MENU
SEARCHIf your clients aren't coming back, maybe it's because you haven't earned their repeat business. Here's how you can make sure you do.
Ever wonder why a client hesitates to rebook? Was it the cut? The atmosphere? The new techniques you incorporated? Did you offer anything new for her hair? Were you having a bad hair day? Or perhaps it was just that the coffee was too cold.
There are so many reasons to do a self-check when a client does not return to us, let alone bring us a friend. Clients require us to be on top of our game in all aspects of our business. They come to us for much more than a cut and color. To keep them in our chair year after year, we must earn their business. This means going the extra effort to make sure that you have serviced that client in every possible way in order to gain their respect and the trust. First impressions can make or break your chance to have that client return, so what you do and how you conduct yourself has everything to do with how that client is going to respond to you by coming back to you again and again or just the opposite: never again.
Building a good relationship with your clients is the number one way you will get them to return to you. First, they must feel a connection, one that is built from listening to their needs and offering suggestions that they can think about. This is key to the foundation of your relationship. If they do not feel that you are concerned with their needs, you've lost the opportunity for a second visit.
Clients today have many choices to fulfill their beauty needs. You must have that certain special way of accommodation that sets you apart from your competition. They must believe that what you say will make a difference. Sometimes it is simply how you make them feel. Clients come back because of an emotion they get from their experience. It is our gift to them, and their joy is their gift to us. That one magical moment that can take the breath away of a client as she or he walks out our door is what will bring them back to us.
If you continually build upon your relationship by adding to it, nurturing it and placing value in it, they will continue to come. Clients respond to the way we treat them. If they feel unconditional respect and appreciation for their presence in your salon, they're bound to want to share with all of their friends and family the wonderful experience of you and your services.
Success is in the power of your hands as well as in the beauty of your voice. What you have to say and how you treat your client is a reflection of who you are as a person. Your clientele base will grow as much as you grow as a person. Educate yourself so that you have more to share with clients. They need mental stimulation; part of building your business is building your image as an expert in the beauty industry. They want you to know what's hot and what's not. They count on your expertise in more ways than just beauty. They think we hairdressers have all the answers! It is our business to help them feel that we do!
Little things that you do daily that have a huge impact on another human spirit. Our business is about people first. That is the number one thing to remember. Yes we do hair, make-up and nails, yes we are all artists, yes we know fashion, but none of that matters if you don't have a person to share it with. This is a people business, and learning to love people will fill your pockets with success. Taking care of the souls of our clients by doing small acts of kindness will keep them returning year after year. So share their stories, invest time in your visits, offer your compassion for their life concerns, and it will mean a lot to them.
People need people to care, and we are caretakers. We take care of their beauty needs, but we also take care of their spirits. The best thing you can do to keep your clients returning is to offer your best self, the love for your industry and the passion that drives you.
Clients give these reasons for never showing up again:
unsatisfied with service/cut was too short
stylist didn't pay enough attention/didn't listen to me
stylist had bad attitude
personality difference/no connection with stylist
had to wait too long/stylist was overbooked
didn't like salon atmosphere
I was bored
the price was too high
salon was too far away
service took too much time
Real success is when a client: leaves with A SMILE and RETURNS with a FRIEND!
To your Success!
Kathy Jager has been a cosmetologist since 1980. She's worked as a staff member, a salon owner and a manufacturer's educator. She's also the author of As the Chair Turns. Kathy periodically offers FirstChair readers the wisdom that comes from first-hand experience in the industry.
LifeSpa leader Ali Yanez explains why strong mentorship, predictable income, meaningful recognition and the right work environment help beauty professionals build careers that last.
Whether a beauty professional chooses a commission salon, booth rental, salon suite or salon ownership, the common thread is having more choices than ever before.
Sport Clips Haircuts will host its inaugural "Level Up Live," a first-of-its-kind virtual event that combines live haircutting education, career inspiration, product knowledge, and employment opportunities for licensed stylists and cosmetology students nationwide.
Orthopedic PT reveals three daily exercises plus ergonomic advice that can help salon professionals avoid the aches and injuries caused by standing, bending and repetitive overhead work.
Four publications for beauty industry professionals to enhance their leadership skills, financial awareness, professional growth, and joy!
Salon suite pioneer Karen Kaminski argues that the next evolution of independent beauty businesses won't be defined by beautiful spaces alone, it will be driven by smarter systems that help professionals spend less time on administrative work and more time serving clients.
At a time when many LGBTQ+ people felt compelled to hide parts of themselves, Carlos Valenzuela found a career in beauty and a community that offered opportunity based on what you could do and how well you could do it.
Whether it's social media, fashion, film, art, or culture, Chaz Dean advises stylists to stay aware of what's inspiring people. Take the elements that make sense for you in these five lessons learned through a life in beauty.
For Jessica Domoney, building a successful career isn't about saying yes to every opportunity, it's about protecting your time, investing in yourself and creating an experience clients won't forget.
MODERN SALON sat down with Samuels to discuss the book, beauty education, mentorship and the habits that help beauty professionals thrive.
"The mistake people make is treating AI like a vending machine instead of a personal assistant." Digital marketing expert Scott Moon shares how beauty professionals can use AI while staying authentic
Real-world advice on creativity, consultations, color, burnout, business, boundaries, inclusivity, client care, and career growth from educators and industry experts.
Real-world advice on creativity, consultations, color, burnout, business, boundaries, inclusivity, client care, and career growth from educators and industry experts.
Today's clients are hearing more about longevity, biohacking, inflammation, and healthy aging than ever before. This article explores the science and language behind the skin longevity movement, and what it could mean for client consultations, treatment recommendations, and professional credibility.
Licensed to Thrive, Anna Manukyan's all-in-one beauty career and financial masterclass, is being gifted to professionals who enroll in L'Oreal LEVEL Rewards for a limited time.
From breaking free of external validation to creating joy-based goals, discover a more sustainable and fulfilling path to success.
A full day of education for hairstylists and salon pros focused on pricing, personal branding, client experience, social media, and long-term career growth.
