Eight Ways to Keep Your Clients Happy
A happy client leads to a repeat client.
Whether you’re a nail technician, esthetician, or hairstylist, a healthy roster of happy, repeat clients can make or break your business. Not only do regularly returning customers help you maintain a steady income, the effort expended to keep them satisfied is significantly less than the time and expense of marketing to replace them. If you want to ensure that valuable clients book services with you again and again, consider these suggestions to keep them happy.
Name is the Game
1. Remember your client’s name—and use it often. You may be the most talented artist at the salon, but if you treat your customers like nameless mannequins, they won’t be coming back. Greet each client by name and repeat it often while they’re in your chair. While you’re at it, take time after the appointment to jot down a few points about your client’s life that you can use in conversation on the next visit. A few things to note: job, family, health, hobbies, significant other, or travel plans.
Compliments are Key
2. Look for things you can compliment your client on. If your customer comes in with a healthy glow, comment on it. If her hair is thick, curly, exceptionally soft, or has a beautiful natural color, comment on it. Genuine compliments –of any kind– make clients feel seen and special. It also shows that you’re attentive and detail-oriented which are always a good sign of a cosmetologist.
No to the “No”
3. Avoid saying “no” to clients. Instead of telling a customer you won’t provide a certain service, don’t use certain products, or can’t reproduce a particular look, tell her what you can and will do. No one likes to be told they can’t have what they want, but most people are happy to learn about better alternatives.
Eye Contact
4. Make time for eye contact while you work. It’s easy to get caught up in the task at hand, but at least periodic eye contact with your client is necessary, especially if you have one who likes to converse while in your chair. This shows that you’re paying attention and actually listening to what he or she has to say. Don’t believe me? Check this out this article on 5 Reasons Why Eye Contact is Important.
One Task at a Time
5. Avoid multi-tasking. Don’t take phone calls, send texts, chat with other stylists or go on your lunch break. Yes, you read that right. Hair color takes awhile to process but instead of leaving your client to squeeze a meal in, use that time to catch up and really get to know them. This will also allow for you to keep a close eye on the treatment and ensure that they are not over-processing or having a skin reaction. The last thing you want is for your client to need you and you not be around for them. Focus your attention on your client and they’ll know you’re giving their service 100 percent.
Sharing is Caring
6. Share maintenance and styling tips. Whether your client is just getting a trim, her usual facial or manicure service, or going all in on a completely new style, don’t hesitate to share your knowledge! From the products you’re using to the best way to hold the curling iron, they’ll appreciate your tips for maintaining and replicating the results. This shows that you genuinely want your client to be happy both at the salon and at home which generates loyalty yet again. Treat your client like a friend and not a dollar amount.
Flexibility= Loyalty
7. Accommodate last-minute requests. It won’t always be possible, but if one of your repeat clients needs a last-minute appointment, squeezing him or her in for service is virtually guaranteed to generate customer loyalty. People don’t always remember what you did or what you said but they always remember how you make them feel.
Make Them Feel Special
8. Extend a special offer. If your salon or spa manager gives approval, consider extending occasional special offers to your best clients. Whether it’s a small percentage off, a complimentary add-on service or a free product after a certain number of visits, everyone loves a discount and evidence that you value their continued patronage.
By Angela Rose for Creative Images Institute of Cosmetology
