When it comes to client experience at your salon everything counts – no matter how small it may seem. Creating lifelong, loyal customers goes beyond giving clients the best haircut or treatment with 60% of people often paying more for a better experience.
Adding value to your client experience doesn’t need to involve drastic changes, in fact this could alter what your clients love most about you. Making subtle and beneficial changes are a great way to refresh the client experience.
Never miss a greeting
It might seem simple, but it’s important to greet your clients as soon as they walk in the door of your salon. Clients should be greeted within eight seconds of their arrival, otherwise their experience can already be dampened.
Whoever is greeting your clients must be able to talk to clients in the right tone every time. Greeters can even be like friends to clients – remembering past conversations can go a long way in improving a client’s experience in your salon.
It is unusual to find a salon who don’t offer their customers a beverage, but you can go that little bit further. Instead of offering the bog standard, why not offer a variety of teas such as green tea or jasmine tea?
If your budget allows it, you might want to invest in a coffee machine, which your beauty salon insurance could also cover. A coffee machine will allow you to offer a wider range of coffees such as lattes or espressos. Adding fruit into water jugs can also add a little touch, creating more a luxurious spa feel to your salon.
Remember to serve beverages in pretty cups and glasses – you may even find customers take a snap to share on social media!
Knowledge is power
Your clients value your knowledge and it is because of this they trust your recommendations and regard you as an expert. You know your clients and if you want to improve their experience in your salon, offering tailored recommendations is vital.
Taking the time to explain treatments to your clients or guiding them on which treatments or products would be best suited to them can go a long way. Clients will feel valued and personalisation goes a long way to enrich their experience.
Adding contactless payments to your salon can also improve the client experience. Payzone reported that more and more comfortable using tap and pay, with some even spending more as they don’t need to rely on having enough cash.
Contactless payments are another way to make your salon available and provide convenience to your customers. Having this option also caters to customers who prefer to use different payment methods and could easily help in situations where customers are short of cash.
Reward your clients
Your client don’t want to feel like just another customer so it’s important to make them feel like they belong. This can be achieved through loyalty schemes, where customers could get a stamp with each visit and after a certain amount of stamps, they can receive a discount or a free treatment.
Introducing a hierarchy scheme can also improve the client experience for your business such as “bronze”, “silver” and “gold” members. Not only do clients feel like valued customers, they are motivated to perform actions that can level them up, helping your customer retention as well as revenue.