-end experience, including a welcoming team, personalized
service, and attention to detail, which justifies higher prices. She shares a story about handling
a dissatisfied customer, highlighting the importance of accountability and going the extra mile
to ensure customer loyalty. Wendy advises business owners to maintain humility and always
prioritize customer and staff satisfaction, ensuring everyone leaves feeling respected and
valued.
00:00 Introduction
01:19 Wide range of pricing in the service industry
02:58 Factors to determine price points
05:30 Differentiation will spark a customer's memory
07:12 It's all about the experience
09:49 The commodity vs. the added value of the experience
12:51 How many touch points?
14:28 Dealing with an unhappy client
17:23 Ownership, responsibility and accountability
19:33 Every team member plays a part in the experience
21:45 Wendy's advice to Faisal
23:04 Wrap up
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Welcome to The Karmali Exchange, hosted by experienced business & financial expert Faisal Karmali. On this podcast, Faisal dives into conversations with successful business owners to learn how they grew their company and broke through. Faisal will also share his views on real-time news affecting business owners, explorations of the many challenges they face, and other strategies to help others achieve the lifestyle they want.
Syndicated on YYC Business
