Knowing that your most dangerous client is the one who doesn’t voice her service concerns to her service provider or to you, but who quietly complains to her friends, I asked them about their recent salon experiences and what things really got under their skin. None of these women work within the professional beauty industry, and I have to say I was surprised at their knowledge and sophistication about the inner workings of a salon. In a time when customer service is the key to maintaining and growing your business, I think these comments provide some valuable insight into your too quiet customers:
“I understand my colorist double-books appointments to boost her income, but I hate it when my appointment takes way longer than it should and it inconveniences me. And once, she actually got so busy she forgot about me and my color over-processed—it was a mess.” —Robin
“I am really grossed out when I walk back to my stylist’s station and there is hair on the floor from the previous client. Usually she’s in the process of sweeping it up, but I really don’t like to think about it.” —Wendell
“I hate it when I get a stylist who is uncomfortable maintaining a conversation and there are long awkward silences.” —Kathleen
“But I hate it when they chat too much! That’s my time to relax.”—Carol
“I’ve had a stylist who’s actually dropped a brush on the floor, picked it up and continued using it on me.” —Sharon
“I love my salon, but there seems to be a double standard. Whenever I show up for my appointment, they always get me in on time. But when I book a service for my son, it always seems like he has to wait 30 minutes or more. I know they aren’t making as much money off of him, but I’m still paying $25 for his cut and I usually buy products too.”—Jessica
“Hmm, I don’t know—I really love my stylist, I don’t have any complaints. If anyone is looking for someone really good, let me know.”—Erica
“It really irks me when they use all these products on my hair during a service, but don’t tell me what they are using. Then I get home and I can’t recreate the style. I don’t want a long, lengthy sales pitch, but I do want their advice about what products would work for me and why.” —Wendell
“Speaking of products, I was a loyal Kerastase user before I moved here so I sought out the only salon in town that carried the line. I went in when I needed to replenish products and started asking questions. The girls upfront didn’t know anything about the line. I even asked them, ‘Doesn’t someone come in and train you on these?’”—Kathleen
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