As salon/spa owners, we find ourselves taking on a lot of roles! Many of us have to be the receptionist, manager and, of course, the lash artist (or cosmetologist/nail tech/ esthetician/makeup artist etc.). With our busy schedules and long list of responsibilities, it’s important to ensure that client care is a top priority. Here are 5 tips that help make quality customer service a pillar of your business.
1. Establish a cancellation policy. This benefits everyone. It helps you clearly outline your policies so you can run your business and schedule efficiently. Make sure each client is aware of the terms of your cancellation policy and have it clearly outlined on your website.
2. Create a waiver. Protect yourself and your business. In the rare event that there would be an emergency, accident or reaction with a client, you want to make sure you are protected. Work with a legal professional to create a document that protects your best interests.
3. Be personable. Salon/Spa services are retention based. We like to maintain our great clients and keep them coming back through the door. A little compassion goes a long way. A lot of salon services tend to last an hour or so which gives you plenty of time to connect with your clients. Get to know them individually. Do they like to chat for 2 hours or sleep? Respect the experience they want to have and make them feel as comfortable as possible.
4. Educate. For starters, make sure new clients understand the service. This is especially important for lash artists. Make sure they know that lash extensions are NOT clusters, falsies, magnetic or any other type of fake lash. Explain the process to them, answer their questions and make sure they have good before/after care instructions. Also, be available for any follow up questions after the service.
5. Be the authority. Don’t be afraid to use your professional recommendations when it comes to deciding on a style thats right for them- not what their friend has or what they saw on Pinterest. Poor results only reflect badly on your brand. Listen to what they want and explain why that will (or won’t) work for them.
We’ve got lots of great tips that will help you run your salon/spa business smoothly in our business and marketing course.