It’s common knowledge that your sales are bound to go up and down, but great service is forever. Which is why we’ve written a helpful blog full of tips and tricks on how to provide the most memorable, 5* service!
Wondering why great service is so important?
· It increases your client loyalty – Clients are much more likely to return to a salon they know they’ll feel special at.
· Increases referrals – Similarly, clients are likely to talk about a good experience they’ve had in a Salon, or even better, people will ask your clients where they got their hair or nails done.
· Ultimately, higher profits – Repeat customers and a bigger client base overall will work wonders on your revenue.
· No more gaps in your calendar – Your staff will no longer have to carry out pointless tasks to keep themselves occupied, there will always be a client to see too.
· Widespread brand awareness – You’ll find yourself with clients who travel for miles to receive your service. Word of mouth is something that spreads far and wide!
Facts to remember
According to Harris Interactive customer experience report:
· 85% of customers would be willing to pay 25% more for a superior customer experience.
· 40% began purchasing from a competitor after a bad experience.
· 55% became a customer to a company for their great customer service reputation.
How do I make it happen?
1. First thing’s first. You need to know all your clients like the back of your hand. Old and new. Get to know them, how they like their tea, their preference of nail length, hair style, routine, everything. Now I should hope you know your long-standing customer’s pretty well by now, but for your new customers; try a survey. Ask personal questions, but not intrusive ones. Are they an introvert or an extrovert, casual or glamourous, confident or unconfident? Don’t lose sight of these surveys, revise them, store them – use Salon Tracker to note all their important answers on their client card to give you a helpful reminder.
2. Make them feel at home - nobody wants to make their clients feel like coming to the Salon is a chore. Offer them a drink, hot drink, cold drink (related to their preferences), and offer them regular. Biscuits, cake or snacks is always a nice gesture and having a comfortable waiting area is so important. Modern, comfy sofas with a choice of recent magazines and a TV wouldn’t go a miss. And don’t forget cleanliness. Hire a cleaner and ensure that the Salon is spotless every day. Think of what a perfect salon in would be like in your client’s eyes, it is always good to look at things from other’s perspective.
3. It’s the small things that matter – Remember the details. You had a client come in for her nails doing last month for a wedding, how was the wedding? Did they have a nice time? Small things like this will make your clients feel special and form a great relationship between staff and customers, therefore encouraging loyalty.
4. Be consistent – So you might have started off small, offering only a few treatments at a at a very professional level. So now it’s time to expand your service line and offer more treatments – which is great! CAUTION – don’t step over the reachable line. It’s great that your business is expanding but every service you have to offer needs to be to an exceptional standard, displaying consistency. This will place a level of trust between the staff and clients meaning your salon will become the hub for every treatment.
5. Communication is crucial – When your clients leave you in charge of their valuable possessions such as their hair, they are putting their full trust in you and rely on you to make them feel and look good. This means It is very important that you clearly communicate with each client and find out exactly what they want before carrying out any service/ treatment. On top of that, keep checking if that’s how they like it, giving them compliments to make them feel good about it before they even get to see the final result themselves.
And there you have it, 5 useful tips for a 5* service. Put them into practice and your reviews AND results will show it!
Any questions or queries? Email info@salontracker.co.uk or call 0113 350 8230.
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