Great haircutting skills are only one method of winning over clients. It’s also important to cultivate customer service from when customers check in at salon reception desks to the moment they exit the building.
Serving customers isn’t only about maintaining a clean working environment, staying abreast of the latest styles and setting attractive rates. Although these are large factors to consider whilst running your studio, coach stylists that customer service starts with them, and give a few simple and effective suggestions.
Let Each Client Feel Like the Only One
People who book a haircut are fully aware that there are several others also depending on a certain stylist to work his or her magic, and then show off the result in the salon mirrors. However, it’s helpful to create a sense that even during a fully booked day, stylists will focus their attention on one client at a time. That often means greeting every client as if he or she were a best friend, and then eagerly chatting about careers, fun events and life milestones.
Don’t Make Assumptions
Also, remind stylists that just because certain clients are known for requesting the same look year after year, it’s never safe to make assumptions. That robs a client of individuality and freedom of choice, and can quickly create resentment.
Stylists can approach the subject as they wash strands at salon basins by asking clients how a cut worked for them, and whether there were any factors that caused unnecessary hassles. For example, a client who is very active and often wears ponytail styles may find that a heavily layered cut is inconvenient and hard to keep confined with clips or elastic.
Sometimes staff members become so accustomed to popular styles that they find themselves drifting off into space instead of remaining engaged with a client. Staying attentive also means not conversing with other stylists sitting on adjacent hairdressing stools, answering mobile phones or otherwise diverting attention.
The great thing about these suggestions is that many stylists already understand the need to practise them, but require a gentle reminder. Also, it’s not necessary to institute them through lengthy training programs, because staff members can start using them when interacting with the next client in their scheduling book.
These action items are essential whether you’ve been in business for several years or a few months. Without clients, your studio wouldn’t exist. The least you can do is help stylists strive to show due respect.