One of the main questions salon owners ask me is…
“How can I get my clients to keep coming back to me?”
How Do You Build Client Loyalty?
An important first step in building client loyalty is to develop a winning meet and greet routine. Your clients will feel appreciated. They will know what to expect and look forward to coming in.
This one simple, relationship-building key will keep your clients returning to you again and again.
The secret to making your meet and greet routine work for you to build client loyalty is CONSISTENCY.
Whatever you decide to add to this routine, do the same thing every time. For instance, if you offer coffee and tea one day, make sure to always offer coffee and tea. Your clients will feel relaxed and pampered. If you are not consistent, customers won’t know what to expect. This reflects poorly on your overall service.
Here’s an example of what a poor meet and greet routine can do. When my normal stylist was completely booked and I desperately needed a haircut, I tried a new stylist. Maybe this new stylist was just having a bad day, but she only said a few words to me during the entire haircut.
She briskly introduced herself and didn’t spend any time getting to know me. Even though I had no complaints about the haircut, I left feeling like something was missing. Needless to say, I didn’t get my haircut from this stylist again. Even a talented beauty professional needs to develop a consistent meet and greet routine to make a great first and lasting impression. She was not doing great at building client loyalty.
Here are some tips to help you create your perfect routine:
- Greet each client by name. Eye contact is key! Make sure to introduce yourself as well.
- Be positive and enthusiastic in your greeting. Your client should feel special.
- Get to know your client. Listen to what they have to say and show that you care.
- Another great idea is to keep a client book. Keep track of all your clients. Write down facts about your client and read this quickly before he or she comes in to see you. Include their birthday and what services they like so you can send a card with a discount.
Remember, it is all about creating an experience that clients eagerly anticipate!
What is not spoken is also important.
How you and your salon looks says a great deal about the quality of your service. As a beauty consultant and stylist, dress professionally and have a smart, put-together look. If your salon is more funky, of course, this can be reflected in your clothing. Just make sure it is attractive and clean. A salon professional should always look great. How else can a client trust that their hair or nails will also turn out great?
How your salon looks can make or break you.
Build loyalty by making your salon space inviting, interesting, and comfortable. Choose a theme for your salon and use it throughout. This can be one or two colors or a print. A salon I was recently in had an animal print theme. It was understated and fun. I could tell the owner had put a lot of thought into the design, which reflected in her service.
Whatever design that you choose, make sure it is consistent throughout your salon. Your salon equipment should match the decor, at least in color and style. All tables, mirrors, chairs, and more should match.
Your clients will notice and appreciate the time you take to welcome, acknowledge, and pamper them in your consistently fabulous salon!
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