Customer Service

10 Ways to Offer Exceptional Service

How about a VIP program or a "client recovery" program?


Research your top money spenders and treat them to some extra TLC at a special event or with a gift certificate for a complimentary service.

ESTABLISH A NEW-CLIENT PROGRAM. Allow first-time customers extra time in the appointment book, a special consultation, and a new-client bag with goodies and a voucher for a second visit.

OFFER NAIL-CLUB CARDS. Give your frequent buyers a complimentary manicure or pedicure after a certain number of services are purchased.

INSTITUTE A REFERRAL PROGRAM. Reward existing clients for referring new ones. For every new client that is referred, your existing client should be thanked.

USE E-MAIL MARKETING TO ALERT CLIENTS OF LAST-MINUTE OPENINGS. This helps increase your productivity rates and allows your clients to sample a service they otherwise might not have received.

USE ON-HOLD MARKETING to add a level of professionalism to your front desk system. Remind clients of current promotions, new products, and salon news.

INSTITUTE A CLIENT RECOVERY PROGRAM. Let lost clients know they are missed and valued. Send out postcards or letters with a survey and try to win them back.

ADD SPICE TO YOUR MENU WITH SEASONAL PEDICURES. Treatments like Peach Mango for the summer and Cooling Peppermint for the winter with complimentary refreshments make you different.

SET YOURSELF APART WITH AMENITIES like jewelry cleaning, neck and shoulder massages, and fresh beverages. These extras go above and beyond and help exceed our client’s expectations.

CREATE SPECIAL-OCCASION WISH LISTS. Clients can use these to suggest services they’d like to receive as gifts from their friends and family members.

Lisa Arnold is a national business coach for salons and spas and has 17 years of experience in the industry.

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