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Good communication leads to salon client retention
Earn more when you learn why clients return.
by Web Editor
July 10, 20113 min to read
AG Hair Cosmetics’ Power of the Professional Experience seminar offers insight to industry professionals on how to provide service with style and substance while being successful. Here, the company sums up the seminar’s approach.
Did you know that half of what makes stylists successful is not even related to their ability? Client retention and communication are key to maximizing your earning potential as a stylist and account for 50 percent of your success.
true value of a client
Think about the number of clients you have. Now think about how much they spend annually at your salon. It’s easy to see how fast the numbers add up and even more so when you’ve satisfied your clients’ needs.
Consider this: focus group feedback indicates that clients look forward to their salon visit because they anticipate a positive change in their look and expect to be pampered. Clients who express disappointment in their salon visit report either that 1. their stylist didn’t ask, or didn’t listen to, what they wanted, or 2. they were unable to recreate the style at home.
So what do clients say keeps them coming back?
getting the style and color they want
receiving attentive service and making them feel special
feeling they got a good value
instruction in how to use the products at home to recreate the style
Investing in your community, implementing out of the box marketing strategies, like VIP events, and rewarding and encouraging referrals can go a long way to maximizing your earning potential and growing your business.
service with the right style and substance
If 50 percent of your success as a stylist is based on ability and 25 percent on client retention, then communication accounts for the other 25 percent your earning potential. To communicate effectively, just remember the word “right.â€
R—relate to your client
I—identify your client’s expectations
G—generate excitement
H—help with the details
T—thank your clients
When relating to your client, pay particular attention to non-verbal communication. Make regular eye contact, and consider both your body language and that of your client. Identify clients’ expectations by asking questions about their last visit, current visit and daily regimen.
After listening to your client, you have a chance to shine. Describe your vision, use a color chart to recommend, show the products you’ll use to create the style and always confirm the direction with your client. Then help with the details: line up all the products you’ve recommended on your station and, as you use them, explain what you’re doing.
Never underestimate the power of thanking your client. Not only is it respectful, thoughtful and appreciative, but it’s also a point of difference you offer.
Photo courtesy of AG Hair Cosmetics. To find out more about AG Hair Cosmetics Power of the Professional Experience seminar, please call 1-888-694-8866.
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