Exceed Their Expectations, Part 2
  • NAILS Magazine
  • October 5, 2009

By Lisa Marie Arnold,Salon & Spa Solutions

         

Client communication is key! My personal opinion is that 70% of a technician’s success comes from how well you communicate with their guests. It is all in the wording; it’s a matter of word choice, finding the right phrases, and making the most of the consultation portion of the visit. Your number-one objective is to uncover a need and fill it. This cannot be properly executed if the technician fails to ask open-ended questions or doesn’t really listen to what the client is saying.

 

Examples of great questions are: 1) If we could change anything about your nails what would it be? 2) What can you not stand about your nails and skin, etc? It is our job to educate the client on her nails, hands, and feet. It is all about exceeding clients’ expectations and if we can do that by being a problem-solver we make a very big impression!

           

• Word choice can make or break the communication process. Using phrases like “I know” instead of “I think” lifts your level of professionalism leaving no room for questioning.

           

• Home care is the buzz word for retail currently in our industry. Talking about what you are recommending for at-home maintenance makes sense and sits well with clients.

 

• Rebook by telling the client when would be best to return. Making the appointment before checking out the client and completing the sale yields higher rebooking rates — that is a fact!

 

• Hold in-depth consultations where you spend more time in that initial visit and really get to know the client’s wants and needs. Many new clients feel rushed and will not return if they fell their service was slighted in any way, shape, or form.

 

• Using a daily ticket, runner, or travel card is the way to go. Clients need to know you know their history, buying habits, past retail purchases, records of client referrals, etc. This can all be readily available on a form that lists the clients for the day. The best way to obtain this is by utilizing a salon software program. A nail technician who uses a system like this will shine!

 

I guarantee you if you use some of these strategies you will be raising the bar on your services and giving your competition a run for their money. Good luck!

           

Keywords:   customer service     Lisa Arnold   

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