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Crack The Client-code In Six / Way To Remember Your Clients And Guests
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A pretty, twenty-something damsel walks into your quaint salon, which happens to be quite the neighborhood hair revelation! Having been beauty-schooled, you smile and ask her what you could get her. Her lips purse and you hear a rather miffed ‘Earl Green Tea’.
It might not have rung a bell but her order was the same when she got her manicure last weekend, and her hair straightened the week before last. She also happens to reign the loyalty coop, splurges like no tomorrow, and has three senior stylists in her hair at all times - something you should’ve made note of somewhere important where you keep a record of your clientele. Before asking her what she wanted to get done or even asking what she would take, ‘An Earl Green Tea for you, Ma’am?’ would have been the star question. The key ingredient? A custom-made experience. A sense of personalization that the ladies who lunch fondly cherish.
Be it a salon, clinic, or a nail spa, here’s how you can add strings to your client-servicing bow -
1) Nail the Name-Game
Feeling a little happy an important when someone addresses you by your name is no co-incidence. Check the appointment calendar for the clients’ details and greet them with their name on arrival. You’ll never forget it if you use it frequently in conversation with them.
2) Cut to the Chat
While doing their treatments, speak to your clients and connect with them without pushing the line. Getting to know them will help you customize an experience and also have something to bond over. You can start any conversation, for example‘on-duty attire’ could trigger a work related question - just saying. Also be very cautious to sense that your client isn’t in the mood to talk, just zip up then!
3) It’s all in the Signs
Delight or disdain; people come with a rainbow of expressions. Be it a look of bliss amid a Balinese foot massage when you hit the right spot, that you should catch and repeat, or the bored-and-about-to-die look where you hand the client a magazine to flip through as she awaits her turn. Be attentive to your clients’ expressions and tone of speaking, understand it and react accordingly. Always.
4) The Sweet Birthday Card
Special days may include blooms, vouchers or a simple text. Maintain a diary or an excel sheet with personal details and contact information of your clients - then set reminders on your Smartphone via Google Calendar. This also serves as a gentle reminder about your shop, but that’s not the purpose, so do not try and sell a service unless it’s a special birthday discount you’re offering.
5) Whims to be Noted
Extra cushioning of the chair, packaged drinking water, deseeded watermelon after a steam session - humble demands are best preserved in apps like Evernote. Go that extra mile and color-coordinate your clients based on their personalities - pink for the demure, red for the fiesty. Basically customize their experience by asking them what they need and giving suggestions of your own too.
6) Mark your Calendar
Thrice a month, every alternate Sunday, or even a mid-week staple - a pattern chart that chalks out appointment schedules will help you remember your clients based on their customary indulgences. You can send them polite but customized reminders if they’ve been absent for a while stating something like ‘we’ve not had a visit from you for your quarterly haircut…’ or ‘your feet have been due for their monthly pedicure for a while now….’
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Salon, Beauty, Beauty Parlour, Beauty Salon, Spa Deals, Body Massage, Ladies beauty parlour, Salon etiquette, Customer service management, Salon tips, 6 ways to, Beauty services, Client management, customer service, how to, client love, love your customer
How to fully utilize the 'Relaxation and Waiting Areas' in your outlet
Ever had a thought saying ‘oh god, if I had hair like hers, I would do so much with it!’?
Now think of all the things that others might be envying you for. Your eye lashes? Your skin? You height? Your tendency to no put on weight? Your shops extra space?! Yes, your shop’s extra space, they’re envious not because you have a business, but because you have that space which you can do so much with.
Starting from Rs.1000 per square foot as rent to Rs.75,000 per square foot as purchase price, real estate is becoming the biggest problem for most business owners. Most clinics, parlours, spas and shop owners have that extra space at the start of the outlet, which they dedicate as a ‘waiting area’. They simply place some sofas and chairs there, that’s it.
The waiting area in your beauty spa or hair salon acts in creating that first impression on your customer. The same is applicable for the relaxation room, where your client needs to be seated for a while, after a spa treatment session. A mere negligence in your settings or services in both these areas can result in a client leaving your salon with a not-so-fantastic feeling.
Leave them with a ‘feel-good’ feeling
An optimized waiting area can act as that ultimate tool to generate maximum business benefits. Moreover, whenever they leave satisfied, they will act as your invaluable asset for free advertising. A thoroughly contented consumer will return again and will refer your services to another. What can be better than that loyal customer base and build up of that positive image through natural word of mouth!
Provide service information
To build a strong clientele base, your holding areas should try to explain what your establishment is all about and what exactly are you trying to convey. Before the treatment sitting starts, this is the chance when you have ample time to market your business. Many clients are unaware of particular beauty services you provide. An informed customer is the best buyer of your services and products so give them an opportunity to understand your offerings by placing a few menus there. Also make a huge poster of your menu and paste it on one of the walls. If you feel a poster of your services doesn’t look good, you can also put up a flat-screen television where you can insert a usb-pendrive with your menu and a presentation of your services and pictures of your work done in the video format, look here if you don’t know how to convert your presentation into a video (https://www.youtube.com/watch?v=fTda5Ypv9U0). It will keep playing on the screen and this will keep your clients busy as well as educate them about whatever you want them to know. To learn how to do that, you may refer to this youtube tutorial.
Make it a shopping experience
It is inevitable that at times, clients would need to wait. However, with the right approach and planning, you can transform this dull waiting experience into a productive one. The first step when a customer enters your reception is to give him a warm welcome at the front desk. If the salon is packed and he needs to wait, lead him to a dedicated and comfortable waiting area. You can use this area in your outlet to the fullest in creating maximum sales. Such ideas include displaying your brands on neatly stacked racks or placing up to date magazines on accessible side tables! You can also go for the “arena effect”, where clients can view your product assortment from any angle. Make sure that the “sales” or “try me” tags are clearly visible. Menus, testers and ‘brag books’ should be available for your customer’s to browse through. Make them aware of special offers and loyalty programs, or gift cards. Train your staff to work the floor so that if they come across a client looking at the product, they can show him around and explain about the product or exhibit its benefits.
Doesn’t always apply to relaxation areas
When it comes to the relaxation area, ensure that it is not too close to the reception. It should be away from all the activity, but in close proximity to therapists in the treatment room. Your client might wish to unwind and too many people arriving or leaving might add to his annoyance. Offer your client a calmrelaxation lounge with dimmed reading lights, a warm blanket and a side table to place drinks or magazines. To add some more sophistication, add some fragrant candles, provide a spa menu and offer some light refreshments. Try not to add too much of loud music and occasionally visit your customer to check on his needs and requirements. Another great idea is to keep the sauna or washroom at easy access for your client. He can then get a relaxing shower, heat dry himself and then be comfortably relaxed on your loungers.
Now, as a spa owner, it is very important to distinguish between your waiting and relaxation areas. When you design your beauty salon, ensure that you keep separate rooms for the pre and post treatment processes. To cut costs, many salon owners seek to combine the two. But always remember, that both these areas host persons with completely different purposes. When an individual awaits his appointment, he will be in a bit of a rush; but after his facial or massage session, he might seek a quieter and more soothing space. Therefore, if you ensure to implement these small yet significant tips, you can guarantee that your client won’t leave with a negative impression and will surely be compelled to return for his next visit!
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