Close
Expert Advice

Stellar Customer Service

Web Editor | July 10, 2011 | 7:07 PM

Riders of the Storm

 
Stellar Customer Service

Jerry and Karen Gordon give their VIP clients the top, tress treatment.

They've weathered walk-outs, suffered recessions, seen bull and bear markets, and thrived through it all. So what's Jerry and Karen Gordon's manifesto on maintaining your base? Give people what they want-along with what they've yet to discover they want. One route: Show appreciation through a "new-experience." The goal: Make stellar customer service your primary marketing tool.
 
Explains Jerry Gordon, who along with wife Karen, owns J. Gordon Designs in Chicago, "It costs a lot of cash to market to new customers; advertising is expensive and not always effective. In this economy, we should all make a stronger effort to maintain our existing clientele by providing exemplary customer service, value-added treatments and superior customer-reward programs."

During November and December of last year, Gordon sent the salon's VIP clients (the top 250) a beautifully printed invitation for a complimentary, customized hair treatment, valued at $45. His three-fold intent: Reward top-tier clients, introduce them to a new service and expose them to a new product line. Triple play! The bonuses: The service involved a relaxing experience, and clients were told its high value, which they then equated with themselves. Results? Priceless!

More from Expert Advice

Expert Advice Sponsored by Salon Centric

Hashtag Secrets of a Top Beauty Influencer

October 17, 2018

With 108,000 Instagram followers, styling and top beauty influencer Shelley Gregory (@shelleygregoryhair) knows her way around social media, including the hashtag component. Here’s how she maximizes her hashtag game.

Expert Advice
Expert Advice

2018 MODERN SALON 100: Hai Tran @hai.stylist

Jamie Newman | August 1, 2018

You've probably seen Hai Tran (@hai.stylist)'s viral-on-Instagram post about the color journey from black to blonde, which maps out the time, cost, and sessions it takes to a client to get from a box-dye black to a pale silver. But, the rest of his page is just as well-organized and beautifully organized. Learn more about Tran here.

Expert Advice Sponsored by Sexy Hair

3 Upstyling Tricks That Will Change Your Life

June 14, 2018

Stylists who excel in the art of the updo often develop clever little tricks for creating outstanding work. Here are three go-to techniques, created by Sexy Hair artists, used to create the three looks in their latest collections.

Load More