How to make a good first impression
Creating the right impression is vital in any business but particularly so in the hair and beauty industry as we are not only in the service sector but also in the image industry. Julie Eldrett is an expert in customer service and salon management. Here she advises on making that first impression count.
Don't waste time
First impressions count as it only takes three to seven seconds for someone to gain an impression by what they see, hear, smell, taste and touch. With this in mind, think about what impression your customers' are receiving about your business. For example, what impression would a customer get from walking into your salon? Do a salon journey yourself, and go where your customers go.
Look the part
To create the right impression, you must check your customers are seeing what we want them to see. Think of the salon as a theatre and set the stage accordingly. Particular attention should be paid to the reception area to ensure it is warm and welcoming.
Make sure your team looks the part by being well presented and always have a smile to welcome the customer. The customer needs to have confidence within the team to make them look and feel great. The standard of cleanliness and upkeep of the salon can be helpful factors in giving the right impression. Attention to detail can play a huge part in achieving this.
Think about what clients are hearing
What clients hear when they enter the salon and during their appointment is vitally important. The type of music being played can dictate the atmosphere and mood of the salon; the music has to be for the customer not just the team.
The client can also determine whether the team members are friendly and professional by the way they speak to one another and customers in the salon. This can also determine how much the team cares about the customer as it can often be not what we say, but how we say it.
Deodorise and clean
Another sense customers can use when deciding about the first impression is smell. A salon needs to be very careful about any potential bad odours within the interior. The team must be aware of personal hygiene and be conscious that odours such as smoke or spicy food might be offensive to the customer. Also, be aware of any external surrounding odours such as a food outlet next to the salon or rubbish bins near your entry door.
While the customer is in the salon, they will come into contact with certain items such as magazines, products, gowns, towels and cups etc. All of these items must be maintained to a high standard of cleanliness and kept well organised and tidy to give the impression of high standards of care.