Your clients are looking to be wowed more than ever before. They can get a decent haircut, colour or service anywhere–but can that get a world-class experience everywhere?
I believe the answer to that is no, and this presents an opportunity for you. In part 2 of this blog, I share the last five fundamentals that can set you apart.
6. Educate your clients.
Educating the client is paramount. Retail is not a dirty word. I believe, it’s our professional obligation and responsibility today to educate the client on how to care for their hair in between visits. Upselling for the right reasons is added value for the customer. Suggesting a colour, highlights, lowlights, etc., if it makes the client look good, is just smart for your business.
7. Be a great closer.
At the end of the appointment, always take the client to the reception desk yourself, no matter how busy you are. That, to me, is only common courtesy. This is your opportunity to suggest products for them to take home. Pass the retail section on the way to the reception desk. Put the products you suggest in their hands. It gives them a feeling of ownership over their style.
8. Follow the pre-booking rule.
A good stylist, after a few years on the salon floor, should be pre-booked at least 65% of the time. The top stylists are pre-booked 90% of the time. Get your clients in the habit of pre-booking appoiments. It’s money in the bank and it creates a buzz around you. (If the stylist is busy, they must be good!)
9. Don’t forget about clients.
Keep in touch with people. The old saying “out of sight, out of mind” really is true. Call them after an appointment and ask how the products are working for them. Ask if they were satisfied with the technical service. Thank people for their business, or send a handwritten note.
10. Track clients with technology.
Choose a good contact management system to keep in touch with your clients, for tracking their visits, sales history, colour formulas, etc. Today in business this is vital!
Charles Marcus is a highly sought after business educator and motivational speaker both within and outside of the salon and beauty industry. For more info visit his website at www.cmarcus.com.
Copyright 2012: Charles Marcus. The Empowerment International Group Inc.