In the world of styling, our customer service skills may be the last thing clients are thinking about when they book an appointment. They probably want to know if we can make them look like the celebrity in “this photo.” Or what we can do to make their split ends go away for good. How about a miracle cure for grey hairs?
While all that’s great, your reputation for great customer service is likely the most important ingredient of building a loyal clientele. Even if you have a solid list of clients, there’s always room for improvement when it comes to making them happy. Here’s what you need to do to keep them coming back — again and again.
- Predict the client’s needs. Knowing what a client wants — before she wants it — comes with a few years’ experience along with your most familiar customers. But once you see the same people at least several times a year, you need to start learning their likes and dislikes. You’ll soon understand what they look forward to at the salon – a nice chat, “the usual,” or even just getting their hair shampooed — and be able to provide them with a better experience.
- Be honest. When clients ask your opinion on a new hairstyle they’re considering, they really want your honest opinion. If you think a particular style won’t look great on a client, try suggesting similar, but alternative styles instead. Speaking your mind up front is a much better option than telling a client what she wants to hear and ending up giving her a style she hates.
- Interact with clients. Obviously, you’re going to have some interaction with clients when they come in for appointments, but you can also interact with them through your blog and social media pages. Frequently posting content and responding to comments makes you more accessible to clients and helps them connect with you on a more personal level. Make sure you keep it up.
- Fix your mistakes. We all make mistakes in the salon, whether it’s a bob gone wrong or a shade or two lighter than what the client was going after. Some can be fixed by a little extra time mixing up the right colors, while others would require a miracle (like chopping off too many inches during that trim). The best thing to do is apologize to the client and find out what you can do to make things right, like offering a free service on her next visit.
Part of improving client satisfaction is having a solid system in place for booking appointments and keeping track of your inventory. Stylie helps you achieve that by acting as an online calendar and POS for independent beauty professionals. Request your free 30-day trial today to see it in action.
-Easy for you, Easy to love-