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The Hylagen Blog

Covert Customer Service Check

Hylagen Clinics - Tuesday, November 08, 2011

AS a usually thoroughly laid back person there is one area that is a personal pet peeve of mine, bad customer service.

Being a business owner from the age of fourteen I have never understood the likes of grumpy shop assistant, rude secretaries and bad mannered waiters. Life is quite simply too short to wake every day to dread going to work, and here in the UK we are lucky as we have the freedom of choice when choosing our career and all the tools available academically for enhancing it if waiting tables is not our cup of tea.

As I grow older I’ve found that I now have the confidence to point out bad customer service, I will say to a girl behind a counter that a smile would be nice, and I will complain if I have time. Running a tight ship of assistant writers I know I would be mortified if one of my employees people skills left a client cold, and no matter how adept they were at writing, I’d quite simply find someone else.

Yet although I’ve mentioned employees, I can understand them a little, maybe some have no choice but to turn up lest they lose the mortgage, or maybe some work with tyrants of bosses that make their lives miserable on a daily basis. Of course human nature predicts that as long as they are still being paid their hourly rate there is no reason to go beyond the book, as their head won’t be on the chopping board when the business liquidates.

There is no excuse for business owner bad manners though, and on my return from Belfast I spent half an hour researching the customer service of local Botox clinics. I am so pleased with the results that I now know I want to keep this up, and although I’d happily hop on a plane to Hylagen, I think the team maybe sick of my ever youthful face after the second visit.

So I’ve been looking into clinics on my doorstep, York to be exact, and the results are diabolical.

Out of ten clinics I contacted, all of which know my profession as I write for Cosmo, Now, She, Essentials and many more glossies, not one actually sought my custom.

I gave a clear outline, I’d like a price for Botox and dermal fill lip enhancement, and also some information on other services they offer, as I truly am a pamper junky.

However it seems my trip to Belfast has completely spoilt me. The welcome was actually second to none, the people were actually pleased to see me, and I left the clinic feeling like I mattered to the business. Already before even making an appointment nine out of the ten clinics have acted as if I’m wasting their time (which I’m not – I will not only pay through the nose to stay young, I will also write great reviews when I receive a great service), and being rude as if I’m interrupting their favourite episode of Coronation Street.

A price list has not been forthcoming, nor any advice on the other treatments, four offered to send out a brochure, when it would be lovely to speak to a person about it, whereas the others have said I’ll need to visit the clinic in person for prices.

This certainly confirms my belief, that Hylagen not only offer great value for money, they also do it all with a smile and a thank you, a very rare attribute indeed, but one that will keep me for one going back again and again! 

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