” If you’re kind to your customers and work hard to exceed their expectations, they will never forget you.”
Jon Gonzales
As we struggle and recover from the Corona Virus, I urge you to start planning for your new grand opening. Today’s tough and changing economic environment will require new thinking, innovation, and a new mindset; and it starts with earning the trust and loyalty of customers, this should be a high priority when our salons reopen.
Business practices that may have been successful in the past will be outdated and obsolete; no longer can we rely on our artistic skills alone.
In addition to our current mandated shut down of our business, other old and new obstacles will have to be addressed, such as new labor laws, turnover, misclassifying workers, new minimum wage laws, finding top talent, gaining your competitive edge, staff retention, finding quality education, the list goes on and on.
New ideas, new concepts, and innovation will be required to overcome other challenges.
Today’s consumers have more choices and price ranges to choose from when selecting a salon that best suits their beauty needs. Earning the trust and loyalty of our current, our old, and new customers will be a high priority. Do you have what it takes?
Follow these guidelines with an open mind:
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 Personable 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 build self-confidence and self-esteem is part of our job as professionals. A pleasant and positive personality will be a great first step.
Communicate – —lack of communication is the number one cause of customer loss. Listen intently to understand your client’s needs then skillfully 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 is 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 your competitive edge by always working hard 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 educational programs. They will serve as a road map to follow in helping you reach your goals.
I urge you to view other topics that will help you meet and overcome the many challenges of owning a successful and profitable business. https://hcds4you.com/salon-success-strategies-reports/
Jon,
Thank you thank you thank you! I have been teaching people-skills for over 20 years to large corporations, mid-size enterprises, and gov’t agencies. I revel in great customer service.
When you wrote “Salon staff – you are there not just to make customers look good but also to help them feel good”, you captured the essence of what I want in a salon. It does not have to be upscale for me to feel good.
It does have to give me choices, pamper me by fastening the cape around my neck to *my satisfaction, giving me a shampoo that almost puts me to sleep, and recognizing that I want to look the way I like — not the way you want people to see me.
Most especially, hair salons could gain so much more business if they were willing to train all staff in the concepts you outlined — the front desk, the shampoo assistants, the floor sweepers, and the list goes on.
When I asked one shampoo assistant about getting the color off my temples, she quipped “I’ve been washing hair forever, I know what I’m doing.” I never let her touch me again. If someone isn’t willing to collaborate with me, I see no reason to trust them or tip them.
I loved your post. I will RT it on Twitter.
Kate Nasser, The People-Skills Coach
Thank you Kate, very nice of you to respond. in today’s tough economy, those of us in the service business trades especially in hair salons have a wonderful opportunity to make our customers feel like winners. People skill development is critical if you want to gain that all important competitive edge. My mother always said if you sincerely like and care about people you will love what you do. we have a wonderful opportunity to help people feel good about themselves.
Sincerely
Jon Gonzales
What a wonderful piece on salon’s interpersonal relationships and how to keep it Simple!
Thanks Jim for your kind words.