Looking after your loyal clients

Published 13th Mar 2014 by bathamm
Looking after your loyal clients Shean Hall Customer serviceMulti award winning hairdresser Shaun Hall is art director at Mark Leeson Hair Body and Mind in Mansfield. Customer care is always at the forefront of his profession and Shaun is renowned for his long list of loyal clientele. Looking after your loyal clients is just as important as winning over new ones, says Shaun. Here’s his advice on keeping them more than satisfied. Consultation is Crucial Even regular clients who generally have the same cut or colour on every visit get a thorough consultation to ensure that their needs are still met. I also think it is important to make suggestions and give clients plenty of ideas – most clients are looking for inspiration when they visit the salon and love to hear how the latest trends can be adapted for them. Conversation tracker It sounds simple, but remembering conversations with clients and personalising their visit is a major factor in customer care. Knowing how they take their coffee, what interests they have, or what side they wear their parting are all points which when remembered makes them feel so special and important. Keeping notes on each client costs nothing and takes a few minutes and enables you to really go the extra mile when they next visit.  Stay Social Encourage your clients to join your social network pages, like Facebook or Twitter, so that you can keep them informed on a more personal level about salon updates, without having to wait until their next visit. This actively involves them within the salon environment and includes them in all aspects of salon life – it makes them feel part of the family. Loyalty Scheme It’s important to reward your client’s loyalty and make sure they know how much they are valued. The best way to do this is through a loyalty scheme; offering discounts or complimentary services as an incentive to return. Reminders Yes, they’ve been in many times before but never forget to tell them where the magazines are and which products they should be using, even if they already know. It’s important they feel welcome every time they set foot in the salon and every visit feels as special as their first. Remind your clients that you have freshly ground coffee or that you have phone chargers for their use – the salon visit is just a small part of their day and they won’t remember all of your USP’s, so tell them! Every extra helps We always offer a hot towel with essential oils to invigorate and relax our clients after their hair wash. Make these additional touches part of the salon experience, not just as one offs for new clients. It’s the little touches like these that clients come back for. Encourage Feedback Just because they were happy on their last visit, doesn’t mean they will be happy on every visit. Asking for their feedback will help you to put this right and ensure your client is happy on every visit.
bathamm

bathamm

Published 13th Mar 2014

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