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Salons are busier and bigger than ever before, so how do you keep everyone happy and business growing? Client bonding is the answer, according to Melissa’s Salon Concepts (Westminster, Calif.). “Client bonding is still the most effective and successful way of maintaining clientele and word-of-mouth referrals, even for the busiest and largest salons.” Says Stacey Kumagai, national sales manager for the company.
Bonding may be a ‘90s buzzword, but its roots are in good customer service. Melissa’s Salon Concepts offers A Nail Tech’s Perfect 10 Tips for Client Bonding.
1 Remember, a client that you do not have contact with is a client you do not possess.
2 Keep thorough client profile and history records.
3 Update records frequently and use the information to create better client relations.
4 Make notes in client cards to refer to things to make their next visit even better.
5 Follow up! Call to see how clients are doing from their recent treatment. If you can, offer help.
6 Keep clients updated on new products or trends.
7 Offering candy is not only a sweet gesture, but an essential non-verbal way of connecting with your client. Keep a well-stocked jar of colourful candy within a nail’s reach at your workstation.
8 Remember to send greeting cards for special occasions, holidays, birthdays, and anniversaries. Send thank-you cards four times a year. Clients appreciate being appreciated.
9 Create your own promotions to increase your salon traffic. Offer a discount on their next treatment if they refer a friend, for example.
10 Listen. Sometimes what is said, or not said, will help you increase client bonding by responding to client’s needs.
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