Last week I urgently needed to get my hair styled in order to attend an event. My regular hair stylist was unavailable and because of a tight schedule, my backup stylist was unable to accommodate my request. I was in a turmoil and could not decide what to do with my hair. I finally opted to buy a wig. Off I went to the shops, with my sister, in search of the wig. We visited a few shops and could not find anything suitable.

As we walked along the street I noticed a walk-in salon where wigs were on display, and decided to look at them. I entered the salon and was warmly greeted by the Assistant. She retrieved the wig which had caught my attention and invited me to sit in the chair facing the mirror. She then fitted the wig, brushed it and framed my face with the hair. I did not think that the wig suited me; and told her so.

The Assistant then advised me that the hair stylist, who was away from the salon and would return in about five minutes, could assist with styling my hair. She asked me what style did I have in mind, made me comfortable and maintained pleasant conversation while we waited.

The hair stylist returned about the expected time, warmly greeted me, enquired about my needs, and quickly attended to me.

This was certainly one of those win win situations --

• As a result of the Assistant's warm engaging, pro-active, can-do attitude, I left the salon with my hair styled, my nails (finger and toes) polished, and my eyebrows shaped;
• The hair stylist gained two new clients, as my sister also chose to have her hair styled; and
• I left the salon feeling like 'a million dollars' having been treated so warmly and having spent some time on me.

As a virtual assistant, the experience reinforced in my mind an important lesson -- delivering superior customer service fosters win-win situations.