With the opportunity to leave feedback at every online turn these days, it’s important that your customers always have a fabulous salon experience. Furthermore, it’s a competitive world out there, particularly in the hair and beauty salon business industry, so try to ensure you follow these five golden rules for a fabulous salon experience every time.
Golden Rule #1:
If At All Possible, Don’t Make Your Customers Wait
Have you ever had to wait an extra hour or more for an appointment? At the doctor’s surgery or a hospital appointment? How frustrating?! Nobody likes to be left hanging around, even if it is in the most comfortable and luxurious of salons. So don’t get blasé about running late with any of your appointments. Always speak to your customers and tell them if they’re going to have to wait a little longer than anticipated. Honest conversations are much better than trying to stave them off with extra coffee/refreshments and promises of ‘I shouldn’t be too much longer’. Do your utmost to prevent appointments running over, and if things get too out of control, be courteous and offer your client the chance to reschedule.
Golden Rule #2:
Create a Fab First Impression
First impressions last and so if you want your customers to have a salon journey that’s memorable for all the right reasons, make sure you pull out all the stops. First impressions aren’t just about receiving a warm welcome from a member of staff as they enter the building, they’re also about having a website that’s easy to navigate and/or having their phone call answered as quickly, friendly and efficiently as possible. Have a walk through your customer’s journey and first impressions both online and off – is there any opportunity for improvement?
Golden Rule #3:
The Customer is ALWAYS Right
Yes, even when you know for a certain fact that the customer is wrong, the customer, unfortunately, is always right. It’s always a good idea to remember that without customers there is no business, so regardless of how determined you are to prove your customer is wrong, always be the professional instead. All customers deserve to be treated fairly and respectfully and be offered a solution-based response to their problems. And as a business owner, you have a professional responsibility to take care of your customer.
Golden Rule #4:
Listen Very Carefully
Every customer is different, with different needs and expectations so always make sure you listen to their requests fully. Let your client have the time and space to explain what they’re looking for as soon as they sit in the salon chair, and ensure that you have clearly understood them before embarking on any treatments.
Golden Rule #5:
Always Go That Extra Mile
Going out of your way to ensure your clients are happy with their salon experience and the results you’ve given them, is going to put you and your team right at the top of their preference list. Giving your clients (regardless of how new they are or how much they spend with you) the wow factor means they are going to tell their closest family and friends all about the fabulous service they’ve received which could encourage new clients to get in touch. Not only that but it’s also great for staff morale and you’ll leave the competition lagging behind and looking like amateurs.
Take some time out today and take a good look at your customers’ journey. Are there any areas you could improve on? Could you add a little more wow factor to your customers’ first impressions? What could you possibly do to go that extra mile?