You can build your salon with the most expensive equipment. Hire the finest interior decorator to finish the salons interior. Employ the best marketing person in town to promote your salon and build the best hair salon staff in the country. All these things are important but this will not guaranty that your customers are happy and that you make them feel important. Many of us loose track on the significance of remembering that customers have feelings, too.
All of us want to feel important on any given day. We remember when someone goes out of their way to make us feel special or appreciated. It can be a very small gesture. It really doesn’t have to be a material thing but whatever it is, we do remember, talk about it and share the experience with friends and family. Most of us will go out of are way to be around that person or their place of business. People gravitate to those who make them feel special.
There are many things you and your staff should be trained to do or should I say come naturally when it comes to service and customer appreciation. They are simple to put in place and don’t cost the salon anything to initiate. They must start at your front desk and follow through the entire salon.
Use your customer’s name
The easiest thing to do is to remember and use your customer’s name. Your receptionist knows the customer is coming in at a certain time. The appointment is on her computer or logged in the appointment book. How nice is it when you walk into a place of business and be greeted with good morning Mrs. Customer it’ s so nice to see you again and we are looking forward to servicing you today. Wow. Was that hard? No, of course not but that’s the first step. The second step is when the shampoo person greats the same customer they use his or her name and say the same thing. This is a sample of an easy way to make someone feel extremely special. Do you do this in your salon today? You have their name use it. These simple things are so easy to make your customers feel special.
We all have experienced waiting in line for something. Most of the time we have gone out of are way to be there at a specific time. We have all experienced sitting in a doctor’s office. Has anyone ever said they are sorry for making you wait? Most of the time you go unnoticed and that your time is not valuable. Well your customer’s time is valuable. They have jobs, families just like you and I’m sure they have gone out of their way to make their appointment with you on time.