Salon & spas are already a big customer service oriented business. However, with all these unsettled times, it’s even more important to help make your clients feel safe and valued.
As salon owners, we need to put new measures in place to provide our clients a higher level of customer service, balance the current safety guidelines, and ensure our salon can still operate at a high level to remain success.
At Salon Clouds, we know success doesn’t only come down to your SEO, your marketing, and your website content. A large part is how you take care of your customers. Here are some tips to ensure your clients feel safe coming back into the salon.
Be compassionate. No one knows how these times have hit a client; financially or emotionally. Make sure your stylists are extra patient, kind, and understanding. Salon visits are also about the human interaction and socializing as much as making them feel beautiful as they leave your salon.
Many times peoples’ hair stylists are thought of as a friend they can confide in. Loyalty comes from listening, being compassionate, and yes, helping them feel safe and heal in these difficult times.
Offer pre-visit consultations. Consider offering a pre-appointment consultation with your regular clients. This is a great time to connect with them to discuss the services they want, if they want a new hair color, cut, etc., and if they’d like an add-on service during their appointment. Not only can it make the booking process more accurate, but your clients are in the comfort of their own home so they won’t feel rushed to discuss these things as they might in the salon, giving your stylists the freedom to make recommendations ahead of time and be better prepared for the appointment.
Since in many areas the guest must remain in the same chair for the entire service, predetermining all services will keep things flowing smoothly in the salon and will give the client a better experience. At Salon Clouds, we know that it’s important to offer a high level of customer service. Ask us about our new tele-beauty consultation technology.
Make salon information readily available. Things are changing almost every day in terms of guidelines, safety precautions, and even allowed capacity. People are more at ease when they know what to expect, so make sure clients are always aware of all the requirements and how their experience will look in your salon before coming to their appointment. Push notifications on your mobile app, mass email, social media, and banners on your website are all ways to make sure guidelines and updates are readily available. Make sure to be clear and concise on things like texts before entering the salon, facemask usage, no guests, etc. If your clients know exactly what to expect before, during, and after their appointment, they will feel comfortable booking again.
Make check-in safe and easy. Although you may think your check-in process is already perfected, take another look. With safety being key right now, you may consider a text check-in where your clients text you when they arrive and you text them when they can come into the salon for their appointment. While this may seem a bit lacking in customer service, once you explain that it’s for the safety of the stylists and the client, they will understand. Make sure the text is as personalized and encouraing as possible.
Once they enter the salon, make sure that any instructions such as handwashing, hand sanitizer, mask usage, etc., are clearly stated so that it’s a smooth transition from door to chair. If your regulars are used to hugs, consider an elbow bump and a huge smile instead.
Exemplary customer service in the chair. This goes back to the “be compassionate.” It’s important to remember that not only are the guests stressed with all the changes and unknown factors, the stylists are feeling the pressure as well. Let your stylists know to make eye contact in the mirror, use a gentle touch on the shoulder with a gloved hand as they cut hair, etc. Simple touches can go a long way in making your clients and stylists feel connected in this time of social distancing.
Add value to their experience. If you don’t already do these things in your salon as an added service, consider incorporating these things.
Quick hot towel facial
Complementary deep treatment
Any of these offering can add to your guests experience and help them to relax and feel more at ease during their visit. It also encourages salon loyalty and return visits.
Implement touchless checkout. There are many ways you can cut down on touching things like credit cards, receipts, and payment terminals.
Remove the need for signatures on the payment processing terminal
Keep your clients’ credit card info on file so they don’t need to hand it to you and you don’t need to touch their card
Offer emailed receipts and automatic appointment confirmations so no paper exchanges hands
Have any product orders ready and bagged ahead of time for them or remind them of your online store to order products that are shipped directly to them
Take your customer service to the next level. Get creative on making sure your guests know that you value their business and that you’re excited to see them back in the salon. Small acts of kindness go a long way in this business.
Give product samples to try out
Offer double points on your loyalty program
Send a special thank you for their visit
Provide discounts on future services or product purchases
Share your blog page and make sure have styling tips and tutorials for keeping their hair looking great in between services
Make good on any gift cards that may have expired
Your salon may have been hit hard when you were forced to close your doors, but remember that your clients may have been hit just as hard in their personal lives as well. Step up your customer service while making them feel safe and you will gain loyalty as your salon grows.
Being a successful salon is making sure you are covering all aspects of how to make your business better. If you don’t know where to start, need help with digital marketing, or need to content written and graphics developed, give SalonCloudsPlus a call today at (866) 654 -8009, email us at firstname.lastname@example.org, or connect with us using our online form. SalonCloudsPlus can help jumpstart your business through innovative solutions.