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Hair salon- Customer service


Back2myroots: A place to share thoughts and grow idea’s. B2MR

Service as stylist salon owners managers. We know we are in the service industry but how much time  do we give to thinking about the service that we offer and give. Is it real service value for money? Do we go that extra mile to make that experience so very un forgettable?
Think on this A client becomes a client a soon as she or he enters your world, Not just once she or he is front of you or once you’ve finished your service! cool ha? Has this got you thinking a little?
Thinking more on service as a topic.Imagine your next client arrives flustered maybe a tad late. How you respond to this will set the tone for this encounter this time spent together.
Maybe they are running late due to an external force Irritation from a last meeting a business matter, personal issue. How do we respond to this? Make sure that your client leaves happier than when they came in! Don’t give them cause to carry their frustration over on to you. Don’t allow them to leave in the same mood as they came in with.
Imagine the customer that you have in front of your right now is the only person in the world-pay attention welcome them be present be in the moment. We only ever get one chance to make  a first impression.That first impression on the salon it look it’s image it’s identity so make it work.

The same can be said for the the look of the staff as a whole but also that first impression we as a professional project. That Image that says this is me who can i help you!

Great customer service is. A chance to be a proud representative of the salon but more importantly you represent your self as a true caring professional. A positive influence an expert in your field. No matter what service you are performing. From giving consultation advise to shampooing or technical work.
What ever part you play it’s all a part of the service it’s team work and collaboration Food for thought. The term ‘Can i help you’ can cause antagonism! Why?  Because  that’s what they are here for,your help. Especially If you deliver it with the wrong tone. Try. Out a phrase that works for you feels natural and genuine.
A simple ‘Good Morning or Afternoon’ followed by what i can do for you today. This opens the door for discussion. be ready to offer suggestion/ guidance if they hesitate. remember your the professional they have come to see. that smiled professional consultation.
Always remember that time spent with a client is about the experience you offer the interaction and not about the transaction! It’s not just about the money the fee /bill. It’s not about doing the service and charing it’s about the reassurance on money well spent an investment in oneself the feel good factor. We are skilled professional we get charge a fair rate for the service we offer and the looks we create that is why we go to work. When busy and working at a study pace know your day. Asking ‘Who’s next’ Can be very off putting! keep track of how your day is unfolding, know who is arriving , who needs help, control your day. Your are the Star in the play ‘That is the salon’ .Your clients and the interaction you have is just one scene in the play of today. Your assistance are part of the cast make sure you all know the role you have to play. To make it run smoothly.

Live in the moment with your client,each appointment is the only one that matters at the end of the day you can review the financial reward for a job well done.
Treat every client with respect,regardless of appearance or spending power. You never know who is in the cycles of influence for future recommendation. A satisfied client may not tell everyone on about you but they will recommend you and service you gave the experience you shared. You will get recommended when your name come up in the circles they move in.People’s paths always cross.
Remember that engaging with client’s always pays off in one way or another you never no when. Even if there way no sale  on that extra service or product you get to share you got to practice your pitch you have opened the door for next time .
Offer great experience great service and there will always be a next time.
For information on Salon Success and Karen David.com All the help and support they can offer you your staff and business go to. 
                                                    http://www.karendavidintl.com/
I will be soon offering easy access to all the material they have to offer directly form this site.
Mike B2MR
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The hair salon growing your business. client retention.


Welcome to BACK2MYROOTS B2MR:

Regular postings of fresh new topic’s

 

As Salon owner’s and Manager 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.

This is a team effort an experience that starts as the client walks through the door and is greeted by receptionist and salon assistance. As stylists to offer the best advise supported by knowledge and skill.

On going training product knowledge updates are all key factors to staying current and on the cutting edge of our industry.

 

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. We forget about the existing business. We forget to live in the now! Striving and Trying to build up a strong clientele. But constantly driven to look for new clients new ways to attract clients.

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 for many reason’s. Poor service. Bad job. Personality issues. Pricing. Oh and a friend telling them about the new wonder salon down the road. That being everything yours is not!

 

In all of the above instances 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. One that comes for giving the ultimate service.

Change improvements. Salon service. Image. Increased business all possible but it does take. Hard work, Humility, Honesty and caring.

 

 

Here is a little personal reflection. But it get’s a point home.

 

I recently lost my dear life friend my dog Zip. Stay with me there is a point to this! 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 will still chat stay connected. It’s easy! How? With so many Media tools available to us. Well I learned a huge 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. Because they cared. Because we had built up relationships still strong today.

 

 

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. Open lines of communication.

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.

For further places to research on going help and advise some very useful links below online support program for you your salon and team.

Some useful tools.

 

 

 

 

 

As always  hope this is useful and is useful food for thought and personal growth.Mike B2MR

 
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