Posts tagged ‘customer service ideas’
Salon client survey reveals that clients generally satisfied but not overly impressed
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
Anchor your salon brand with your image as a beauty professional-Interview with Keith Harley
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” »
5 tips to happy salon clients using social media
Are most of your clients REALLY happy?
From my research with clients, many of your clients are NOT happy.
Many salon owners take a short-sighted view and equate a few re-bookings to happiness. This formula does not add up. The reality is that some of your clients continue to visit but tell their friends, “My salon is too unprofessional for me to recommend to someone else.” Ouch! Continue reading “5 tips to happy salon clients using social media” »
Lessons from Oprah about improving your service for your salon
Oprah Winfrey (photo credit: PRPhotos.com)
I can’t believe that my friend in my head Oprah is calling it quits next week. I am a certified Oprah mega-fan with a vision board with her picture on it to prove it. Oprah has taught me many life lessons, including one about customer service. She has modeled how all service professionals should treat their clients. In Oprah’s case, her clients are her “favorite viewers.” Continue reading “Lessons from Oprah about improving your service for your salon” »