How to wow your customers every time! The first key to wowing a client is to make them feel important and special. All everyone wants is to feel that someone cares about them. Especially when paying for a service.
How nice does it feel when you are remembered when you go in somewhere, or someone already has your favourite coffee ready, without even asking you. This is all about making your service personal!!
To make it personal it all comes down to how you make someone feel and what they remember about coming to your salon. Have a look at our customer service course and don't forget if you are a member of the site, it is included in your membership.
To do this we have to understand we as therapists/stylists must adapt to their client, rather than expect the client to adapt to us.
Listening and observing is central to personalising the clients experience. This way we get to know what makes our clients tick. It’s often the smallest gestures that really count. I once remembered someones name and she made a comment and she was so grateful. It stuck and she is still my client today. Turns out it made her so angry when she went somewhere previous and they couldn't be bothered to remember her name. We just never know how a client feels.
If it freezing outside, maybe offer complimentary hot stones for your clients massage instead of just a normal massage. She may then pay the extra next time around because you made her feel good and yet at the same time you unintentionally upsold another treatment.
Another thing I recommend is to note relevant client details on their record cards. Adhering to GDPR of course and use it to give the absolute best service and care on every visit. Note if something happened on their last visit, good or bad. If another person knows about it they will avoid it, or if they are elderly and live alone make a note to have a nice little chat, etc... Anything is relevant, you have no idea how that client feels if you just put yourself out a little.
We all know that first impressions really count and we need to make sure they want to come back to your salon, especially when there are so many salons to choose from, we have to get them to pick yours.
Little things like dress standards, keeping professionalism make a big difference. A nice 'hello, how are you?' to welcome them, a smile! All go a long way. I know this sounds simple, so why do so few people do it?
And don't forget the please and thankyou! It really isn't hard, but so few do it.
Personally I love being the meet and greet of the salon. I feel I can deliver and influence everything and everyone. When I stepped back from being a therapist and took over the front-of-house role to support my team, this is where it felt I was meant to be. Not to say I do not do treatments now as I do, but I love being up front.
This is where the first impression starts.
It is hard to imagine taking a step back from treatments, but in order to progress the salon, it is a must. An experienced therapist can earn say £50 doing a treatment behind closed doors for a client. But if that same therapist is in the meet and greet role, she is bringing in more clients because she can advise more people in the same amount of time, as well as supporting the team.
Clients feel good and they keep coming back. It is tiring, don't get me wrong as it is mentally taxing. You have to orchestrate the whole salon and organise clients and therapists. But it is such a rewarding role.
I believe all of the therapists and stylists should deliver well in this role.
No matter how strong your training and systems are, problems will arise. Problems need to be dealt with promptly, calmly and professionally as soon as they arise.
My team understand that a client problem or even a hint of a problem, must never be ignored. It must be dealt with there and then before it escalates.
For example: Clients will occasionally be late and this does, understandably, stress therapists working to a tight schedule. So, sometimes other therapist or whoever is in charge needs to step in and do the treatment themselves if the next client has arrived. Working as a team and helping each other really stands out to the client.
Never blame a client who is late, I agree we get frustrated and it can mess up our day. However, we never want a client to feel like we are blaming them. It can be mentioned but then very quickly overcome. I am a believer in a client is always right, even when we know they are not.
Our prices are high compared to our competition as delivering excellence doesn’t come cheap. This means our entire focus is the client and giving them an amazing, super-special experience, whatever happens.
My salon is in a little village and if we do something wrong, everyone will know. It is so important that the client knows you have gone above and beyond even if something has gone wrong. It is not always what has gone wrong people remember, it is how it was dealt with.