SURGENTLY Apologizing to CUSTOMERS AT THE FIRST OCCASION OF THE YEAR, WHAT DOES THE REPRESENTATIVE OF THE POPULAR BEAUTY SYSTEM SAY?

13 branches in just 3 years in 5 major provinces in the country, that "hot" development seems to have brought trouble for Zema, causing the system to apologize at the beginning of the new year.

After many speculations that stormed social networks about the event that many branches on large facades of Zema suddenly hung an apology, finally on February 19, Ms. Thai Phuong Kieu, General Manager of the beauty system This cult has officially announced. This is an unprecedented development in precedent, because clearly before that, users did not record a "scandal" that shook from Zema's side.

Zema's sudden apology

The apology move took the online community in general and Zema's customers in particular from one surprise to another. The main content reads: “I, as the General Director of Zema Vietnam, on behalf of more than 1000 Zema employees, send my sincerest apologies to customers. Sorry for the missed appointments, for the incomplete promises, for letting women have an imperfect experience.” – The apology of Zema General Director – Ms. Thai Phuong Kieu.

Apologies sent to all Zema customers after the controversial banner appeared

The hidden meaning behind the apology

We contacted the representative of Nails - Hair - Spa chain Zema. Ms. Thai Phuong Kieu - General Director of Zema shared that the letter came to the customer unexpectedly, but it was not a spontaneous action of the Zema team because the chain has a very clear orientation: every experience is incomplete. When they come to Zema, they all receive an apology. Whether it's a long wait or the customer has to go away… All of these things, no matter how small, still need to be sincerely and kindly apologised. Zema did not wait until there was an incident to apologize, because it was already too late to apologize.

Ms. Thai Phuong Kieu - General Manager of Nails - Hair - Spa system Zema

It can be said that, in terms of marketing, this is a smart move of Zema because more and more beauty units spend more and more budgets on promotion. However, despite being dense and having a huge budget, not every brand has a way to do it deep enough, enough to touch the hearts of customers. Zema has done just that. In terms of service, it is clear that the most effective apology needs to come from the most demanding attitude, Zema has shown that spirit completely and meticulously in words and actions. At the same time, make sure that the apology reaches each customer, not a take-it-all.

Thanks to the spirit of curiosity and creativity in the way of doing things, Zema has received a positive response after issuing an apology.

With the closing of the letter, Zema showed a willingness to change and ask for advice: “I and all Zema employees, regardless of position, will make every effort to make Zema more than just a beauty address but also a place where customers enjoy, relax and pamper themselves. I hope that customers will continue to trust and love Zema as a companion in the journey of beauty promotion.”.On Zema fanpage, many positive comments from customers have proven to be contagious. of this message.

Besides, sharing with us, Zema's General Director – Ms. Thai Phuong Kieu revealed quite interesting information. Here, Zema will open a few new branches to meet the beauty needs of women. Specific numbers and addresses can not be disclosed, but there will be many promotional packages associated with this special event. Zema is also planning a support package for women who are affected by treatment and services at other facilities due to Covid-19. All of these have been specifically planned by Zema's leaders, just waiting for the time to announce to customers!

That much information should be enough to help us feel more secure in Zema. Surely with the right strategies, Zema will not only stop at 13 branches and 1.2 million customers as it is now, but will also grow stronger in the coming time.