Hi everyone and welcome back to another amazing blog post. Today I ask you, are your clients back? I ask because client retention is super important to the function of our business. While we can enjoy getting the first client to come in, it is very important that they return if we want to have a successful business. So let’s take a look at different things we can do to create a great salon experience to keep our clients coming back in.
Let’s look into ambiance. Ambiance is the first impression your new clients receive of you, and even your current clients. You should ask yourself, how clean is your salon, is it dirty, messy, cluttered, or has stains in places? Do you have fresh plants, or windows to bring in a cheery mood? A substitute for not having windows is offering mirrors, they give the illusion of more space. What about scents, does your salon smell fresh, citric, acidic, stale, or fruity. All these can make your space inviting or a feeling of displeasure. Lastly, lighting, does your salon offer a gloomy atmosphere with dark tones and shadows, or do you have bright and open lighting.
Does your salon offer refreshments? Sometimes having the basics of having a coffee or water can make a client feel relaxed. I had a mini fridge in my salon with little juices and waters to keep clients awake and energized. Once, I did visit a salon that had a full bar. I was quite shocked, but I definitely made full use of it and I am glad I did, I felt even more relaxed in my pedicure. Some of the smallest things such as mints, or snack sized candies, can really bring on great impressions for return clients.
But’s let’s not forget our other senses, such as hearing. Music will make or break your clients experience and thats very important. Sometimes, sounds can make us party, and sometimes they can make us sleepy, or even just relaxed. There have been numerous times when I played pop music to keep the music happy, and others when I had on “elevator music” to keep the mood mellow. Playing music is essential to creating that atmosphere for your client and making them feel special. Usually I would have on a station that plays all day, and if a client requested I would change it.
But let’s not forget distractions. Sometimes having a television can be a wonderful distraction or a nuisance, depending on the service. While receiving a pedicure, a client is more prone to sit back and relax and freely watch the tv, while doing a hand service they feel more inclined to respond to actions on screen with their hands, as quite a few people talk with their hands. Most of the time televisions do not cause distractions, but sometimes construction next door can, or out on the street. What about other employees, are they loudly gossiping or shouting across the room to each other? We tend to ignore these things, they can make appointments unsettling if someone is trying to relax on their day off.
So I ask you, what does your salon do or does not do or have that makes an experience enjoyable? Take a minute to marinate on that and do some self reflection. It is worthwhile to really get a viewpoint of a client as we are always in the mindset of the technician. I hope this article finds you well, until then, I shall see you later sweets.
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