Many open up a hair salon thinking being a good stylist is all that is needed to make the business a success. They feel clients will send new clients and the business will grow no matter what else is going on in the salon. Truth is good work is only a part of what makes a salon successful and if you have issues with customer service those referrals may not be coming in.
Client referrals are not only based on the quality of the work you provide but also how you run your business. Think about it if you have an appointment to get you cable fixed and the person is 45 minutes late are you happy. Of course not but many salon book clients too close and they end up waiting a long time to be seen and the appointment time is more of a suggestion than an actual appointment.
This one factor can kill your business as much as a bad hair color. People are busy with jobs, meetings and family obligations. They make time in their schedule for you and if you don't respect that fact they will be looking for another stylist. Just remember in the hair industry there is always someone as good or better than you right around the corner waiting to be found.
The client may never complain but they are likely to mention the behavior to friends who may suggest another good stylist they can try. Now you have lost business and if you understand what each client is worth the cost is staggering. For example a client who will come in for a cut, style and color every 3 months at a cost of $150.00 is not worth only $150.00, she is worth $600.00 and good clients last for 2-3 years the real value is closer to $1800.00. Think about it, you lost $1800.00 because you can't keep a schedule.
For many in the salon and spa business this is standard practice. Not a problem because they made a phone call and that took care of the scheduling problem. they never even realize how many clients don't return or long time clients quit calling.
Does this sound like your business? If it does you need to step back and make some serious changes before it's too late. It is expensive attracting new clients and costly when they leave, You need to know how many are one time clients, repeat clients and lost clients. Go after those lost clients and try to win them back. Ask what went wrong even if you don't like the answers it will help you grow the business in the long run.
Client referrals are not only based on the quality of the work you provide but also how you run your business. Think about it if you have an appointment to get you cable fixed and the person is 45 minutes late are you happy. Of course not but many salon book clients too close and they end up waiting a long time to be seen and the appointment time is more of a suggestion than an actual appointment.
This one factor can kill your business as much as a bad hair color. People are busy with jobs, meetings and family obligations. They make time in their schedule for you and if you don't respect that fact they will be looking for another stylist. Just remember in the hair industry there is always someone as good or better than you right around the corner waiting to be found.
The client may never complain but they are likely to mention the behavior to friends who may suggest another good stylist they can try. Now you have lost business and if you understand what each client is worth the cost is staggering. For example a client who will come in for a cut, style and color every 3 months at a cost of $150.00 is not worth only $150.00, she is worth $600.00 and good clients last for 2-3 years the real value is closer to $1800.00. Think about it, you lost $1800.00 because you can't keep a schedule.
For many in the salon and spa business this is standard practice. Not a problem because they made a phone call and that took care of the scheduling problem. they never even realize how many clients don't return or long time clients quit calling.
Does this sound like your business? If it does you need to step back and make some serious changes before it's too late. It is expensive attracting new clients and costly when they leave, You need to know how many are one time clients, repeat clients and lost clients. Go after those lost clients and try to win them back. Ask what went wrong even if you don't like the answers it will help you grow the business in the long run.
About the Author:
Learn more about Salon Marketing. Stop by Jeffrey Truitt's Salon Chair Cafe site where you can find other Salon Marketing Ideas for your hair salon business.
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