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Extraordinary Salon Experience

“Create a Unique Salon Experience and Build Client Loyalty”

We all know that Customer Service is important. But what exactly does Customer/Client Service mean? Does it mean getting the Client what they want with a smile? Is it ensuring a client is satisfied and her needs are met?

Did you know that most clients go to a competitor Salon, because of a Therapist’s attitude? Often Beauty Salons are overbooked. Clients are kept waiting and their appointments are rushed and they are solicited for further product sales and add on treatments and quickly pushed out the door. Many clients treated this way will never return to your Salon. Realise the importance of clients. Without clients you have no business.

Clients expect client service, in other words, the standard no waiting, general procedure of carrying out your job competently. When you take this a step further you create a whole new dimension in the Salon Experience.

When you offer something extra: a cup of coffee, a chat, a joke, ask your clients about their life, work, children etc. Always make special notes on your client cards. If your client mentions spouses name or children’s sports, interesting events, etc. Make a note. Next time you make a point of asking about them. Without fail your clients will be impressed that you remembered.

Lets pretend for a moment:

You are welcomed into an Exclusive and Luxurious Salon where you are addressed by your name (many times). You talk about yourself. You feel comfortable opening up to the Beauty Therapist. You laugh as the Therapist tells you something funny. You are surprised that your Therapist remembers you went on holiday and she asks whether you enjoyed it. You admire the beautiful Art, the tall and elegant arrangement of flowers. (No pictures of anatomy and skin care products.)

You are offered a Cappuccino/Herbal tea/Mineral Water.

The Therapist enquires, “Are you warm enough? Comfortable?” You can tell the Therapist is highly skilled and you feel confident in her ability. She discusses your concerns.

You settle in and are transported to a relaxing atmosphere. There’s soft deeply relaxing music playing; the skin care products bring forth a fresh and amazing scent. Your muscles “melt” and you feel the tension dissipate at the touch of the Therapist.

Not only do you feel like a VIP, but also you are left with outstanding treatment results. You understood how the home care products will advance the results you obtained in the salon. You wish you could stay all day and you know you will never go elsewhere ...

When you strive to make the Clients time with you unforgettable and deliver the ultimate goal of client experience; this is when you move from client service to client experience. Client Experience leads to Client Loyalty.

Published in Client Relationship

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