“A client is the most important visitor on our premises. He is not dependent on us. He is not an interruption of our work; he is the purpose for it. We are not doing him a favor by serving him, he is doing us a favor by giving us the opportunity to do so.” – Tweet That
Let’s dive into the 5 tips……
SHOW A GENUINE INTEREST IN YOUR CLIENT
Your clients need you to help them learn to trust you, and the easiest way to do this is by showing a genuine interest in your clients.
There are a number of ways you could do this:
Whether you are seeing a client for the first time or the 20th time, you need to make a positive impression. Some of the ways you could do this would bebeing on time and prepared for your appointment, offering a friendly greeting and smile, ensuring your image is a reflection of your salon.
Use the client’s name in all your communication In Dale Carnegies timeless book How To Win Friends And Influence People, he wrote, If you want to win friends, make it a point to remember them. If you remember my name you pay me a subtle compliment, you indicate that I have made an impression on you. Remember my name and you add to the feeling of importance.
Be present be there for your client, listen to your client, dont be distracted. Remember your client is paying for your time.
Be generous with your compliments everyone likes to get a compliment big or small.
COMMUNICATION IS THE KEY
Put yourself in the clients position. They trust you with their hair, face or body, they need to look in the mirror and feel like a million dollars this is your job! This process is about you developing a rapport with your client. When a client enters your salon, they bring a variety of wants and needs. Sometimes a client has a very clear idea of what he or she wants while another client may have only a vague idea.
You want the client to feel relaxed, comfortable and excited. A thorough consultation is the key to developing a great rapport with your client and in turn, this leads to having great communication.
VALUE YOUR CLIENT – VALUE THEIR BUSINESS
Just like you, your clients like to feel appreciated.
Dont forget to say Thank You. Remember they chose to spend their hard-earned money with you.
Be proactive and nurture the relationship. You want your client to want to come back again and see you. You want them to recommend you to all their friends, family and colleagues.
Exceed their expectations. Dont just meet their expectations, exceed them. Go out of your way for your client, go the extra mile. Not only will this show your client you value them
Follow-up service. Just because your client has left your salon doesnt mean you dont contact them. No contact with your client for 6 weeks is not going to make your client feel appreciated. A follow-up call within 48 hours to make sure your client is happy with your service is a good idea. If they are not, this is the opportunity to turn it around; do nothing and you risk losing the client.
Remember, what is the value of that client to you over a year? If a client spends $150.00 every 6 weeks, that client is worth $1275 to your business over a year.
Knowledge is power when it comes to being a successful professional within the salon industry.
Product knowledge is important as it serves to cultivate client confidence and also reflects your professional expertise.
The more knowledge you have about the products and services you provide, the easier it is to provide a quality service and gain the client’s confidence.
EXCEED CLIENT EXPECTATIONS
The first step in exceeding your client expectations is to know those expectations.
For a truly exceptional service, go the extra mile and do something your clients won’t expect.
Send a birthday text, card, voucher, or a ‘thank you’ voucher for themselves and a friend
Make product recommendations; remember your client has come to you because you are an expert.
Rebook your client that way they won’t miss out an appointment with you when they need it.
So, follow these 5 golden rules and you will have clients that just dont want to go anywhere else.
I have created a workbook for you to download to share with your team, just click the link below and it will be on its way to your inbox.