Client retention is often a problem for salons and spas, but an easy way to combat this is to build client rapport. We all love to visit someone who makes us smile and feel comfortable, which is why it’s worth building this trust with your clients. So, we’ve rounded up five areas you can effortlessly build client rapport and attract clients again and again.
Build client rapport during consultations
Communication is so important to build client rapport, starting from the moment clients meet at reception through to the client consultation. This doesn’t necessarily need to be vocally either, as non-verbal communication such as smiles and eye-contact are essential to create a good first impression in the salon. Outside of asking what your client is after, consultations make for the perfect place to find out why they’re after that treatment. This can then expand the conversation elsewhere to the client’s day or life, helping your team member get to know them further.
By using these secrets for the perfect consultation and logging any preferences from your consultation, staff can be prompted of these for any future visits. Ultimately, this makes the conversations more meaningful and helps the client feel valued.
Establish some common ground
Following from the consultation, you’ll likely end up speaking with clients during their treatment (unless it’s a silent appointment, of course)! This is where you can expand on any introduced conversations from earlier. Did they talk about their kids? Pets? What they go up to over the weekend? Chances are you’ll find common ground or experiences somewhere, where you can get more involved and help clients warm to you. Just make sure you don’t take charge and talk about yourself too much!
Talk through products to build client rapport
You wouldn’t think it, but talking about your products can also build client rapport. It’s true! If you’re using a specific product during the client’s treatment, why not talk about its benefits and why it’s being used? This not only helps build trust, but also creates an opportunity to retail the item to them. In fact, find out why you should retail to clients in the salon to help build this rapport further and more!
Build client rapport at reception
Speaking of retailing, the reception desk is not just the first area to make an impression, but also the last before clients leave. Here, you can ask how the client is feeling, if they would like to book a future treatment, or are interested in the products used during their treatment. You could even introduce any loyalty schemes you may have at that point, providing you have implemented an effective loyalty scheme. Even though the opportunity for conversation is short at this point, it’s still vital in leaving a lasting impression. Your reception area is the last time you will be able to encourage clients to return for future visits, face-to-face, so make it count!
Keep communication channels open
Once clients have left the salon or spa, how do you keep in contact? Well, your marketing will go a long way to keep those communication channels open and continue to build client rapport. A simple SMS thanking clients for their visit will make them feel warm and fuzzy, whereas no contact at all will make them feel cold and undervalued. You can then keep them in the know with email marketing messages, sharing any updated hours, treatments or retail to encourage them to return for more, as outlined in our five tips to make the most of existing salon and spa clients.
Salon by Premier Software® is ideal in helping staff log client preferences, retail recommended stock, set up loyalty schemes, client card message prompts, SMS contact and plenty more to build client rapport for future visits. To find out how Salon can make a difference to your business, book a presentation using the button below.
