cosmetologists and barbers, this is How you increase client retention


Shared tip from our friends at Elite Beauty Society

Keep them coming back for more—creativity and passion are going to be driving factors in your success, but it’s much more than that.

You’ll also need to understand how to best elevate your clients’ experience so that they’re getting the best out of their time in your chair.

But how do you do this?

It’s more than just being a people person, and it’s more than just being friendly and helpful, you’ll need to take dedicated, strategic steps toward enhancing your client’s experience.

As daunting as that may seem, there are tons of small, but meaningful, steps you can take toward getting your client experience to where you want it to be.

Not sure where to start? No worries, we’re here to help! 

Check out some of our tried-and-true methods for elevating client services in the beauty industry, see what works for you, and even tweak a few methods to best fit your business’ needs.

Reception Methods Must be Pristine

Sure, your client services speak for themselves, but you can’t anticipate them to speak for the entire salon experience – you need to make sure you’re making the ultimate effort in all aspects of your clients’ experience, but this especially means they’re reception.

Did you know that about 68 percent of clients feel anxious when they are entering a salon for the first time?

If you’re doing everything in your power to qualm those fears, though, you can elevate the time your guest spends in your salon.

By taking the time to make them feel welcome!

Offer them a fresh drink (which means you’ll need to have water, coffee, or even champagne on hand at all times). Offer them a snack or a treat. Ensure they’re equipped with the Wi-Fi password and always ask if they’re comfortable.

Most of all, treat them with respect and attention – people love to know they’re being cared for and are often at they’re most comfortable when they feel like their needs are being met.

Let Your Décor & Details Speak for You

Your décor is going to make or break your customers’ experience, too.

For example, if you’re able to create a luxurious, upscale ambiance, environment, and vibe, your clients are going to feel it.

Consider working with a designer to get the feel and vibe for your space that puts your clients at ease and makes them feel like they’re prepared for the upmost of relaxation.

It’s also important to feel out the vibe your salon is giving and do a few things to tweak it.

Consider creating and playing a specific playlist that helps to create an atmosphere that elevates your clients’ mood.

Try having a coffee machine with a few flavored syrups on hand. You can even update your robes for soft, fluffy options to make your clients feel like they’re being pampered.

Thorough Consultations Make All the Difference

Even though it might not seem super obvious, adding in a consultation segment for your clients can make all the difference in their experience.

About 97 percent of stylists say they give consultations, according to Behind the Chair. However, only 7 percent of clients said they’ve had a consultation.

Adding in consultations for each of your clients can do more than just make your client feel special, it can promote a special dialogue that can help you get your client exactly what they want – which, in turn, will help promote a more positive client experience.

If you’re giving consultations, make sure all of your employees are utilizing this tactic. Make sure your staff is incredibly specific and ensure that your social media and digital advertising is clear about your consultation policy!

Take Lessons from the Retail and Hospitality Industry

We know that you’re in different industries, but there’s something to be said about both the retail and the hospitality industries.

Why is this?

People, and their customer’s comfort, are their main focus.

People are thrilled with the hospitality and retail industry because it’s their job to go above and beyond their expectations. How do they do this? By providing a better customer service experience.

Have you ever heard the expression “the customer is always right?” We’re sure you have.

Typically, the hospitality industry is ruled by this thought, and often, it works out for the best. While we can’t suggest that you let customers and clients walk all over you, abiding by a similar policy (that the customer is the center of everything and should have their needs met) will typically help to elevate a client’s experience.

Not only will you make them feel comfortable, you’ll make them feel special, unique, and pampered – and that is the ultimate experience.

Ask Your Clients Directly

This might seem blunt, but honestly, its’ one of the best strategies you can put into motion.

If you’re wondering what’s missing from your client’s experience in your own establishment, directly ask them how you could improve it.

That’s one of the beautiful things about social media – you can start an online poll for your customers and followers, and it will give them a space to answer open and honestly. Sometimes it’s hard for clients to express their real opinions in person, and social media and digital platforms can help to update your experience.

If necessary, create a rewards-based poll to get your clients answering your questions. Ask them how you can elevate your experience, what might be missing, and what you could to improve their time at your establishment.

Then, follow through.

It’s the most important part of the process. It’s one thing to ask your customers for their feedback, it’s entirely another to listen to them.

To best serve your clients and give them what they want, ensure that you follow through on your part of the deal, too!