3 Tips for Better Customer Service in 2016!
“People want to feel good – they want to spend time with people who make them feel good about themselves,” suggests Eric Fisher, owner of wildly successful, Eric Fisher Salons & Academy in Wichita, KS. To increase your profits and retain clients, Eric continues, “Our job is to do whatever it takes to make our guests happy.” Eric’s award winning salons continue to grow and expand, as happy clients have gone viral in his community. Happy clients bring in more clients. Period.
Eric shares a wealth of business building tips to kick off the New Year in his highly acclaimed book, Enlightened Hospitality. Below are 3 quick tips from the book that will enhance your client experience and build your business.
1. Manage the client experience.
Engagement is the key. Create a system of service from front desk, to shampoo area, to cutting, coloring, styling, retail consultation upon service completion and for any other services you offer. This includes greeting clients warmly, welcoming them to the appropriate station, making sure their comfortable, consulting with them during each service step and offering them refreshments in a calm, nurturing environment. Develop scripts to educate them on each step in their salon experience. Remind clients that your salon focus is all about making them beautiful. Use your website and social media pages to reinforce this message with service and retail product promotions.
2. Add value to each client experience.
Surprise clients with little extras that make them feel good, such as make-up touch ups after color services, a shoulder or hand massage during their service, provide fresh treats such as bagels, cookies, candies or other surprises on special occasions. Suggest they purchase gift cards for their friends, family members and colleagues. Provide them with a little extra something or surprise for doing this, such as a conditioning treatment during next visit or trial size products.
3. When you make a mistake, offer solutions honestly and without hesitation.
Mistakes happen – they are part of being human. You can turn an unfortunate situation into a positive experience when you admit a mistake as soon as possible and offer solutions or considerations to balance the mishap. First rule is to admit and apologize. Offer to correct the problem at no charge, or refund their money. Then provide incentives for them to return, such as discounts or free product with services. A sincere apology goes a long way. Above all, make sure you and your entire salon share enthusiasm and gratitude for helping people feel better about themselves! Do this every day with every person and it becomes habit. Your social media should also be a reflection of your positive salon culture that always puts the client first!
For more business building tips on retailing, front desk management, team building, motivating staff, and ways to create a culture of quality and excellence, look for Enlightened Hospitality and other Eric Fisher books in the BTC Bookstore today!
12 Ways to Run a Better Business
4 Steps to Bring Clients Back with Eric Fisher
3 Promotions to Warm Up February and March
5 Core Values for Salon Success
6 Ways Events Can Boost Your Business
The Four Phases of Retail Sales
6 Steps To Increase Pre-Booking