This week, we're talking customer service since, you know, this is a service industry.
The Customer Journey:
Make a list for each: online booking, walk-in, call on the phone, email conversation, message, text
Action step: Map one of your client experiences.
Pre-Appointment Engagement:
Explore strategies for engaging with clients before their salon visits, such as personalized appointment reminders, special promotions, or helpful tips for hair preparation.
Action step: Create a list of FAQs or things you wish clients knew before arriving (is it ok to show up with dirty or clean hair, should they avoid using product on the day they're visiting you, stuff like that)
Creating a Welcoming Salon Ambiance:
Make new clients feel welcomed by taking the time to give them a tour, show them where the bathrooms are, and show them other services or things that you offer.
Action step: Take a chair and sit in different spots in your business throughout the day, observe, and then note any upgrades or changes you can make.
Personalized Consultations:
How can you step things up with loyal clients??
Action step: Train your team or yourself to conduct thorough consultations, focusing on active listening and open-ended questions.
Going the Extra Mile:
Virtuosity: do the common things uncommonly well
Action step: Get a service at another salon or any business and note your likes and dislikes; what stood out? What should be improved? What blew you away?
Post-Visit Follow-Up/Engagement:
Similar to pre-appointment engagement.
Action step: Create a system for sending thank-you notes and gathering client feedback after appointments.
Links and Stuff:
Our Newsletter
Mentoring Inquiries
Find more of our things:
Instagram
Hello Hair Pro Website
