Survey suggests salon clients willing to pay more for better time management and better service

Executive Summary

Listening to the feedback of beauty salon clients is critical to maintain and to improve client retention rates. Salon owners must have a firm understanding of their clients’ expectations, needs, and willingness to pay for particular services to make the best business decisions.

We conducted a survey of regular salon guests (all women) to review their satisfaction with their salon experiences. Although most women are generally satisfied, our survey results revealed that many have not recently experienced a truly memorable salon visit.

Our research showed that salon owners who want to increase their client retention rate should focus on the improvement in the following areas: 1) time management, 2) customer service skills of their entire staff, 3) consultations, and 4) process to accept client appointments. The results also revealed that 38% of women will simply seek to find a new stylist when dissatisfied with their salon experience.

In conclusion, clients expect salons to pay attention to customer service along with processing hair. The salons that are willing to go the extra mile to provide memorable experiences will be able to enjoy higher than average client retention rates and superior profits.

Read the complete salon client experience summary report here

Keith Harley

If you follow this blog,  you know that I am conducting research for my forthcoming book, Happy Clients Count. The book will help salon owners learn to achieve greater financial results by examining their business strategy to attract and keep profitable clients. To explore this premise, I will highlight stories and advice from successful salons across the country for the book. These beauty entrepreneurs share how they wow their clients all the way to bank.

I just completed a great interview today with Keith Harley, owner of Keith Harley Hair and Scalp Clinic in Arlington, VA.   Continue reading “Anchor your salon brand with your image as a beauty professional-Interview with Keith Harley” »