Keeping customers happy and ensuring they leave with a good impression is a very important part of running any business. With a hair salon, this is even more vital, as happy customers often return for many years. Satisfied customers are also more likely to spread the word meaning more business for you.
To ensure your customers are happy, you must learn to deal with all kinds of personalities and accept the fact that some are easier to please than others. Here are our suggestions on how you can ensure your customers leave with a great lasting impression:
Clarify their wishes first
The first task for a hair stylist should always be to ask what the customer would like, however make sure you listen to their answer. When the answer is something vague like 'just a wash and blow dry', try to find out more about their likes and dislikes and make sure you take these into account. A style you think would suit them may not be something they are comfortable with. Use your professional judgment to ensure clients don't make a decision that will ultimately cause them to damage their hair or to leave unhappy.
Refreshments
It is always a good idea to offer refreshments to your customers especially if they are having a lengthy treatment. If the customer declines, try to make the time to check again later as you may find they change their mind when waiting for a while. It might be a good idea to consider setting aside an area in your salon so that they can help themselves to cold water or tea and coffee.
Literature
Most hair salons supply magazines for their customers however they are often limited in their choice of subject. Not all customers like to read about the latest gossip in Hollywood! Offer a varied mix of magazines with some related to other hobbies such as outdoor and recreational, house and home, cars or sport.
Ask first about products
Before applying products to your customer's hair such as mouse or anti-frizz serum, ask them if they are happy for you to do so.
Check their comfort regularly
Often customers can feel uncomfortable complaining so make sure you check they are ok regularly. This can apply to the temperature of the water, their neck on the washbasin, the hair dryer temperature etc If they say nothing, don't always assume everything is ok.
Be chatty but don't overdo it
It's generally nice to chat with your customer but you should also be aware that many look at a visit to the hair salon as a place to relax away from the stress of the world outside. If your customer seems quiet, then this may be a hint to stay quiet too!
Free wifi
Offering free wifi has become a popular option for many salons and your customers will be happy knowing that they can stay 'connected'.
Be punctual
In these busy times, customers can feel very unhappy if they are left waiting long. To avoid this, overestimate the time it takes to finish a customer to ensure that you are able to take your next appointment on time. You'll also feel more relaxed and will enjoy your time at work more too.
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