#24 Customer Service in a Salon (and your business too!)

I receive hundreds of phone calls from salons all over the country every day. I have also worked in both chain/retail salons as well as a private salon. There is an unspoken truth in this industry that is not acknowledged enough: If your business is slow, it isn't the customers fault! It isn't due to the economy. It isn't because you are located in a small town. It isn't because there are six competitors within walking distance.
A lot of stylists become complacent when it comes to customer service. You may be the most talented artist on the planet, but if you make your clients feel taken for granted they will go elsewhere. Let's review how to make clients feel appreciated and grow your business.

   Phone Etiquette

 DO NOT answer your phone with just "Hello." Remember that every call you get is a potential client. Try answering with a smile. Smiling actually lifts your palette and raises your voice into a friendlier tone. "Hi, this is Carla, of Armada Style. How may I help you?"

Make sure your voice mail message also sounds professional. All calls that come in while you are working on a client should go directly to voice mail. DO NOT ever interrrupt a service for a call unless it is an emergency. And NEVER interrupt a call by saying, "I've gotta go - my client's color is done." Keep the phone off the salon floor and both your calls and your services will be greatly improved.

Return phone calls in a timely manner. If clients are polite enough to inform you that they need to cancel, don't be rude about it. Thank them for the notice and ask if they would like to reschedule. It may be inconvenient for you, but being rude about it will cost you a client plus all the people they may have referred in the future.

Salon Etiquette

What are your business hours? Are they convenient for you or your clients? Many, many people work until 6pm or later. Are you open so that they can stop by after work? Are you open every day? If a client walks in 20 minutes before closing and wants a cut and color, do you stay and provide excellent customer service or turn them away and make them go elsewhere?

Is there food and drink in your salon? No one wants to smell food   combined with all the other fragrances in the salon. Keep food and drink off the floor, period. If you have a back room where people prepare food for themselves, limit the food to non-offensive odor foods. No fish, no curries, no eggs, no garlic knots, etc. And if you eat that stuff, please use mouthwash and/or brush your teeth before returning to the floor! And if you consume alcohol (or any other chemical substances) while working in the salon, you should not be in this business.

Salons are places where conversation flows freely. Sometimes clients share very personal, intimate details. This does not mean that you should share yours! I used to go to a salon (before I became a stylist) that was very unprofessional this way. The staff would all gossip about whomever was off that day. The final straw was when I was waiting for my color to process and another stylist (not the one conducting my service) was loudly discussing her ob/gyn visit with her client. Including the details of her HPV infection. Um....yeah, I never went back.


Now, I don't care what kind of neighborhood your salon is in or how the clients choose to dress or speak. YOU are the professional. Keep the language family friendly and dress that way too. Further, you are allowed to THINK whatever you wish, but if you hold bigoted views of any group of people, keep it to yourself. Do not discuss politics or religion. EVER.

Be polite. THANK every client every time. If there is a problem with a service or a product, don't argue. Just fix it.

Make sure the salon is clean. No hairy brushes. No dust bunnies in the corners. No color stained towels or chair covers. No color stained hands or clothes either! No exposed breasts, bellies, or armpits. Come into work prepared and looking the part. If my stylists came in and started doing their hair and make up at their station, they were sent home.

It is very confusing for me when I talk to a salon and they complain how  they are a "small salon" that cannot support a retail section. Pathetic! If you are so slow it means you are not providing excellent customer service. It means you have become lazy and are not willing to provide a better experience to your clients than your competitors. It means you are not letting clients know you appreciate them. No wonder your clients are going elsewhere

I want all my customers to have successful, rockin' salons with happy clients and happy stylists. There are many great resources to get there:

Books on Amazon: http://www.amazon.com/s/?ie=UTF8&keywords=salon+success&tag=mh0b-20&index=stripbooks&hvadid=40767907&ref=pd_sl_6y4a6ldzfo_e

Videos: http://www.bravotv.com/tabathas-salon-takeover

Websites: http://www.behindthechair.com/
http://www.scissorboy.com/

Good Luck!