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SEARCHWhile making new clients is always a growth strategy, keeping the ones you have is even more sustainable. Coach Dawna Jarvis shows you five ways to keep them coming back time and time again.
Coach Dawna Jarvis helps you get your salon clients to return again and again with five key strategies.
Dawna Jarvis
Maintaining a loyal client base is crucial for the success of any salon. While attracting new customers is always a goal, keeping existing clients coming back is often more cost-effective and stabilizing for your business.
Here are five key strategies to ensure that your clients remain loyal and continue to choose your salon over others.
Great customer service entends far beyond just delivering excellent service. It's about creating an atmosphere where every client feels value and understood. From warmly greeting all clients--not just your own--to remembering their choice of beverage or previous conversations, every detail matters. Train yourself and your staff to be attentive, responsive and consistently friendly, ensuring that your actions consistently mirror the core values of your brand. Set yourself apart by doing what your competitors aren't. For instance, when a client of mine was going thorugh a difficult divorce, I sent her flowers with a note saying, "Thinking of you." This thoughtful gesture not only set our brand apart but also deeply touched our client and reinforced our brand's dedication to personalized and compassionate care.
Clients return to your salon because they trust you to consistently meet or exceed their expectations. This means ensuring that every visit is reliably excellent, regardless of which stylist they see.
Nick Mirabella, founder of The Wharehouse Salon in Fairfield, NJ, and a mindset and busines coach for salon owners, emphasizes the importance of consistency: "Why do clients stick with a hairstylist? It's not just about one great haircut or convenient parking. It's about CONSISTENCY. Predictability equals trust, and clients want to know they'll leave your chair looking fabulous every single time. It's about the whole experience--from the chit-chat to the final snip. Your consistent work shows value for money and sets the standard they expect on every visit."
Everyone aspires to be associated with the best in town. Is your salon award-winning? Has it received media recognition? If so, it's essential to share these accolades! People are naturally drawn to excellence and often seek it to align themselves with leaders in any industry. Nikki Corzine, founder of The Canyon Salon in Westlake Village, CA, comments: "Your brand is your promise to clients. Don't be shy about your achievements. Every award, every media mention is a testament to your commitment to excellence. Share these proudly, because they reassure current clients and entire new ones, showing that when they choose your salon, they're choosing the very best." By prominently displaying your salon's achievements and accolades, you significantly enhance its appeal, attracting clients who are looking for top-tier experiences and services.
It's easy to slip into sharing your own stories, especially when it feels like clients are inviting you to talk about yourself. However, it's important to remember that they might just be being polite. While we cherish the relationships we build with clients, it's crucial to recognize that they are paying for a service and deserve to be the focus of attention. Talking about yourself could make clients feel neglected. Always strive to keep the spotlight on them, making it a priority that they feel valued and cared for during their visit.
Research shows that people are more likely to share negative experiences than positive ones, often telling 9-15 others about their disappointments, compared to only 1 or 2 people about good experiences. With this in mind, I like to give my clients a few days to adjust to their new hairstyle before following up. It's also beneficial to check in even if they haven't had a major change; they truly appreciate the extra attention. Regular follow-ups can prevent clients from walking aorund with hair they are't happy with, and it demonstrates that you genuinely care about their satisfaction. This proactive approach not only ensures client happiness but also helps build a loyal customer base who feel valued and well-cared for.
At the end of the day, it's all about making your clients feel like they're the most important person in your chair. I've been in this industry long enough to know that it's not just about the cut or color--it's about the experience.
Remember, your clients are choosing you over countless other options. They're not just paying for your skills; they're investing in how you make them feel. So, make it count.
About the Author: Dawna Jarvis, a seasoned business and media strategist, specializes in elevating beauty professionals into industry leaders. Her expertise in brand enhancement and strategic positioning helps clients stand out and thrive in the competitive beauty market, even without a vast social media prescence. To learn more, visit her at www.dawnajarvis.com
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