Client retention. It’s the issue facing every hair salon owner, from large-scale chains down to independent stylists working out of their homes.
How to retain clients at a salon – What does it take to create a loyal client base, one that not only keeps coming back but spreads the word about your business to their friends and family?
There is, of course, the essential factor: great service; however, retaining and growing your business is about more than hair. To ensure your client schedules another appointment, one factor stands a cut above in terms of importance: a memorable hair salon experience.
In this article, we’ll be taking a look at how to make your hair salon stand out. We’ll discuss how to create an unforgettable salon experience that will grow your client base and keep them coming back again and again,
Hair Salon Ideas for a Great Customer Experience
- Positive Vibes and Great Service
Creating a fantastic salon guest experience begins when the client walks in the door. Experts recommend greeting them within 8 seconds of their arrival and doing so at eye level. A good practice is to have a staffer specifically designated to post up at the door in order to greet the customers with a friendly, helpful smile.
Another suggestion is to have all staffers wear nametags and to incorporate a consistent but loose dress code. An all-black policy is perfect for contributing to a high-end atmosphere, while colorful aprons can make for a more playful, vintage vibe.
Although they might seem like small touches, when you really focus on making the entire experience about the guest, featuring professional but positive vibes and standout guest service, the client will notice and likely tell their friends and family all about it.
Pro Tip: When you’re thinking about hair salon ideas and marketing, don’t underestimate the power of a client’s Facebook or Instagram post–the better they feel after leaving your salon, the more gushing the public recommendation will be.
- Complimentary Services are Essential
No memorable hair salon experience would be complete without optional, complimentary services. This is all about pampering the client, allowing them to escape their busy lives for a bit. Complimentary shoulder and hand massages, for instance, are great for loosening tension and making the client feel relaxed.
You can personalize the experience by offering lavender, jasmine, and other scented oils during the massage to help the de-stressing process. For a particularly delightful surprise, top the scalp massage off by drying the client’s hair with a heated towel.
- Personalize the Experience
If you’re wondering how to make your salon stand out, personalization is a must. Experts suggest adding nameplates to each of the stylist’s stations. It may take some extra prep work, but this personal touch will go a long way in keeping the client returning.
Additionally, taking the time to ask the client about the hair care process and styling regiment—and then actually listening and asking follow-up questions—will allow the stylists to familiarize themselves with what the client wants (and needs), which will lead to a better end result and significantly contribute to making a memorable hair salon experience worth recommending to others.
- Create a Comfortable, Clean Environment
When asked, “What do clients want in a hair salon?” the answer inevitably turns toward being comfortable. No matter what aesthetic you’re going for, you’ll want an inviting, stylish reception desk area with plenty of cozy seating and eye-catching retail displays, as well as sturdy, comfort-forward salon chairs and washing stations. To create such an effect, purchasing furniture from a trusted salon and spa equipment supplier is essential.
Besides furniture, lighting plays a crucial role in establishing a comfortable ambiance in a hair salon. Adequate lighting can improve the overall atmosphere of the salon and instill a relaxed and comfortable feeling among clients. Warm, gentle lighting can promote a welcoming and cozy environment, whereas bright lighting can aid stylists in examining hair colors and finer details with precision.
Lastly, it’s imperative that your salon remains clean and organized during business hours, as a messy or dirty salon can be off-putting to clients. Regular cleaning and maintenance of the salon equipment and tools, as well as a well-stocked inventory of quality hair products, can help ensure clients have a pleasant and enjoyable visit each time they come. When it comes to the question of how to make a salon successful, the answer is always about high-level customer service and consistent customer satisfaction.
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