Shikha Mittal

Manager

Steps must be taken for maintaining good customer service

Customer happiness is the first priority in every salon business. Satisfied customers mean a more constant revenue stream and a more relaxed beauty salon owner. In the starting period, we provide all facility to them like proper listening, proper etiquette, proper response & exact solution. But time flies and soon the salon business takes their heights. After the success, the owner or service providers did not pay attention to the customer's needs, their feelings & sometimes they also avoiding customer's issues too. What if your customer will not satisfy with your services? Your customer relationship will suffer. We can’t imagine how frustrating it can be if the client is not happy with your services. Many human beings assume that there might be no effect if some client no longer satisfied with our servicing. We can’t fulfill each and every customer’s expectation. Their expectations are always very high. But if mistakes are done on regular basis or you ignore need & happiness from your service then you will definitely find the bad experience feedback & your business soon faces losses. Customer service can crush your business in a minute if it screws it up. So maintaining customer relationship by providing better customer service is very important; because customer support is the backbone of any business.

Let’s understand what the importance of customer relationship is

Importance of Customer Service

First feel like your clients are not just customers — they're your friends who we see once per month. Customer service plays a major role in your business. It’s the leading indicator for measuring customer loyalty. Identify your unhappy customers, reduce churn, and increase revenue. It’s also a key point of differentiation which helps to attract fresh customers in a competitive business environment. It’s also one of the most important parts of the product or service marketing mix. Top quality customer service goes a long way to create customer loyalty. Remember, customers today are not merely interested in the product or service they are buying, but also the add-on elements they get. Right from the smiling front-office executive who welcomes customers with a smile, to the refund they receive if they are unhappy with the product, everything counts in customer satisfaction. And this is where businesses have to be top class, ruling out all possibilities of complacency.

Creating the perfect experience for your clients can lead to:

  • Increased customer loyalty
  • Increased word of mouth salon promotion
  • Widespread brand awareness
  • A full diary/appointments book
  • Higher revenues

How we can maintain a good relationship with our customers?

Beautiful Environment

While customers enter in your salon, they want to feel relaxed and looked-after as soon as they walk in the door. Start your journey to 100% client satisfaction by thinking about how you can make your salon environment the best it can be. Scented candles set a mood of tranquillity straight away. A calming playlist in the background can help your customers feel at home in your salon. Think about how to use your space to make your salon aesthetically pleasing, with an inviting waiting area and professional treatment space. It’s a given that your salon should be spotless and clean too. Never underestimate the environment can have on your client’s experience, so making your salon look beautiful is your first step to the sparkling customer experience at your salon.

Greet, Smile, Treat well & Give comfort zone

Smiling at a customer, especially if they are new to your business, relax them and ensure that they feel welcome and comfortable. If a ‘walk-in’ client is not greeted by a friendly face, it’s highly likely that they won’t stay, and those that have booked for the first time are unlikely to come back. You need to imbibe required etiquettes in yourself and your staff if you wish that your client should re-visit your salon often. Train your reception staff especially to meet and greet all the clients by exhibiting polite etiquettes and mannerisms. keep the conversation mutual and flowing towards both sides.

Understand your customer’s need

If you listen to your client; then only she will listen to you – happens to be the universal rule of “client-ing”. So listen to your client properly, never interrupt the client.  Wait, be patient, relax. Sometimes, we’re tempted to jump in with a solution after their first few words. But we have to control the urge because unfortunately, we’re not adept at telepathy. Never try to pre-empt what the client is about to say. Wait until they finish their explanation; you’ll be surprised how often their first few thoughts aren’t an accurate reflection of the entire problem. Really listen to your customers and try feeling their emotions and understanding how they’re feeling. Let them know this by saying “I understand how you feel” or “I can sympathize with you”. Do whatever it takes to find a solution to ensure your client leaves satisfied that you’ve dealt with his/her complaint correctly. This requires expert customer service training.

Resolving their issues

When a customer calls to place an order any salon product or service your staff must learn more about a product or service, someone should be available to provide as much information as possible in a polite and friendly manner. After the sale is made, if they find any issues regarding your product or services, give them proper attention, try to understand their issues. Here is the main point where mainly the customer gets angry. Ensure the customer is 100% satisfied once their issue has been resolved. Clarify the remedy with them. Ensure each of your customers had a great experience with your customer service. Your brand depends on it. It is so important.

Feedback from customers

Your team is only as good as their weakest customer interaction. In order to enhance the service you provide, you must collect customer feedback and use this information to fuel continuous improvements. A simple phone call or email is all it takes a sales representative should follow up with the customer to ask about his or her experience and what can be done to make it better going forward. This is how your client found a friendly environment then he wishes to come again to take.

Online appointment

Clashes of appointments face by many salons that’s why many clients get upset because of waiting their turn. Try to organize your client schedule online. (Like Beautyebooking software, it is the users friendly scheduling software for appointment based businesses) which gives customers more freedom. They can review available timeslots at their leisure, book at any hour of the day, and easily reschedule when a conflict arises — all without having to make a phone call. What’s more, they’ll be able to add appointments to their personal calendars with the click of a button, and can elect to receive. As beautyebooking makes your salon look professional, and makes life easier for your clients, meaning they’re more likely to rebook a second time.

Categorized your customers

To must give the category to your client. So you can give special offers to special customers & can say according to customer type you can give offers & gift so that they feel special. Reward your beauty salon customers with special offers to show them how much they mean to you. You could give them a discount on particular products from your salon, or give them money off their next treatment if they refer your services to a friend. Or any free treatment on another service. Or a special day special offer will also a good choice. At the end of the day, everyone loves a discount! And with so many other salons that your clients could take their business to, it’s important to make sure your clients know how much you value them and their service, in order to make sure they’ll come back again soon.

Keep their privacy as a priority

If your client wants to share all their issues to you but she/he feel hesitation as the whole staff present over there. This issue will create a problem for you. Try to make a separate consultation room designed in your salon. Or if you have not enough space, then try to take your client in the therapy room or facial area, separated from the main area of the salon. This will provide her with a comfort zone so that she openly answers queries about her skin type, allergic to ingredients or other dilemmas. This is how you can make their privacy which will satisfy her and bring her back to your salon often. The availability of a skin-expert would be an added perk to thoroughly solve the skin and hair issues of the client, besides giving your salon an edge over others.

At last, I hope these ideas are enough to encourage you to give the best customer service. It is far easier and cheaper to keep your existing clients happy than constantly having to look at new ways to source extra ones. A happy client will tell all of her friends, bringing in a stream of new clients. But equally, so an unhappy client will also tell all of her friends, which could literally cost you your business! You don’t have to create some grand elaborate system. It can be as simple as you need it to be. Maintaining a good relationship with your customer will always be a good result for your organization.