Delivering a good treatment is no longer sufficient as every high street is saturated with various salons nowadays, competition is tough so you need to offer your client something that they do not get from the salon down the road – Customer Service!

This starts with your staff looking the part and having the salon equipment that is professional and fit for purpose as this gives clients confidence in your salon.

Make use of a dress code, keep it clean, professional and well presented e.g. no chipped nail varnish, greasy hair and providing T-shirts or uniforms with salon name and a catchy slogan is perfect for brand recognition even if this is only for the support staff.

Ensure all staff are well trained and able to carry out conversation at the correct professional level and discuss treatments and products available in the salon.

Here are some key things to remember to encourage excellent customer service:

  • There is no salon and jobs without customers
  • Where possible exceed customer expectations
  • Carry out a consultation to ensure you confirm and set customer expectations
  • Record the treatment carried out, this will help you to reproduce previous results and continue to build rapport as all clients like to be remembered
  • Discuss the techniques and products you are using, making recommendations
  • Look and act professional, friendly and welcoming, this helps to build a rapport
  • Remember retaining clients is cheaper than attracting new customers
  • Customer Service needs to be consistent across the whole team
  • Every customer contact is a chance to shine
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