We coach the team on key questions to ask, how to listen and respond to customers’ signals and their specific needs. In short, it’s vital to understand the clients’ current needs and let them know we understand and hear their concerns.
We’re all so lucky – we have a captive audience and own our customer’s attention for at least an hour. We are the specialists: We’re here to educate and inform on styles and products that will give them best results with minimum effort. We’re also a filter to separate all the chatter and fluff from ads, blogs, fashion magazines, television and department/ drug store cosmetic counters.
Customers want to know the difference between professional salon products and drug store retail counter products. They want to know what works best for them. And they’re willing to pay a premium for this advice.
Your culture sets the standard. Employees need to understand why the customer comes to your establishment and how to not only meet but exceed their expectations.
If you aren’t educating your customer about services, products, home care and your entire brand, you’re not providing them the full experience or even listening to their basic needs.
How would you feel if you were in their shoes?
Allan Labos has more than 30 years of beauty and style experience across the country and in Europe. He began his career under the tutelage of Vidal Sassoon in London and opened and managed Sassoon salons and schools in Los Angeles, San Francisco, Chicago and New York. For the past 25 years he has owned and operated Akari, a 20,000-square-foot business in Portland, Maine. Akari offers hair, nail and spa services and also includes a boutique, fitness center and medical spa.