In today’s tough economic environment earning the trust and loyalty of customers should be a high priority. Today’s consumer has more choices and price ranges to choose from when selecting a salon that best suits their beauty needs.Competition is fierce,especially if you want earn the trust and long term loyalty of your customer especially if you want to influence a high end clientele. Good is not enough anymore.
The following steps will help you earn the trust and long term patronage of your customer. You never get a second chance to form a positive first impression. Keep in mind that today’s consumer has many choices and price ranges to choose from when searching for a hairdresser that meets and exceeds client expectations.
Follow these guidelines with an open mind:
“If you be kind to others, they will never forget you.”
Project a Professional Appearance– — If you can’t make yourself look good, how do you expect your customer to trust your expertise and judgment in choosing a look that is right for them. We are in the business of making people look good and feel good about themselves. If you want to be respected and compensated like a professional, then you have got to look and act like a professional.
Be Personal and Enthusiastic – — smile and project a pleasing personality. We are in the business of not only making our clients look good, but also helping them feel good about themselves. Helping our customers to build self confidence and self esteem is part of our job as image consultants. A pleasant and positive personality will be a great first step. An uplifting personality will do wonders.
Communicate – —lack of communication is the number one cause of customer loss. Listen intently in trying to understand your client’s needs then skillfully and in an articulate manner offer your professional opinion. Above all, listen
Develop Customer Rapport – — Let your client talk about their interests not yours. If she is a grandma let her talk about her grandchildren. Always try to find topics of interest from your client. The focus should be on her interests not yours.
Excel at Customer Service – —work hard to exceed client expectations by doing a little more than what is expected. Perhaps a little neck massage after the shampoo, perhaps be a little kinder than necessary. Know the power of customer service.
A Caring Attitude – — by your actions show a genuine caring attitude towards each and every customer.
Seek Customer Feedback – — always invite customer feedback. Let your customer know that you invite criticism and will not take that criticism personally. It often takes a couple of visits to really understand client needs.
Peak Performer — gain that competitive edge by always work to exceed client and owner expectations
In these difficult times these guidelines will help you stand above the crowd. I urge you to review my book a Hairdresser’s Guide to Success Personally, Professionally, Financially. It will serve as a road map to follow in helping you reach your goals. Click here.
For those of you who want to be Peak Performers, I urge you to attend my Personal Development all day seminar in Las Vegas, September 19
Click here for complete information.