Expert Advice

Q&A: Client Loyalty

July 10, 2011 | 11:47 PM
What is the best way to retain clients?

Stacey Dabney Ramirez says:

Stacey Dabney Ramirez

“At Bella Bethesda Salon the client is our number-one priority. Our staff and stylists are committed to ensuring that each client leaves satisfied with their expectations exceeded,” says Stacy Dabney Ramirez, co-owner of Bella Bethesda Salon in Bethesda, Maryland. “Consistency is key when it comes to client retention, and their experience should be seamless from check-in to check-out. Delivering consistency is dependent on a staff equipped not only with top-notch professional skills but also strong customer-service ideals.

“At our salon we offer a variety of complimentary amenities to all clients whether they are new to the salon or regular visitors. During their initial appointment, all new clients receive a welcome packet that explains the perks to being a client including: quarterly free treatment days, a product exchange policy and unique after-hours events.

“New clients are also automatically enrolled in Bella Bethesda’s Client Reward Program. Upon their first visit they begin accumulating points that help them save money on future services and purchases. Lastly, a user-friendly website and strong communication skills, including prompt e-mail follow up and an engaging social media presence, has helped our salon extend a satisfying experience to our clients in between their visits.”

Michael Crispel says:

Q&A: Client Loyalty
Michael Crispel

“In order to retain clients, I have made customer service a top priority. Earth Salon offers high-end services with a down-to-earth feel,” says Michael Crispel, owner and director of Earth Salon in Toronto, Ontario. “We are always at the forefront of new styles, cutting edge techniques and innovative products.

“Each service comes with a complimentary scalp treatment and hand massage to ensure the clients’ experience is relaxing and pampering. Clients are offered fringe adjustments at no charge and follow-up calls are made to all new clients or those who have undergone a change. Additionally, I urge my staff to re-consult with clients after 10 services—just to make sure they are happy with the salon and its services. Complimentary coffee and refreshments are always available and always top shelf.

“Earth Salon goes above and beyond, offering complimentary blow dry classes in the evening as well as a Hair 101 class, which teaches clients how to style an everyday cut, how to create an updo and how to use different styling tools. We also have a program called Share Your Secret: for every two clients an existing client refers to our salon they receive a complimentary hair cut with their stylist.”

Lisa Chiccine says:

Q&A: Client Loyalty
Lisa Chiccine

“Keeping a client takes great work, great customer service, and a lot of love and care,” says Lisa Chiccine, owner of the Lisa Chiccine Salon in New York, New York. “Give the client what they want. Listen to what they say. Ask them how their hair cut and color has treated them since their last appointment. Ask them what you can do to make it even easier for them to maintain.”

“Be as accommodating as possible. If a client needs to come in extremely early or late, be available. Customer service is key. The littlest things can go a long way. If your client is coming at a time you think they might be a little hungry, have a snack waiting for them. Ask them what their favorite beverage is just in case the salon does not normally have it, and be sure it’s there for them.

“Have toiletries ready for clients to freshen up during their busy day. Often clients come into the hair salon wanting to talk and they want someone to listen to them. For some clients it’s like a therapy session. They not only leave looking great, but feeling better as well, which is an added bonus. If you accomplish all of these things and the client leaves happy, they will be back.”

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