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Client retention what do you do

02 Feb

Welcome to BACK2MYROOTS B2MR: sharing thought knowledge

Regular postings of fresh new topic’s

 

As Salon owner’s. Managers. stylist’s we all have one major things in Common.

Do you know what that is ? We all work in the service Industry. It is our job to offer the highest standards of. Service and Consultation, Offer the best advise supported by knowledge and education.

 

It is a know fact that 50% of clients that visit a salon for the first time do not return! Why is this? What is going wrong? We all spend so much time money and energy trying to get new business. Trying to build up a strong clientele, have good colour retention.

 

So we need to take an honest look at what is going wrong. This has to be done both as. A Salon as a team and as an individual.

 

Clients leave through. Poor service. Bad job. Personality issues. Pricing. oh and a friend telling them about the new wonder salon down the road, Is everything yours is not!

In all of the above situations the only one person who cannot be blamed is the client. It is our job to cherish care and build up a trusting honest relationship.

It is possible but it does take. Hard work, Humility, Honesty and caring.

I recently lost my dear life friend my dog Zip he was almost 10 years old. 3 years ago we moved to the Uk from Canada. leaving my clients and hair business behind.

I have stayed in touch with many of my clients it’s easy with so many Media tools available to us

Well I learned another lesson in Zip’s passing sad as it was. How loved and how many clients remembered him the salon the service, so many postings with messages from people who’s hair I have not done for three years. But they still care they still remember the time we spent together.  They left message s reflecting on this time spent. Why? Because they wanted to.

Service Consultation the key.

We get so wrapped up in booking. Being busy. Fitting in as many clients as possible. That we forget that the person that client in the chair is the most important thing. Think less about the money more about the service for one takes care of the other.

Look after that client give the most attentive service make them feel special she will tell friend and so it builds.

Easy just repeat the same system over and over treat every client the same every time as if it were a first visit and they are really special. Fool proof!

Service .Consultation. communication. professional product advise. note not sales advise educate the product it will sell it self.

Do you take the time to really listen and give honest advise?

Would you suggest a different look ? If what was being requested would not look good?

Would you suggest not doing a chemical process if you thought condition to poor?

Would you stay late working with a client until happy?

Have boundaries a 15 min rule for lateness no exception ! why it’s easy the knock on effect over the day creates you running late others being effected.

You see both clients and us as stylist have to be accountable for our actions. Make a decision live with the consequences. Mutual respect.

Give sound solid honest advise even if it’s not what the clients wants to hear. Do not take on work that is not represent your own high standards and explain why?

More to follow on this topic but enough to digest for now.

little gem of a book

A useful tool

http://www.back2myroots.co.uk/

 

http://www.doubleyoursalonsales.com/

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