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For Customer Engagement! New-age Customers Of The Beauty And Wellness Industry Check Prices At A Cli
For Customer Engagement!
New-age customers of the beauty and wellness industry check prices at a click of a button and are increasingly selective about which brands they share their lives with. They form impressions from every encounter and post serious opinions online.
They no longer only rely on what friends and family’s opinions, instead they look for genuine stranger’s reviews online for Spas and Salons.
It is now more Important than ever before to increase customer engagement and encourage genuine feedback (of course also act on it) to retain your loyal customers as well as new experimenters.
Inspiring the RIGHT ATTITUDE in all the staff equally is important. The hands and faces that service your client are the ones that should be given vocational training to be able to communicate well with your clients. This includes your cleaners, receptionists, service providers, etc.
Take and make note of the guest’s email id only to stay in touch with them for their birthdays or any grand events such as a new outlet opening. NEVER for SALES ...
FIRST ASK the new visitor and if they show interest, take them around for a show-around to help them get an idea of what they are getting into. Implement a salon / spa tour.
Do reply to all comments and reviews online. But don’t leave any negative reviews un-answered. BE POLITE and thankful in your choice of words.
Put your customer at ease by establishing contact with a smile and ‘hello’ as they approach you. Leave everything you are doing and remember to CARE [Customers Are Really Everything].
WOW YOUR CUSTOMER!
The smaller details matter. Keeping free candies at the reception. Offer coffee / fresh juice, not only during/after the service, but also in the waiting area. Subscribe to trendy beauty & wellness magazines for the waiting area. Keep your reception and waiting area neat and fresh. Change the fragrance of your establishment every few weeks. This is for repeat customers to notice difference.
Immediate RESPONSE to queries are appreciated, even if you do not have an answer to it. You may say that you’ll get back after check in, then you must get back to them, even if you do not get any answer. You can very well say “I’m sorry, we are unable to help with this”. You must complete the circle of request.
ASSESS & ACT
Don’t bamboozle them with information they haven’t asked for like unnecessary offers and discounts. ASSESS if the client is willing to make conversation during the service, at that point ACT on it by talking about discount.
Pamper your customers new and old like giving away free products as samples, giving a few minutes of free head or foot massage. This will cost you time and not money, but will convert your customers to RETURN CUSTOMERS.
GREET & INTRODUCE
Always let the person who GREETS the visitor/client, INTRODUCE them properly to the stylist/masseuse who is going to be serving them.
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