How to build client loyalty
Before we begin I must confess, I was blessed to walk into a 20-year-old business when I began in the industry. That being said, I have spent the last 20 years building a new “fanbase”
All you need to do is C.A.R.E.
- Customer Service
- Attitude
- Remember
- Educate
While it may seem obvious and maybe even easy C.A.R.E-ing is often forgotten in the busy work day.
Customer Service
Keeping your customers happy is more than giving them a good haircut. Their entire experience from making the appointment to paying must be seamless.
Make sure you are consistent. We have to keep wow-ing our guests whether they come once a month for color or every week for a manicure. Each and every visit should be special and appreciated.
Attitude
Keeping a POSITIVE attitude in the workplace is imperative. No one wants to hear about your dramas. If anything they are coming to forger theirs.
Remember
You want to go “where everybody knows your name.” In addition to learning your guests’ names, make notes on your color formulas, retail suggestions, etc. Save yourself from sounding like a broken record or worse contradicting your own advice.
Education
We often take for granted what we consider common knowledge. Teach your customer how to use a brush or apply a product. These tips will stay with them long after their eyebrows grow out. They will think of you every time they use their new knowledge.
I grew up in the salon but never knew you apply styling products from the bottom up. Now, I pass that tip on to everyone. Most are in awe like I was when I learned it in my 30s!!
A few more tips to help you C.A.R.E.
- BE PUNCTUAL. This is a BIG mistake I see many professionals make. Like a broken record, I remind my staff “on time is 10 minutes before your schedule.”
- Everyone deserves a consultation, regardless of how many years you’ve performed the same service on them. maybe today’s the day they change it up!
- be genuinE. Be honest. BE FAIR. These seem like no-brainers, but I’ve heard many horror stories.
- Remember you are what you do, not what you say!