One of the most important things you can do as a salon industry professional is to remember what it’s like to be a client. There’s nothing quite like that perfect salon experience where you leave feeling like a million bucks.
When clients have a great experience, the effect is something of a multiplier. Not only will they be more likely to return, but they’ll also talk about the experience and share images on social media. But great customer service is about much more than just a great hairstyle and quality salon products. It’s about making your clients feel special and sharing your passion for great hair and hair products with them!
In this post from our team at National Salon Resources, we’re sharing some of our favorite ways to improve your customers’ experience and take advantage of that multiplier effect. Create your account to give your customers more of what they love today!
Experience is Everything
Have you ever been to a high-end salon that just seemed to be missing something? The salon industry is a unique industry because feelings and experience are just as important as the looks you produce. Even if the location is perfect, the inside of the salon is just beautiful, and the stylists produce gorgeous looks, customers need to feel important and valued. And the beauty of this emotional factor is that once you start giving clients a more connected experience, you’ll have regulars that stay with you for years or even for life.
Here are a few simple steps you can take to give your clients that emotional boost that translates to a better customer experience:
1.Listen to them.
This is one of the most important things we can do as stylists. The best stylists are happy to give their clients a listening ear, and this starts by genuinely caring about how they’re doing. From listening to their hair experiences and desires to asking follow-up questions when they talk about themselves, this is a beautiful way to build rapport.
As Dale Carnegie famously noted, listening to others makes them feel important and helps to create loyalty. And in a digital world where people share everything but rarely connect, having someone truly listen is a basic human need that often isn’t getting met.
2.Call them by name.
Names are powerful. Calling your client by her name while she’s in your chair reinforces the feeling that she’s not just another item on your daily agenda. When you meet a new client for the first time, be sure to create an index card with their name on it and keep it handy during their first appointment.
3.Don’t be afraid to apologize.
Whether they’re behind the salon chair, serving Italian food, presenting a court case, or repairing a car, every working professional will eventually make a mistake. Maybe you overbooked your appointments, or perhaps you underestimated how long an appointment would take.
It’s how you handle that mistake that truly matters. Chances are, you’re not going to be able to hide your mistake. But if you apologize in earnest and immediately try to make things right, you’ll find many clients respect that.
Order Your Professional Hair Care Products
In addition to offering great customer service, one of the best things you can do to improve customer experience is to offer your clients quality professional hair care products. Text us or call to connect with a member of our team at 1-800-622-0003 to learn more about our National Salon Resources hair products and sign up online for your account today.