Crack the client-code in six / Way to remember your clients and guests

thechairrsays By thechairrsays, 11th Aug 2016 | Follow this author | RSS Feed | Short URL http://nut.bz/13vo4ljn/
Posted in Wikinut>Business>Business Opportunities

A pretty, twenty-something damsel walks into your quaint salon, which happens to be quite the neighbourhood hair revelation! Having been beauty-schooled, you smile and ask her what you could get her. Her lips purse and you hear a rather miffed ‘Earl Green Tea’.

Crack the client-code in six / Way to remember your clients and guests

A pretty, twenty-something damsel walks into your quaint salon, which happens to be quite the neighbourhood hair revelation! Having been beauty-schooled, you smile and ask her what you could get her. Her lips purse and you hear a rather miffed ‘Earl Green Tea’.

It might not have rung a bell but her order was the same when she got her manicure last weekend, and her hair straightened the week before last. She also happens to reign the loyalty coop, splurges like no tomorrow, and has three senior stylists in her hair at all times - something you should’ve made note of somewhere important where you keep a record of your clientele. Before asking her what she wanted to get done or even asking what she would take, ‘An Earl Green Tea for you, Ma’am?’ would have been the star question. The key ingredient? A custom-made experience. A sense of personalization that the ladies who lunch fondly cherish.

Be it a salon, clinic, or a nail spa, here’s how you can add strings to your client-servicing bow -


1) Nail the Name-Game

Feeling a little happy an important when someone addresses you by your name is no co-incidence. Check the appointment calendar for the clients’ details and greet them with their name on arrival. You’ll never forget it if you use it frequently in conversation with them.

2) Cut to the Chat

While doing their treatments, speak to your clients and connect with them without pushing the line. Getting to know them will help you customize an experience and also have something to bond over. You can start any conversation, for example‘on-duty attire’ could trigger a work related question - just saying. Also be very cautious to sense that your client isn’t in the mood to talk, just zip up then!

3) It’s all in the Signs

Delight or disdain; people come with a rainbow of expressions. Be it a look of bliss amid a Balinese foot massage when you hit the right spot, that you should catch and repeat, or the bored-and-about-to-die look where you hand the client a magazine to flip through as she awaits her turn. Be attentive to your clients’ expressions and tone of speaking, understand it and react accordingly. Always.

4) The Sweet Birthday Card

Special days may include blooms, vouchers or a simple text. Maintain a diary or an excel sheet with personal details and contact information of your clients - then set reminders on your Smartphone via Google Calendar. This also serves as a gentle reminder about your shop, but that’s not the purpose, so do not try and sell a service unless it’s a special birthday discount you’re offering.

5) Whims to be Noted

Extra cushioning of the chair, packaged drinking water, deseeded watermelon after a steam session - humble demands are best preserved in apps like Evernote. Go that extra mile and color-coordinate your clients based on their personalities - pink for the demure, red for the fiesty. Basically customize their experience by asking them what they need and giving suggestions of your own too.

6) Mark your Calendar

Thrice a month, every alternate Sunday, or even a mid-week staple - a pattern chart that chalks out appointment schedules will help you remember your clients based on their customary indulgences. You can send them polite but customized reminders if they’ve been absent for a while stating something like ‘we’ve not had a visit from you for your quarterly haircut…’ or ‘your feet have been due for their monthly pedicure for a while now….’

moderator Peter B. Giblett moderated this page.
If you have any complaints about this content, please let us know

Comments

Add a comment
Username
Can't login?
Password