How stylists can cope with a busy column

Every salon owner knows the scenario: a stylist starts off producing brilliant work, gets recommended to new clients and before long their column is constantly full. Then suddenly the salon's most successful stylist becomes complacent and standards drop.

Coping with a busy column is a skill that doesn't come naturally to every stylist.

Yesmin O'Brien is manager of the seanhanna salon in Sutton, Surrey and a seasoned pro when it comes to keeping her clients happy. 

These are her top tips for coping with a busy column. 

• One of the most important things to remember is to treat every client as a VIP. I make sure my clients' appointments are booked according to their preference and time management, not mine. I want my clients' visits to be more than simply another hair appointment; it should be an amazing experience which is tailored to their needs.



• Consider booking a client's appointments for the whole year, not just one at a time. I consult with my clients over what sort of treatments their hair needs. For example, if a client has coloured hair or is constantly travelling, their hair may be dull or damaged, so I plan their appointments annually to keep their locks in optimum condition. Because I get so booked up, they seem happy for me to do that.



• Often, clients arrive late for their appointments and it's very easy to tell them to reschedule without considering what might have caused their lateness. I very rarely send them away. Instead, I offer the client a service that can be done in a shorter space of time, such as a treatment and blow-dry to prep the hair for the next, rescheduled appointment. The client then leaves the salon feeling that their journey wasn't wasted and with a good impression of how you tried to help them.



• Before any of my clients leave the salon, I make sure they're satisfied with the service. After all, your client is your biggest marketing tool. Advertising cannot beat a word-of-mouth recommendation. First-hand experiences are the key for generating new clientele.



• When I'm in the salon I like to be booked constantly. It amazes me how many times I see a stylist who is trying to build up a column, booking lunch breaks on days when they have only three clients in the book.



• Make sure you have a close relationship with receptionists, colourists and trainees. My receptionist needs to understand how I work, as do all my support team. Anyone who works on my client has to share my passion for ensuring they have an amazing service every time they visit.



• Love your client. I think one of the main reasons I've been successful in the salon is that I genuinely do love my clients. I know it sounds corny, but most of them really do feel like my friends and I genuinely want them to have the best experience. However, never forget that it's a business and they pay good money for your services. 
• A busy column is a sign that you're getting it right, but it's imperative to maintain high standards to stay fit and healthy.