Posts tagged ‘managing client expectations’

Give ‘Em The Scalp Massage

Bob Farrell (Source:

I went to a great seminar yesterday that discussed how you can stand out from the competition with service. The lessons came from fifty-year business veteran turned motivational speaker, Bob Farrell.  After selling his original ice cream parlor franchise back in the ’70s, he became a motivational speaker and customer service guru. He travels across the country teaching owners of service-based businesses the importance of giving ‘em customer the pickle™. Let’s discuss the implications for the health and beauty industries. Continue reading “Give ‘Em The Scalp Massage” »

4 Tips to Improve Customer Service with Salon Business Software

You may admit that using salon business software can help you keep a pulse on your business by monitoring sales trends and employee productivity—even if you under-utilize the reports at your fingertips. But do you also know that some common features can help you wow your clients with great customer service. In addition, it can help free up time to focus on the rest of your operations. Continue reading “4 Tips to Improve Customer Service with Salon Business Software” »

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

Happy client enjoying pamperingAre 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” »

Client advice to increase sales for your salon

Photo credit: iStockphoto

Did you know that you can create opportunities to separate yourself from the competition by addressing some common client gripes?

Here are the top four that I hear.

Continue reading “Client advice to increase sales for your salon” »

The ‘black salon’ branding problem

Photo credit: Getty Images

In order to attract and retain upscale clientele, you may have to address the “black salon” branding problem head on. Let’s face it together to help you meet your sales goals.

Recently, a client told me about a post about the increase in multicultural salons. Under pressure from the economy, many black salons have been forced to close their doors, according to the article. This is not news, right?  The overall industry showed a decrease in salons last year.  What may be more interesting is where these former salon owners are going to work. Many have rejoined the employee ranks as stylists within larger salons like Saks Fifth Avenue and JCPenney. Even this is not really CNN-worthy.  African-American stylists have hung up their shears in traditional white salons for years. Continue reading “The ‘black salon’ branding problem” »