The beauty industry is worth more than 600 billion currently, and it’s projected to grow beyond that in 2024. This is not a surprise as the world of beauty and wellness and all related treatments are well sought after.
It’s not just about preventing ageing, having the best haircut or shaping your body without exercise. Beauty and cosmetic salons are all about giving an unforgettable experience to clients and feeling valued, cherished and pampered. If you want to create a salon experience clients will eagerly want to return to for more, follow these tips to exceed client expectations.
Impeccable client experience
Any service-based business has to put customer service at its forefront. An impeccable client experience is the key to customer retention. The staff has to treat every customer equally and provide exquisite service. From the moment a customer walks in, during the treatment, and afterwards, they should feel welcome and receive an attentive and personalised service.
Salon design has to be sophisticated, practical and up to industry standard. The ambience is the first tithing everyone will notice, creating a long-lasting first impression. It should be as warm, soothing and relaxing as possible to ensure every client feels comfortable and pleasant. Use colours aligning with your brand to ensure clients feel they’ve entered a world of elegance.
Apart from salon design, warm welcome and amazing services, other things contribute to a relaxing ambience. You can set the mood with the right music genre, comfortable seating, and subtle aromatherapy. These elements enhance the serene vibes, making your client feel less stressed, relaxed, rejuvenated and satisfied.
Invest in top-tier beauty products
The needs and desires of your customers are individual and specific. Thus, the beauty products and services you offer will create demand. Invest in top-tier beauty products and treatments to create the desired demand. Consider your client’s needs and desires and offer exclusive, premium treatments. For example, Lash Blossom has recognised this and included cosmetic tattoo treatments as part of their unique services for their clients. Showcase commitment to your clients by offering services and beauty products essential for creating a luxury experience.
Respect for your client’s time
Scheduling can often come with conflict. When there’s a conflict with scheduling, two clients booked at the same time, or a lack of punctuality, it can lead to customer dissatisfaction. Respect for your client’s time is key to ensuring a luxury experience. Hire someone skilled in time management to work with clients and salon scheduling to minimise waiting times. The only way to demonstrate professionalism and respect is to ensure an efficient and smooth scheduling system.
Actively seek and act on client feedback to continually improve and meet client expectations. Encourage clients to provide input on their experiences, both positive and negative. Use this feedback as an invaluable resource for refining your salon’s services and making necessary improvements. Especially when there’s an online review with a negative tone, ensure you have a damage control strategy to review the comment and provide an adequate response.
Anyone working at the salon has to be skilled, knowledgeable, polite and friendly. Treat every customer with respect, no matter if it’s their first time there or they are a returning customer. Hire and retain highly skilled, certified, and knowledgeable beauty professionals. Regularly invest in training and development to ensure your staff stays updated with the latest trends and techniques in the industry.
Salons often make the mistake of relying on the constant flow of new customers, forgetting about the old ones and their retention. Yes, some will switch between salons based on the schedule availability, while some will commit to you only. Therefore, create exclusive membership packages or loyalty programs for your salon. Offer special discounts, early access to promotions, or VIP perks to reward and retain your loyal clients. These programs make your clients feel special and encourage them to return for ongoing benefits.
Lastly, prioritise clients’ needs and preferences to provide a unique experience. Customise services whenever it’s possible and tailor your services for each individual. Keep a client’s record about past services, allergies and specific requirements. Ensure you follow the steps mentioned to create a personalised and luxury beauty salon experience.