Providing an exceptional salon experience that exceeds customer expectations is key to building loyalty, driving repeat business, and growing your client base through word of mouth. As a hairdresser, understanding precisely what your clients value and expect when they visit your salon is the first step to consistently “wowing” them. This article outlines five tips targeted at UK hair salon owners and stylists for better understanding and surpassing client expectations every time they sit in your chair.
Compare Yourself to Other Salons in Your Area
One insightful exercise is to compare your salon’s experience to that of other top hairdressers in your area. If we take Bristol as an example, mystery shop at a few reputable Bristol salons and Bristol hairdressers, taking careful notes on elements that delight or disappoint. Pay attention to factors like salon atmosphere, friendliness of staff, consultation approach, skill of the stylist, value for money and more. Then, scrutinise the strengths and weaknesses of your own hairdressers in Bristol in comparison. This competitive analysis will spotlight areas for improvement and differentiate your hair salon in Bristol as you integrate the best practices learned.
Welcome Clients with Open Arms
The customer experience starts from the moment a client walks through your salon doors. Greet every customer immediately with a warm, genuine smile and friendly hello. Making personal connections and learning your regulars’ names fosters relationships that make them feel at home each visit. Little touches like complimentary tea and coffee make the waiting area inviting and make your salon stand out from the competition.
Master Consultation and Listening Skills
An in-depth consultation is crucial for identifying your customer’s hair needs, preferences and vision before starting the cut and colour process. Actively listen and ask thoughtful questions to guide their end goals. Repeat back what you heard to confirm your understanding. Know that expectations may evolve once a client sees a startling result, so check in throughout the appointment to realign on the desired look. These consultative skills show the customer they can trust you for an exceptional experience.
Educate on At Home Hair Health
Help clients care for their hair at home by educating them on proper products and techniques for their specific hair type and styling regimen. Explain how to replicate salon results through blow drying/styling tips, correct brushing/combing methods and use of salon professional products you retail. Follow up after the appointment with hair health articles, video tutorials and product recommendations tailored to each customer’s needs. Position yourself as their at-home hair expert for brilliant results between salon visits.
Exceed Expectations on Pricing
Clients have an expectation of what your services should cost based on other area salons. Carefully manage financial perceptions by conveying value upfront through consultation times, premium products used and expertise of staff. Avoid sticker shock at checkout by confirming pricing details as services are scheduled. Offer special loyalty discounts or bonus gifts for regular customers so they feel pricing is fair for the exceptional experience received. Standing confidently behind your prices anchors their worth in customers’ minds.
Delivering a five-star salon experience requires dedication to understanding and exceeding customer expectations with every visit. By implementing these tips that wow clients, your salon will earn a reputation as the crowning glory of hairdressers in your community.
