MENU
SEARCHTips for making your customer service one-of-a-kind.
Are you doing everything you can to bring in and keep clients? The October issue of Salon Today explored the ins and outs of good customer service. Here are a few tips to make your customer service one-of-a-kind.
• Smile! Although guests can’t see the front desk staffer over the phone line, smiles are important, stresses Marion Stones, owner of Illusions Color Spa, Inc. in St. Louis, Missouri. “The guest can ‘hear’ a smile—it changes the tone of the conversation. I’ll call my desk periodically to check that they’re smiling.”
• Above and Beyond. Customer service guru and salon owner John DiJulius regularly has staff members going the extra mile: “For example, one of our guest care employees sees the guest walking up with the service provider, pulls up her file and greets the guest by name; a staff member pulls up the guest’s car to the door or escorts her out with an umbrella; or she asks a guest with a new updo if she is attending a wedding and if we can offer a gift card, saving her a trip to the store,” he says.
• Follow Up! At DiJulius’ John Roberts Salons and Spas, employees try to make the follow up personal with a handwritten note to a special client or an e-card, including links to websites the client may enjoy. “We also send out e-surveys to clients that include questions such as their favorite flower, place, hobby, drink, etc.,” says DiJulius. “We can add this information to their profile for future gifts, e-mail links or topics to discuss
All beauty professionals should know how to identify when a client may need some health guidance. Tracy Rado discusses some common questions that clients ask in the chair, how to advise them, and when to refer them to a specialist.
In his latest blog, Leon Alexander Ph.D., challenges industry conventional thinking to help owners add more to their bottom lines.
In her latest blog, Amy Pal helps you develop your own clear guidelines around complimentary free employee services.
From managing air traffic on busy days to handling frustrated guests' complaints, your front desk team often serves as the salon's emotional shock absorber. From a customer service lesson from the DMV to a list of strategies for caring for your front line, our experts offer ideas for alleviating stress, celebrating wins, and setting goals.
According to the KIM Report, top-line salon revenue appears steady or slightly up, but that growth is driven primarily by service price increases. Beneath the surface, retail performance and client visit frequency (appointment drift) are under real pressure. In his latest blog, Alain Audet offers strategies for keeping your salon's retail sales strong.
Putting your family to work in the salon offers some real tax benefits, but you have you have to play by the rules of the tax code to claim them. Azarvand Tax Law's Leticia Skrabut, Esq., shows you how.
Discover how to create a true “WOW experience” for every client by first building a culture where your team feels engaged, empowered, and inspired. Drawing on Calvin Stovall’s Iconic Framework, this blog explores how salon, spa, and clinic leaders can strengthen culture, elevate customer experience, and build a business that stands out for the long term.
Sponsored by Phorest Salon Software
The wellness industry is growing fast, and salons and barbershops already are an important part of it. In her first blog, Tracy Rado shares where the wellness dollars are heading, and how salons can grow with this movement.
While salon sales are increasing, owners often feel they're working harder for the same or less profit. Leverage Q2 data from The KIM Report, Alain Audet reveals some of the structural changes that are dampening your growth and why your region and your salon size matters.
Weaknesses in your business are amplified during the Holiday Season. Spark Pro Global's Lucy Randall shows you five things to do now to have the strongest holiday season yet.
In Kati Whitledge's latest blog, she shares how salons have moved away from dress codes and embraced appearance standards. But by removing strict dress codes, some businesses may have unintentionally lowered their appearance standards. Whitledge helps you explain to your team why an appearance standard is important and how to smoothly implement a new appearance policy.
The Small Business Health Care Tax Credit is a non-refundable tax credit for for-profit businesses that provides a financial incentive for eligible employers who offer health insurance coverage to their employees. Leticia Skrabut, Esq., walks you through how to claim that credit.
Developing strong work habits early in one's career supports long-term success in the salon industry. Jesse Linares offers new stylists his top five tips.
Most salon owners have no idea what these numbers are. You can hit record sales and still have a profit problem. The difference comes down to four numbers almost nobody was taught to track.
Sponsored by Strata Salon Systems™
A five-area audit every owner-dependent salon needs to run. You built something that looks successful. Now find out if it can survive without you.
Sponsored by Strata Salon Systems™
Every month you put off fixing the problem, it gets bigger, more expensive, and harder to solve.
Sponsored by Strata Salon Systems™
At Janet St. Paul Studio for Hair and Beauty, Director of Operations Natasha McMillen helps bring her wife Janet St. Paul's vision to life, elevating every system from education to operations.
