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Client Loyalty

“Create a Unique Salon Experience and Build Client Loyalty”

Do you really care about your clients?

When clients have a bad salon experience they feel they have lost money.

When the client get satisfactory service they feel they have spent money.

When they feel good about the experience and would like to return they feel it is worth exchanging money for the Experience they received at your salon.

I’ve never come across a Beauty Therapist who asks her clients how she could improve the service. When you know exactly what your client wants, then you can deliver the ultimate client experience.
Client Experience leads to Client Loyalty.

Many Salons claim that waxing is their most popular service. I know a Therapist who solely has a waxing clientele. After each and every wax she not only applies Post Epilation lotion; she massages the area too. Her clients love it and they have been loyal clients for many, many years. If they were to go elsewhere they would feel cheated, as they would miss out on the lovely massage. Waxing is certainly not classified as a pleasurable treatment, yet she soothes their pain and makes up for it with the massage and her clients feel it was worth it.

When a client makes a request, do you tell her it’s not your policy? Clients are the lifeblood of your business, and it is your business to keep them happy, right? This may mean customising your service to there needs. Some clients want to chat, some want complete silence. Give them what they want. You client may recommend you do not use sponges on her skin, she would prefer cotton wool. So be it. I have seen Therapist refuse these requests. They use excuses that sponges are the standard treatment. We are a franchise and if you were to go to any of our salons you would receive the same standard treatment. When you ignore request, you reject your client’s need, and they do not feel satisfied. When you go the extra mile, clients appreciate it and reward you will their loyalty to your business.

When you go beyond the expected or meet client requests you show you care. When you treat clients like they are special, they will be back again for your special treatment. Search for unmet needs. Ask you clients how you can be of greater assistance. You clients can only be impressed when you make extra effort to meet their needs and wants.

If a celebrity were to visit your salon, would you go to extra effort? Would you be friendlier, more helpful? Would you give it your best effort? Treat every client like a celebrity.

Reference: Scott Mc Kain author of What Customers really want.

How to bridge the gap between what your organization

Offers and what your clients crave.
Published in Client Relationship
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