With so many hair and beauty businesses looking forward to opening up again, customer service is front of mind for most business owners in the industry.
After the stress and frustration of the last year, a good customer service experience could be make or break for your business. Keep customers returning over and over with our key considerations for customer service in the hair and beauty industry.
Create a personal service experience
One of the unique factors of the hair and beauty industry is the close proximity in which clients and stylists or beauticians work. Clients put a lot of trust in the salons that they go to and often choose where to go based upon the service they receive.
Make sure your salon stands out by creating a truly personalised customer experience This could include personalised appointment cards, added extras for loyal customers, making sure all new starters understand who your regulars are and a high level of service training.
Make sure your store and employees look the part
Hair and beauty are visual industries and appearances matter. Whether you are considering your branding, salon design, cleanliness or staff uniforms, it all works as part of your appearance to clients.
The first impression is extremely important when it comes to potential new customers. Therefore, it is a good idea to implement a regular cleaning schedule to keep your store in a presentable condition. A few handy cleaning supplies such as brooms, dustpans and disinfectant sprays should do the job. Staff uniforms should also be clean and tidy. Make sure your staff present themselves in a way that is cohesive with your industry too.
Take the time to understand your client’s needs
Whenever you provide a hair or beauty service for a new client your reputation is on the line. No one wants to become known as a salon that doesn’t listen to their customers or what they want. A bad hair cut or the wrong beauty treatment can leave customers feeling awful and they will likely tell other people about their experience.
Take the time to listen to all your client’s needs, whether they are brand new or your most loyal customer. It is essential that clients feel valued, it will ensure they stay loyal to your business which will maximise their customer lifetime value to you.
Build long-term relationships with people
As we’ve said, hair and beauty is an extremely social business. When you work so intimately with clients, it is important you take the time to build relationships with them. The better you know them, the more likely it is that you will be able to serve them properly.
Talk to your client’s about themselves. You don’t have to be pushy and if they are reluctant to discuss their lives with you, offer stories about yourself to make them comfortable.