Customer Service: How To Keep Your Client Happy
Smiling and making eye contact will help you keep your clients feel valued. Here Eric Fisher consults with a new client.
It’s not just about doing great hair, or make up, nails or skin care. So much of keeping your client happy is customer service.
Eric Fisher, owner of the Eric Fisher Salons and the Eric Fisher Academy, Wichita, Kansas, is one of the most successful salon professionals in the industry. Maintaining a happy client base is just one of his areas of expertise. Fisher acknowledges that there are a LOT of talented artists, but talent alone may not be enough to be successful. Salon pros must go above and beyond to keep the client happy and coming back.
MODERN’s Maggie Mulhern met with Fisher at the Premiere show in Orlando, Florida, and asked him to share his top ten tips to making your client feel important and valued:
1. Smile and Make Eye Contact: A warm, genuine smile diffuses any nervousness your guests may be feeling. A smile can instantly make them feel more at ease and sets the stage for an exceptional experience for both of you. In addition, eye contact is essential to communication. Making eye contact with your guests means you are paying attention to them, that they are important to you, and that you’re going to attentively and mindfully listen to everything they have to say.
2. Touch: Physical touching is a big part of what we do in the beauty business because it helps us connect with our clients. It’s a positive exchange of energy that bonds you and your guest. A great place to start is with a firm, friendly handshake.
3. Say Your Guest’s Name: Using your guest’s name makes each feel special and creates a comfortable, caring culture in the salon. Try to use it several times during your time with them: “Mary, it’s great to see you!”, “How’s this looking, Mary?”, “Is there anything else I can do for you today, Mary?” This may seem simple, but it’s incredibly important.
4. Compliment Your Guests: Try to compliment your guests at any given opportunity. Compliment their shoes, clothes, eyes, hair, skin, or bone structure. Don’t just do this for your guest, do it for everybody around you. Complimenting or praising people makes them feel good and creates a positive environment in the salon.
5. My Pleasure: When someone thanks you, refrain from replying with “No problem” or “Uh-huh”. Instead, say “My pleasure!” This phrasing will create a positive image for the guest and let them know you have a genuine interest in their personal needs.
6. Say Yes: Don’t tell the client what you can’t do for them, tell them what you CAN do. Your job is to make your guests happy. If you only tell them what you can’t or won’t do, they probably won’t come back.
7. Thank You: “Thank you” is such a powerful phrase and you should say it any time you get the chance. Thanking people reassures them of their value and makes them feel appreciated. Clients have a world of choices, so make it a priority to let them know you’re glad they chose you.
8. Pay Attention: Be in the moment with your client! It sounds so simple, but it can be difficult for many of us. When you’re with a guest, don’t answer any phone calls, chat with other stylists, or pay attention to other guests. When you focus your attention on your client, they will appreciate it and want to continue to see you.
9. Perform Everything Like You’re Working for Tips: Everything you do, do it to the max. The best greeting, the best consultation, the best shampoo, the best blowout. Don’t just look at what you’re getting at work; look at what you’re giving. Give 100% every time and you’ll be successful.
10. Fond Farewell: Make it a goal to finish every conversation with, “Is there anything else I can do for you today, (name)?” This phrase should end every conversation with guests in person and on the phone. Remember: you’re not just their service provider, you’re their partner.
When it comes to getting started in the industry, Fisher adds important advice to salon pros just getting started. “You can’t start at the finish line,” Fisher says. “You’ve got to pay your dues. It’s about putting in the work. It’s about learning your craft, technical expertise and developing your style.”
In this short video, Fisher shares other tips while offering great advice to new salon pros: