Delivering the highest standards in client service is at the heart of every successful salon. And while it’s a great idea to look at how your competitors care for their clients, it also pays to look outside the hairdressing industry.
We know of several top salons who send their team members out to experience how other salons create an incredible client experience, and increasingly more forward-thinking salons are also encouraging their teams to experience first-hand how other service industries create the ultimate client journey.
Think about experiences you have had that have wowed you as a client – a meal out that was enhanced by the service you received from your waiter, a weekend away at a beautiful boutique hotel, where the staff made you feel like a valued guest, or a trip to a fashion store where you felt genuinely cared for. There’s as much to be learned about client service from these experiences as from a trip to another salon. What were the little extras these businesses offered that made you feel special and valued, and how could you incorporate some of what was offered into your business?
Was it, for example, the way your waiter talked you through the menu and listened to your specific needs? Did the reception staff at the hotel greet you with warmth and make you feel like you were a welcome guest? Did the shop assistant take time to help you find the right outfit for that special occasion and treat you like an individual rather than just another shopper?
Why not draw up a list of local service providers that you feel deliver the best in client service and encourage your team members to try them. You could offer a meal for two at a great restaurant as a prize for a team member that hits or exceeds certain targets or a day at a local hotel’s spa for a star performer. Let them experience great client service and then come back and share their thoughts with the rest of the team.