Published: Aug 10, 2009
By Lisa Martin

Getting clients in the door is one thing….
Keeping them coming back is another.

Spending money on an exclusive product line and cutting edge advertising might get people in your door, but will not keep them coming back.  Your employees need to be a positive influence in the operations of your salon otherwise your efforts are set up to fail.  The beautiful relaxing décor may have caught their attention but many times it is the little things that keep them returning. 

#1.  Positive Customer Service:  Treating every client like an A-list celebrity.  It is about caring more for the client than making a sale or following a job description.  When we begin to serve from the heart, our clients cannot help but notice we are on their side and thinking of their needs.

#2.  Set Yourself Apart:  Define your client protocol.  Detail the entire procedure you want for your clients.  This is your chance to separate yourself from the salon next door.  Do you cleanse the feet and wrap them in warm towels before a massage?  Hand massage during facials?  Whatever your signature specialties are, need to be given every time.  No excuses…

Keep in mind that many times it is the little details that make the client experience a positive one.  It goes beyond the treatment or the years of training.  Providing good customer service encircles the entire client experience.