In the past couple newsletters we have discussed the importance of your CORE customers and how to reward and value them, as well as great communication with them to maintain their business.
With any business and more importantly the salon & spa industry, satisfying and pampering your clients is of the utmost importance. There is no better way to retain existing customers than to have them leave happy after every visit. Word-of-mouth can be an extremely effective form of organically marketing your salon or spa and happy customers will share their experience with others.
Customer service starts with a courteous and professionally trained staff.
Create a Comfortable, Clean and Safe Atmosphere for your Salon or Spa. From the point that customers enter your salon or spa establishment to the point they exit, they should be presented with an environment that is clean, safe, comfortable and relaxing. Salon and Spa customers expect cleanliness. Make sure that the floors, tables and treatment rooms are always clean. This is extremely important for Spas doing treatments.
Install comfortable couches and furniture in waiting areas. Offer a hot or cold beverage while your client waits. Have magazines and/or coffee table books for reading. Along with these reading materials you should display before and after pictures of services you provide as well as information on products that you offer. Many clients may come for one service and not even realize you offer others. The same goes with products. The product information displayed should be easy to read and self-explanatory. Again – your client may not know the whole spectrum of the products you offer. i.e. Client may come in on a regular basis for laser hair removal. She may have son or grandchild with acne and may see information on acne and products and treatments that you provide. She may then pass this information on OR purchase product for the child to use.
These types of reading material will also spike conversations of treatments and products that you do offer. If there is an interest you can then offer a discount or gift for the referral. Again – word-of-mouth is not only the most effective form of advertising but also the least expensive.
Always accommodate your client with booking times. If they cancel or change an appointment ALWAYS tell them it is not a problem even if it is. Keeping the customer happy is critical to maintaining their business.
Keeping the Salon Fresh and New is also very important. Change décor frequently, change reading material, offer light snacks or different types of beverages. Anything you can do to make your salon or spa more comfortable and relaxing will help retain customers and gain new ones.
If you have any questions please feel free to contact me, your business specialist at donna@dermamdcanada.ca.
Donna Greenough