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How to keep clients coming back
Let’s face it, we all like to feel special; especially when we step into a salon. Making sure your clients ‘feel the love’ can help encourage repeat bookings, which are key to success in the uber competitive hair and beauty industry. Follow our tips to stand out from the crowd and keep your clients coming back for more.Technical skills:
It may sound obvious, but being great at what you do is imperative to client satisfaction and loyalty. Never stop striving to improve your skill set and keep up to date with the latest trends and techniques. Fancy updating your current skills or learning a new treatment? Check out our training courses.
Consistency:
Your clients will expect the same great level of service every time they see you. No matter how busy you are or what your mood is, make sure you focus all attention on your client and always be upbeat and professional. If you run a salon with several members of staff, make sure all are trained to an equally high standard so that no matter who the client sees, they get a consistent, quality service.
Be available:
Try to be as flexible as possible when booking clients in for appointments. Obviously, you cannot accommodate people every minute of the day, but squeezing a client in last minute before their holiday or special occasion can really help them out. Hopefully they will be so impressed that they’ll book with you again or recommend you to a friend.
Listen and build relationships:
Have a flick through your consultation cards and remember what treatments your clients have had and what styles, products and colours they liked. Next time they come in, recommend something tailored to their preferences. A good consultation is key to getting to know your clients and building relationships. For more information on how to carry out great consultations, click here.
Customer service:
There are so many ways for you and your clients to communicate – phone, text, email, post and social media. Make sure you reply to clients ASAP in a friendly and professional manner. Make sure complaints are dealt with quickly and calmly. Read our blog on how to deal with client complaints.
Cleanliness:
Show your clients you prioritise their health and safety by always adhering to strict sanitation and disinfection procedures. Keeping your salon clean, sanitary and tidy is a must at all times.
Make them feel special:
Welcome all clients with a friendly greeting and offer them a drink when they enter your salon. Be attentive throughout their entire visit. Make regular clients feel like part of an elite group by giving them exclusive offers and information and priority booking on new treatments via social media or email. Click here for our guide on making the most of social media.
Retail:
Recommend retail products to suit your client’s look and personal taste. Run a loyalty scheme where the client receives a free product once they have bought a certain amount. When you start retailing a new product, consider giving out free samples. Click here for our top tips to sell more retail products.
Say thank you:
Reward clients with a loyalty scheme or sporadic discounts and offers to let them know their custom is appreciated. Post or email them a birthday and Christmas card. Word of mouth is still a fantastic form of marketing so always reward them for introducing a new client to your salon.
Freelance Focus
Freelance Focus, is a one stop resource for anyone working as a freelancer or thinking of going freelance in the hair & beauty industry, which includes a FREE downloadable guide filled with advice, useful insights, experiences and tips (from experienced freelancers) to help you understand the steps needed to make the right choices for you.
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Has your client ever asked you abour ingredients in the products that you use on them?
Have you found yourself scanning the back of the packaging and googling the names and feeling a little lost?
You're not alone. Ingredient labels are complex when it comes to haircare and contain an array of unfamilar natural chemical and biological ingredients with confusing names. We are here to give you the tools you need to translate and explain to your clients what is in the products that you use on them in the salon and which K18 products can help you achieve the cleanest hair yet!
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My treatment room is based in my garden at home and I offer a full range of Hair and Beauty treatments specialising in skin care, brows & hair extensions. My clients love my set up and really appreciate the little touches like being able to park with ease and having more of a cosy experience away from the hustle and bustle of a busy salon. As well as running my own business at home, I also enjoy teaching others on their journey starting out in the trade with my own accredited courses at home as another branch of my business called ‘The Hair and Beauty Training Beautique’. You may also see me in your local Capital Hair & Beauty as I also tutor for one of their training providers ‘Face Forward’ offering brow lamination and lash lift and tint courses.
Meet Sophie, owner of ‘Sophie’s Lashes & Beauty’ which she has been running now for over 7 years!
Sophie gained a wealth of experience working in the industry from her background working in prestigious 5 hotel & spa and salon settings which lead her up to starting a business of her own. We talk about all things beauty and the curved tweezers that she can’t live without!
Hi Sophie, tell us a little bit about your journey and how you go into the industry and what lead up to starting out on your own?
I gained a lot of knowledge from working in different settings from working with a big teams in a 5 star hotels and spas to smaller beauty salon environments. I gained so much knowledge from working in both settings and although it was hard work and long hours.
I started out by working in a few different 5 star hotels with spas and a salons where I gained all my knowledges and experiences from each one to put together for my own business! It was hard work and long hours all the practice paid off. It was actually one of my clients I saw regularly in the salon I worked at that said I should set up on my own and gave me the confidence to go self-employed and I’ve not looked back since!
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Following the natural structure of hair, the biologically active peptide is considered natural. Unlike traditional bonding agents, it is not rinsed away by water or shampoo, making K18 a genuine and enduring remedy for damaged hair. Healthy hair originates in the salon, and K18 believes its influence starts at the salon chair and radiates outward. While K18 is suitable for all hair types and services, the most significant improvements are seen in damaged hair.