A SALON GUIDE TO CLIENT LOYALTY
Read this blog for examples of what this means in the salon!
- Underpromise and over-deliver!
- Back up your words with action
- Treat others as you wanted to be treated.
Your reputation is all you have in business, so make sure you are doing the right thing. While it may seem obvious that BEING HONEST attracts TRUST and LOYALTY, sometimes the line is blurred for professionals. While we need to be descriptive, it is better to keep it simple and allow the actual service to wow the customer. Creating too large of an expectation can backfire if you don’t have the means to back it up.
- Under Promise and Over Deliver: Over the phone, you sell your salon as white glove service, the ultimate luxury experience. When the guest arrives, there isn’t a valet or a doorman. Then your receptionist is on a bathroom break causing the new guest to wait for someone to check them in. Due to your phony upsell, this new guest is going to be extremely disappointed. A better approach in the booking would have been to welcome them to your salon & explain they should ask to give themselves extra time to find parking and check-in for their first visit.
- Back up your Words with Actions: If you tell your guest you are writing down their color formula, do it. This will allow you to offer the same formula on their next visit. If you say you’re going to follow up with them, make sure you reach out within a week. We don’t have to make any promises, so simply put if you say something, do it!
- TREAT OTHERS the WAY YOU WANT TO BE TREATED: Your vendor sends you an extra bottle of shampoo that was not charged on the invoice. The right thing to do is call them and make them aware. You would call them if they charged you for one and didn’t send it.
FINAL THOUGHTS
We are in business to make money, Just remember if you are honest with your approach you will do better in the long run.
If you know bleaching someone’s hair will destroy it, don’t do it and explain why. Give them an alternative option.
Think of your guests as your grandparents. Would you want someone taking advantage of your nana?!
Whether you believe in Karma, the 10 commandments, or right vs wrong, trust me Honesty is the Best Policy.
