At a salon, excellent customer service is a way to keep existing customers coming back and to increase referral-based business. As you plan ways to better serve your customers, consider how you can make them happier with your services and help them maintain positive results. Happy customers are more likely to maintain a relationship with your business.
Make the most of the networks of your customers with a referral program. Each time you provide salon services, hand out a referral card to the customer with their name, the salon's contact information and the details of the special offer of the referral program. You might offer a discount for new customers and the person that refers them or you could offer a two-for-one deal to encourage customers to come back in and bring a friend. By giving an extra benefit to your customers, you can keep them happy while bringing in new business at the same time.
The goal of a salon is to make its customers look and feel as positive as possible about their physical appearance. When your technicians are performing treatments on clients, they can provide recommendations for additional services that might be of use to individual customers. This helps clients understand the range of options available to them. Consider tossing in a free sample treatment that you feel might benefit a client to allow them to see the results without the financial risk. If you are giving a client a new haircut, for example, consider providing a free eyebrow waxing to complement the new style. When suggesting additional treatments, tread carefully so that customers do not feel that you are criticizing their appearance.
Because many customers do not know how to recreate the looks they achieve at a salon, you can make their experience more lasting by providing tips to maintain the look. You might provide a card that explains how to achieve salon results at home, for example, or list the products and procedures you used during the appointment. By helping the customer keep their look for a longer period of time, you can keep your customers happy. The goodwill that is created can go a long way in building a relationship between the salon and the customers. You also might send out followup cards or make calls to customers after their appointment to check on their satisfaction level and answer any of their questions.
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