Clients view a visit to their favourite salon as a treat, so it’s over to you to enrich their salon client experience. Expectations will be high, so cut through the competition and create excellent customer service in your salon with these five tips.
Seamless salon client experience
From the moment a client lands on your web-booking platform to the moment they depart your salon, they should receive a seamless salon client experience. Your online booking needs to be easy and intuitive to use. Filters should hone their desired appointment within seconds. Then, keep everyone on the same page with excellent communication through confirmation emails and SMS reminders. Once your client arrives (on time! Thanks SMS!), they should be ushered to their seat for their personalised experience of dreams.
Personalise your client experience
Remember to take note of the little things. How do they take their coffee? Who’s their favourite therapist? What big life events are they planning for? How has their day been? We guarantee if you welcome them by name, with their favourite double chocolate mocha, and enquire about the wedding planning, you’ll be on to a winner. Building that relationship is part of your USP and is key to securing future bookings.
Know your clientele
Know your client base. Are they cash-rich time-poor city slickers or full-time mums looking for a fix in a flash? If so, try a Lunchtime Wonders menu, bolstered with express treatments for the time conscious. Or, perhaps your demographic includes colleague students with time to spare. In which case, a package of popular treatments to help them look their best could catch their eye. If you understand their needs and cater to the salon client experience they expect, they’ll make the return visit.
Add value to their visit
Enrich your salon customer experience by adding value to treatments. It’s time to rein in those discounts and know your worth. You provide a quality experience, so show this to your clients by treating them to new experiences. Why not offer a complimentary hand massage while they’re waiting for their colour to develop? Alternatively, try offering a hydrating hair mask to anyone who books a cut and blow dry between certain dates. By doing so, you’re improving their perception of value for money, while introducing them to new treatments they will likely pay for next time.
Leave a lasting impression
Once you’ve finished smashing your salon clients’ expectations, remember to encourage client reviews. After all, online feedback is one of the best ways to entice new clients into your salon. By sending them a link to your review site after their completed appointment, their experience is still front of mind. Incentivise their review with loyalty points to spend on their next visit and watch the five stars roll in.
Salon by Premier Software® manages much of the client journey for you. From online booking, confirmations and reminders, to personalised client notes, package treatments and automated reviews, book a free presentation today to see what Salon could do for you.
