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Customer Care Tips That Are Implemented In Top Salons

Salon and beauty businesses make up a huge part of the service industry. Women enjoy taking time out to pamper themselves and maintain their look. There’s little room for error; customers want to come out of a salon feeling rejuvenated and looking great!

The salon industry is notoriously oversaturated. With only 3% growth in 2016, newcomers find it difficult to survive while even big names put in a lot of effort to maintain their success.

Every salon wants to thrive and give their customers the best services possible. One important way of keeping customers walking into your salon is through quality customer service. You can work in the best salon with the best equipment, but if you don’t have happy customers, it’s going to be tough to meet your revenue goals.

Customers love feeling important. Think about it on an individual to individual basis, we remember the times when someone went out of their way to help us out or made us feel special. Even a small gesture can make all the difference.

Here are some customer care tips that you need to implement in your salon:

Always use a customer’s name

The most important thing you can do when dealing with a client is to address them by their name. When someone knows and uses your name, you automatically feel like they value you. Make sure your staff asks every customer’s name and then refers to them by name whenever they speak to them.

You know what’s even better? Greeting them with their name before they even have a chance to say hello! You know every client’s appointment time, so why not welcome them with a “Good morning, Mr. XYZ, it’s so nice to see you again, how have you been doing?”

It’s a simple way to improve customer care and it won’t cost you a penny.

Acknowledge them

There will be times when your salon is just too busy to provide everyone with services immediately. Customers go out of their way to make it on time for their appointments; make it a point to apologize to them for the wait they had to endure.

Often, salon staff may just ignore the customers who are patiently waiting for their turn; offer them a drink and ask them about their day. These little gestures make them forget about the fact that you’re running late. On the other hand, keeping clients waiting and then ignoring them definitely won’t go down well. It reflects really badly on your staff.

Apologize when there are any grievances

Running a salon won’t always be smooth sailing. Problems and crises can happen fairly often. You could run out of a particular product, a product may not agree with a client, or there’s a power outage. Sometimes things aren’t in your control.

But it’s fair for your client to get upset when something isn’t going the way they expect it to. They’re paying for your services, after all, and they expect the best. Whether your staff is at fault or not, always apologize to the client. It shows them integrity and that you want to make things better for them.

You’ve probably heard that “the customer is always right”; whether you agree with it or not, if you want your business to be successful, you need to implement this policy. A disgruntled client can ruin your business with bad word of mouth.

The first step in resolving any issue is to apologize to the client. Offer to rectify the problem and give them a free service to make up for the mishap. Make sure they’re satisfied before they leave your salon. This is a good way to ensure that you won’t receive bad reviews that could taint the image of your salon.

Listen attentively

It’s upsetting when you feel like the person you’re talking to isn’t really listening. This is doubly true for salons! Make sure your staff actively listens to everything your clients have to say. Sometimes, getting their hair done like therapy for a client. They let you in on many secrets and let you know their struggles. Your client could be going through a divorce, battling a debilitating disease, or just feeling lonely. Those 2 hours they have with you is your chance to give them the attention they need.

Another aspect of listening attentively to your clients is to understand what they want. Your client could be explaining a particular cut or color to you. You need to pay attention to detail. You need to get the perfect color and cut from what your client has described to you. Also, give them suggestions based on what they’re telling you. Don’t be afraid to ask questions when something is unclear, it’s better than just winging it!

Offer light refreshments

A spa day takes multiple hours. Clients can get hungry and thirsty during that time, which takes away from the relaxing experience. Always offer your clients a drink, be it a diet coke or a cup of coffee. Have some snacks on board too, like finger sandwiches, cookies, protein bars, etc.

You know how you can take this offering up a notch? Create a delicious drink that’s a signature of your salon. Create a simple, healthy, and tasty drink that you could use as a unique selling point. This beverage must be easy to prepare and if possible, be prepared in advance.

Customers will surely love the extra mile you have went to make them feel comfortable.

 

Looking for more advice on making your salon a success? At Salon Income Booster, we cater to businesses and help them increase hair and beauty salons income and salon retail merchandise for optimum growth. We provide everything from marketing strategies to income generation, we provide end-to-end solutions to all salons.

We also assist new businesses in the industry with their investment plans by offering consultation.