ELEVATING THE SALON EXPERIENCE: UNVEILING THE SECRETS TO EXCEPTIONAL CUSTOMER SERVICE

Providing our clients with an unparalleled customer experience is something that has been at the forefront of our priorities from the very day we opened our doors 15 years ago. It is this absolute commitment and focus from our team to exceed the client expectations that has driven us towards local recognition for Customer Service and honored us in winning the category Best Customer Experience West Midlands in the recent 2023 Salon Awards. 

To create a memorable salon experience, we believe it’s not so much what you do that’s going to make you stand out (let’s face it most if not all salons can nail a fabulous balayage!), it’s the way you make that client feel!  Attention to detail and personalised interactions are key to the experience.  

That said, the experience should start before they even reach your salon (we like to send a welcome email with what to expect at your appointment) and that can only happen if you have systems and structures in place.  

It’s also important to look outside of the industry for inspiration. We take inspiration from EVERYWHERE – restaurants, transport, retail, bars and cafes, really anywhere that is providing customers a service can serve as inspo for what we should or should not be doing! And how their actions make a client feel.  

Salon software is truly an integral part of helping us streamline our processes and making things simple for the team. If you want your team to follow systems each and every time our advice is to make it as easy as possible. This in turn will ensure the overall customer experience is consistent time and time again. In our experience we have found that consistency helps to build clients’ trust in you as a salon. 

One of our  favourite features to use is of course appointment reminders. Sending automated reminders reduces the likelihood of no-shows for our business, ensures our clients never miss their scheduled appointments and makes things simple and convenient for our clients. 

Gathering feedback is invaluable for us to continually improve our services and meet our clients’ expectations. With the help of salon software, we collect post-service feedback from our clients. This allows us to gain insights into their experiences, identify areas for improvement, and celebrate our wins with our team. By listening to our clients’ feedback, we can ensure that their voices are heard, and their concerns addressed promptly. 

As heavily as we rely on the automated salon software daily, we still like to keep it personal by making follow-up calls to each and every client four days after their appointments to just see how they are getting on with their hair. We know that most people are more likely to address any concerns they may have via email, but we find that personally reaching out to our clients is just an extra way to convey that we genuinely care about their experience with us.  

To conclude, providing exceptional customer service is the cornerstone of our salon’s success to date and will always be our genuine passion. We constantly look to improve it and we couldn’t do that without the help of salon software, it has undoubtedly enhanced the experience for our clients whilst simultaneously making our lives easier! Appointment reminders, post-service feedback, and follow-up calls are expected now by our clients and as busy salon owners, we should embrace these strategies to elevate our customer service whilst freeing up our own time. 

Sonia Sparrow &  Sarah Shinton, Urban Coiffeur Salon Owners

https://www.urbancoiffeur.co.uk/ 

https://www.instagram.com/urbancoiffeur/