Expert Advice

How to Lose a Client in One Visit

Laurel Nelson | July 10, 2011 | 6:21 PM

How to Lose a Client in One Visit

Think your salon has great customer service? You might want to think twice. Don’t forget, details mean everything to your clients. Here are a few common pitfalls to avoid:

  1. Not greeting clients when they arrive.
  2. Pointing vaguely to an area where the shampoo capes are instead of walking clients over and showing them.
  3. Forgetting to offer a glass of water or coffee.
  4. Making her wait more than 20 minutes.
  5. Screwing up a hair cut/color and not offering a complimentary “fix.”
  6. Rude front desk staff.
  7. Not informing her of new charges (for a blowout, bang trim, etc.) before you add it to her bill.

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