Offering amazing customer service is a great way to retain current salon clients and gain new ones. However, sometimes we’re so busy working in our business that we forget to work on our business.
In this post, we’ll discuss hair salon customer service tips to help you strategically think about the guest experience you want to provide in your salon.
1. Make your guests feel welcome.
First impressions matter—and you have less than 30 seconds to make one. Even if a guest is having a bad day, being greeted quickly and warmly is a great way to start a session off on the right foot.
2. Pay attention to the details of your guest experience.
What’s the difference between going to a good restaurant and a great restaurant? Usually, it’s the details. For example, a good restaurant may use paper napkins, whereas a great restaurant uses linen napkins.
To provide the best customer service, think about a few specific details you’ll use to provide great customer service. For example, you can offer clients a complimentary beverage before their service begins or take a few extra minutes to provide a relaxing scalp massage during their shampoo.
Even just greeting your customer by name and remembering details about their lives and service preferences can take their salon experience to the next level. Recording these details in client profiles in your salon software or in an app for your stylists can help you remember and leverage them.
3. Be consistent in quality.
Once you’ve strategically planned out what exceptional service at your salon looks like, make sure you keep the services and their quality predictable. For example, McDonald’s is popular because whether you’re in San Antonio, Texas, or Paris, France, you know what you’re going to get.
If you offer a relaxing scalp massage during one visit but the next time you rush through their shampoo, your clients will start to feel confused and may get the impression that your customer service is going downhill. Make a plan and then keep it consistent to provide the best customer service and keep your guests coming back.
4. Use positive language.
The language that we use is important. Clients come to your salon so you can help them look and feel good about themselves. Depending on the service you are providing, you may have your client’s attention and their ear for hours.
In addition to providing an excellent service that makes them look and feel amazing, choose your language and conversations carefully to make coming to you an enjoyable experience. Avoid gossiping about other clients or other stylists in your salon. Keep the conversation lighthearted and easygoing so guests leave feeling happy and uplifted when they leave your salon.
5. Communicate clearly.
Sometimes life happens and a guest’s experience doesn’t go as planned. However, the best way to keep it from turning into a customer service nightmare is to simply communicate.
For example, as a stylist, there are times when clients come in late or a service takes longer than expected. When things like this happen, clear communication can be the difference between a happy client and an angry one. Try to communicate with your next customer preemptively if you know you’re running behind.
Another example has to do with pricing and expectations. It’s important to communicate pricing before you start service, as well as your client’s expectations and their ongoing maintenance.
For example, some services take time to undo if they don’t like them, can require more frequent appointments, and can cause a lot of damage to the client’s hair. While you may occasionally talk a client out of a major service and lose out on some added income, you will gain trust with your clients, which will help you retain them longer.
6. Show your clients you appreciate them.
Clients are the lifeblood of any business. One way to offer excellent customer service is to express your gratitude for how they help your salon thrive. You can thank them for their business and offer special incentives and programs for your most loyal guests.
Additionally, gratitude is a great way to incentivize positive behaviors. For example, if your clients refer other people to your salon, you can thank them and offer them free products or discounts on future services.
7. Use technology to enhance your salon experience.
One of the easiest ways to make your guests feel special is by leveraging technology to make great customer service automatic and personal.
For example, SalonBiz can automatically send reminder texts to your guests, alert staff when they check in, allow you to record and manage client purchase history, before and after pics, formulas, notes and even help you send special offers, birthday messages, and notes to your loyal clients.
Make Great Salon Customer Service Automatic
Excellent customer service is vital for turning new clients into raving fans. The great news is that simply implementing a few of our hair salon customer service tips can take your salon from good to great!
The even better news? SalonBiz can help you make exceptional customer service and a wonderful guest experience automatic parts of your salon. Our seamless salon management software helps you manage everything from online booking to automated email/text confirmations, so you can focus on pampering your guests.
Book a demo to learn more about how SalonBiz can take your customer service to the next level!