Salon Spa Client Experience

4 Ways to Improve the Client Experience

December 06, 2019

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Your client experiences can make or break your salon or spa business, which is why making sure your employees understand the art of delivery and dialogue are the two most essential components in building positive experiences. Here are a few quick tips for enhancing your customer service.


The Key to Looking Friendly and Trustworthy
Consider your client experiences from the outside in- As a new client, the butterflies in your stomach can be very real! It can be incredibly nerve-racking to trust a new stylist or wellness professional who has never worked with you before.


However, your team can help them feel more at ease by making sure they are using direct eye contact and smiling. In fact, smiling and eye contact has been scientifically proven to be perceived as more honest, which promotes trust in the client-service provider relationship and increases the average amount of money a client will spend.


Dress to Impress
Executing a well put together dress code at your salon or spa creates a look of unified professionalism. The dress code for your employees highly influences the first impression that your clients form about your business.


While salons and spas are filled with creative and artistic people, their clothes should reflect the overall brand of the business and let their work speak for itself. Keeping a simple and neutral dress code will allow for more attention and focus to be placed on the client instead of the bright checkered shirt behind them.


Dressing for success will create positive impressions that keep your clients coming back for more and make rebooking in the future more likely.


The Art of Communication
Ensuring that your stylists establish clear communication with a client is key. From the moment they sit in the chair to when they’re checking out, it’s essential to make the client experience both relaxing and educational.


For example, it’s important for a stylist to talk through their styling visions with their clients as well as the products they’ll use to achieve that look, which creates a perfect transition into a natural retail sale.
The client will feel educated and empowered to make their own decision while your stylist offers up the salon’s best retail.


Positive Attitudes Create Happy Clients
Celebrity colorist Sherry Ratay provides top recommendations on how to keep your salon or spa feeling luxurious and professional. She stresses the importance of creating a positive first impression for your clients through the atmosphere of your salon or spa. Creating the right look and feel for your salon or spa is essential to attracting your ideal client.


At the end of the day, clients come to your business to be taken care of, which requires your staff to maintain a strong, positive, and pleasant experience throughout the duration of the appointment.


With all of these tips and tricks, you’ll be sure to build out a consistently incredible experience for your customers time and time again. Ready to learn more about delivery and dialogue? Check out our Coffee Talk: Keep Them Coming Back for More with Bennie Pollard.

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