How can you improve your client's experience at the salon?

Today is not going to be like any other day, because you are going to change things up! After all, we are always looking for a change in our lives - so why not be the change for others? Take a moment to reflect on your work experience, staff and most importantly, your customers. You read right - clients are the lifeblood of your business, even those that get on your bad side! So what can you do to show them that you truly care? Simple - improve their experience at the salon!

How to get started

Before you begin tossing discounts here and there, find a few minutes to sit down and create a battle plan! What are you hoping to accomplish by improving a client’s experience at the salon - increased rebooking rates, customer loyalty or positive reviews? Your head is probably spinning from all of this, but you have nothing to worry about. Set priorities for your salon or spa and focus on one or a few areas you would like to improve.

Be in tune with the client

This is one of the most common goals for successful salon and spa owners - you try your best to make sure your client is satisfied and you keep your fingers crossed throughout the treatment process, in hope that they book another visit before they leave. They love their new look, pay for their treatment and run out. Although your dusty rose balayage was on-point, something did not click. By improving their experience at your salon, you can encourage more bookings! Try some of these suggestions:

• Become a listener - everyone likes to talk a bit and share things about themselves, but let clients speak as well! Ask about their work, hobbies, and why they chose this specific treatment. Customers love being in the spotlight, so make sure you treat them like stars!
• Share advice - a client just had their hair done - before they leave your business, mention some advice for hair care at home. Don’t forget to add something like, “Use a professional-grade conditioner, but for the best results, visit us again for a quick root blending session - shall we book you in now”? Chances are your client will value your expert advice and will rebook right away.
• Be a friend - most importantly, treat your client like a friend - and even the smallest kind gestures count! Offer the client a delicious cup of coffee, ask if they are comfortable and compliment them on their hair and other features.

Reward client loyalty

Did you know - it costs less to maintain and grow customer loyalty than to gain new salon clients? So make sure you are doing just that! By improving your customers’ experience at the salon, you increase your chances of gaining more loyal ones, and they don’t visit your business just for the treatments - they keep returning for the ritualistic experience that you provide them. Improve their visit by:

• Giving freebies - who does not like to receive free things from their favourite business? A gift bag or a free consultation with a favourite stylist is anyone’s dream come true! Offer freebies from time to time, but only to loyal customers!
• Tempting rewards - if your business runs loyalty campaigns, this is for you! With a loyalty program, customers gain points or stamps for purchases and referrals, which they later use to pick up awards at your business. Clients who have their mind set on winning a specific prize will collect them however they can.
• Personal testers - you may be planning on introducing a new treatment option or product - why not invite your favourite clients to test them out before the official release? They will love your inclusiveness and will happily return to your business!

Go that extra mile

The two most common decision-making factors for clients when choosing which salon to visit are word-of-mouth recommendations and online reviews. Every successful salon works hard to earn them, and by providing excellent customer experience, you expect to see an influx of excellent reviews! Booksy salon software lets you collect them easily as the system takes care of sending automated review requests to your customers. So how can you improve their experience in order to gain more reviews?

• Go beyond the call of duty - offer the client a free hot towel treatment, compliment them on their hair, brew them a fresh cup of coffee - do everything you would not normally do. A customer who truly values your dedication will more than likely give you an awesome review!
• Be present - you are the owner of the salon, try this - say “hello, how are you liking the treatment” to a customer that is getting pampered. Remember to be energetic about it - mention how amazing they look after the service and hand out compliments! Show clients that you care for their comfort and that you are there alongside the team!

Whether you are just starting or have been in the industry for a number of years, you know the importance of customer experience. Positive experience will bring your business more loyal customers, extra rebooking rates and an increase in great reviews. And with Booksy, collecting reviews, maintaining customer loyalty and encouraging rebookings is done with the blink of an eye! Create your free trial account and start improving your clients’ experience today!