Customer Service

Ten Ways to Keep the Client Experience Fresh

Don't let a visit to your salon feel stale. Liven it up with these 10 fresh ideas.

#1 MAKE SURE EVERYONE KNOWS WHEN A STAFF MEMBER DOES SOMETHING NEW - Write about it in your newsletter or post an announcement in the salon. List recent achievements and educational classes taken. Update staff members’ bios often for clients to read while they are waiting. Also keep these updated on your website.

#2 CHANGE YOUR PHONE GREETING TO SOMETHING NEW, BETTER, BIGGER, OR AT LEAST DIFFERENT - How about simply saying, “It’s a GREAT day at ___________Salon. This is ____________.How can I help you?”

#3 CHANGE YOUR PHONE GREETING OFTEN - You can change it with the seasons, the holidays, or promotions you are running. In February, in honor of Valentine’s Day, Imagine Salon in Grand Blanc, Mich., changed its phone greeting to “Love is in the hair. Thank you for calling Imagine Salon.”

#4 PROMOTE ADD-ON OPTIONS AND CROSS-MARKETING SALON SERVICES TO GET CLIENTS TO TRY SOMETHING NEW - After the client makes her appointment, simply ask her if she would like to reserve a few more minutes for an eyebrow arch, foot mask, paraffin treatment, etc.

#5 RUN A DIFFERENT PROMOTION EVERY FOUR TO SIX WEEKS TO KEEP CLIENTS INVOLVED AND EXCITED – Promotions can vary from retail promos to service promos to referral promos. Support your promotions with strong visuals and “shelf-talkers” throughout the salon.

#6 MAKE SURE YOUR GREETING IS WARM AND SINCERE WHEN A CLIENT ENTERS THE SALON - How about, Welcome to __________Salon. May I let your technician know you are here?” Greet returning clients by name. If you can’t remember her name, try, “Welcome back! May I let your technician know you are here?”

#7 WHEN A CLIENT ENTERS, OFFER TO TAKE HER COAT, FIND HER A MAGAZINE, AND POUR HER A BEVERAGE - Try seasonal beverages such as hot cocoa in the winter, iced fruit water in the spring, lemonade in the summer, and hot cider in the fall.

#8 CHANGE YOUR RETAIL SHELVES OFTEN AND ADD PROPS AND SHELF-TALKERS - An easy and inexpensive way to change background color is to add colored gift bags and tissue appropriate to the season or upcoming holidays.

#9 SHOWCASE YOUR FEATURED PRODUCT OF THE MONTH IN A SPOT NEAR THE SALON’S HIGHEST TRAFFIC AREA - Buy and display larger quantities of the featured product — make it clear that you are serious about selling it. Create eyecatching, colorful signage featuring the special promotion throughout the salon.

#10 STAY AWAY FROM WHITE OR LIGHT COLORS IN DISPLAYS - They tend to blend with the bottles into a blah, boring wall. Shine distinctive lighting from above or below the products, to help draw attention. Using sound and moving visuals such as videos is a great way to make a professional impact and intrigue browsers.

~ Kristi Valenzuela is president of Crystal Focus Coaching. To contact her, write to coachkristi@crystalfocus.com, or call (877) 378-8212.

Keywords:   customer service  

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