How to elevate your clients experience

 
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What steps do you take to ensure that your client is comfortable and that you’re giving them the best service you’re capable of?

I’ve spent all of October over on my instagram talking about the clients experience in the salon - from how you present yourself to what you do to ensure they’re comfortable, and everything in between (I highly encourage you to go back through those posts if you missed any.) I’m wrapping all of that up with a bow here by covering some of what I think are the most important aspects to your client’s experience:

  1. Cleanliness and sanitation:

    I know that the guidelines for state board can seem a little over the top - but they are there for a reason. Keeping your work space clean and your tools even cleaner is a huge part of your clients experience. Clean your brushes out, oil your scissors, wipe your mirror and chair down, and keep your drapes fresh. No one wants a drape thats covered in someone else’s bleach or to sit in a chair thats full of the last clients hair. Keep yourself and your station up to par - your clients will notice.

  2. Consultation:

    Your consultation is the precursor for everything that happens afterwards. It’s where you set expectations, explain the process, gain trust, find out about past experiences, and set the stage. And this doesn’t just mean for new clients. I’m a firm believer in re-consulting at every appointment. Of course, you don’t need to bring out aftercare sheets every time or ask about their previous color history again if you’ve been the one doing their hair for the last year, but you do need to check in with them. Find out what is working for them, what isn’t, and suggest changes. You can lose a lot of clientele just by not checking in with them or offering to switch their style from time to time.

  3. Under promise, Over deliver.

    On the same page as consultation, I highly suggest that you stick to this motto with every client. It’s like playing a game of “worst case scenario” from This is Us. At the worst, it will take about 4 appointments to get you to that shade of blonde. At the worst, you’ll leave today as a medium brown. Then, when you’re surprisingly able to lift them to a level 7 the first appointment, they will be ridiculously happy - and if the worst comes true, they won’t be disappointed.

  4. It’s all in the details.

    I truly think that the little things make the biggest difference when it comes to your client’s experience in your chair. Things like making eye contact, good conversation, offering beverages, checking in on them while they’re processing - these small actions take little energy from you but make a world of difference to them. This, coupled with the outcome of their hair, is going to be what keeps this person coming back to you.

    A few examples for extras you can use to up your game:

    • Eyeglass Protector sleeves from Product Club or Framar. I hoard these things in the bottom drawer of my station because they make everyones life easier and clients loveeee them.

    • A good skin protectant for color, and a good remover for afterwards. My favorite are Wella’s Preguard Cream and Stain Remover.

    • Wine and Snacks. If your salon doesn’t provide them, keep your own stash to offer to your guests. Especially those ones who are going to be in your chair for more than a couple hours.

    • Scalp Massage at the bowl. Need I say more?

    • Service add-ons. Create a menu in a frame on your station that has add-ons the client may not know about. Things like deep conditioning treatments, adding bond protectors to their color, scalp treatments, etc. It doesn’t only up your service game but it can up your income, too. Win-Win.

These are my biggest tips to making sure that your client is undeniably comfortable and that their trust in you grows with each appointment. Don’t let your long time clients be forgotten, either. Their service should be just as important to you as the new client who found you from yelp. If you’re looking for more tips, head on over to my instagram and scroll through all of October’s post. (Link at the bottom of this page.) And stay tuned through November where I’ll be taking it back to basics and all the way to the top regarding color theory and formulations.