Customer experience differentiates your salon from the one around the corner. We all deliver a great client experience at times but how do you get the team to make sure this happens every time. Having good and bad days is normal but we lose too many clients through inconsistency in our service.
We all deliver a great client experience at times but how do you get the team to make sure this happens every time. Having good and bad days is normal but we lose too many clients through inconsistency in our service.
You could say, we settle for a slightly lower standard because we know we can deliver this level of service every time and we are tired of reminding ourselves and the team about the little touches and important features that can be so easy to overlook.
Not all salons suffer from this issue, so…
- What is their secret?
- What do they know you don’t?
- What do you need to improve the clients experience and have the confidence it will stay consistently improved?
Here’s 5 basic Top Tips to get you started:
1: Decide what and who your market is.
Too often salons try to deliver an experience that’s not compatible with their market, determine yours first in order to plan improving the client experience.
2: Break the client experience down into a journey of small bite size pieces.
Maybe start with how the phone is answered, then look at how clients are greeted at the salon doors. Next at the consultation process, each stylist is likely to have a different approach so how can you make this consistent? All these things will set the experience off to a good start.
3: Work with the team to designing the client experience.
The team are more likely to deliver a consistent service if it’s been created using their ideas. This way they will understand what the salon is trying to create and how best to go about delivering it. There’s an opportunity here for the team to support each other to progress the business and put the focus firmly on the client experience.
4: It’s all in the small detail.
I know you will have heard this one before, in fact even Richard Branson talks about this. Small extra touches done consistently well create extraordinary results. You may become known for the little extra touches your salon provides and this will support client retention.
5: Walk your Talk
If you are a salon owner working on the floor with clients then you must walk your talk. Never expect the team to do what you say if you don't lead by example. Mentor them instead of instruct, do it right yourself and they are sure to follow.”
Members can find out more about the specifics of delivering a great client experience by downloading the NHF guide on client experience.
Chris Amos, Winning Ways