Helpful tips To show appreciation, stylists can:
3. Set up an advice system on their a Facebook page or website. Remind clients they can check in regularly for hair care tips, nail tips, and other personal care information. Take the time to look into this. Find some good articles the clients can read, or the latest book they might want to purchase. 4. Thank clients and smile at the end of a service. Nothing pleases people more than an honest, kind smile. It says someone appreciate their time and their business. To increase client retention, give them a great reason to return. One of the best ways to do this is to communicate with a new client shortly after their first visit. Stylists need to let them know just how valuable they are to the salon. They need to feel like they are part of the salon family.
1. Set up a thank-you system on their website or Facebook page. At the end of each day, stylists can post a thank you to those clients who came in. Stylists don’t need to mention people by name. A simple thank you is enough: “A big thanks to all my customers today. It’s always great to see you and I hope you appreciated our services today. We look forward to seeing you again soon. Have a great evening!” 2. Type up a list of tips for daily hair care and hand it out to clients after their treatment is complete. In this way, they don’t have to remember what said the stylist said, they have it in writing.
UNDERSTAND AND MEET CLIENT EXPECTATIONS
the work stylists will do and the services they will provide. That may change over time, but it may not. 3. There is no such thing as “just doing a job.” A stylist’s job is their career. It is part of who they are in this world (but certainly not everything). The way a stylist performs their job helps to determine the kinds of loyalty they earn from clients/ customers and the possibilities for advancement. 4. When stylists offer the best services they can within the scope of their abilities, they set themselves apart by being exceptional. Services a stylist provides helps them to differentiate themselves from others. 5. When stylists provide exceptional service, it means they go beyond what is expected of them. It is about surprising and delighting, customers. This opens the door for lifelong clients who often become referral sources. Helpful tips 1. Contrary to a long-established saying, the client/customer isn’t always right. A more accurate saying might be, “The client should always be listened to.” Once a stylist hears what the client has to say and the nature of their request(s), they can discuss the possibilities with them. The most important advice here is: “Keep a level head.” Be patient. Listen. Respond appropriately. 2. If the client is requesting something that cannot be accomplished, stylists should not simply say; “Well, that won’t work,” or “I can’t do that,” or “That wouldn’t suit you.” Some more appropriate responses are, “I think I understand what you’re asking for, but I’d like to make an alternative suggestion,” or “That’s a really interesting idea. I could see why you’d want that, but I have another idea.” Stylists should keep the dialogue going until you have consensus. 3. Never use the word “wrong.” People don’t want to hear they have a bad or wrong idea. Someone’s feelings could really get hurt. At the very least, it comes off as unprofessional. Stylists should always let people know they respect their ideas and suggestions . 4. Give in when appropriate. Even if a stylist feels 100 percent sure that a color or style is wrong for someone, it’s the customer’s right, in the end, to have it. Stylists may want to say something like, “Are you sure?” If they say they are, then move on. 5. Listen in a thoughtful way. Stylists should let a client know that they’re truly listening and not just acting like it. Body language makes a difference and so do facial expressions. Stylists can nod their head, and should always remember to smile as the customer speaks. In the end, stay cool, calm, and collected.
One of the hallmarks of professionalism is that stylists provide only the services they are capable of offering. Services are divided up for a reason. They’re organized according to peoples’ skill sets. If someone is an expert colorist, then it’s likely they will focus on offering that specific service. If someone is an expert stylist, then they are better-suited to provide this service. So, how does a stylist meet client expectations at the same time as staying within their comfort zone, and within their scope of abilities? Helpful tips Stylists should: 1. Set up the boundaries or parameters of the work they will be doing when first hired by a salon. 2. Describe and prove through proper documentation their scope of abilities and professional training during hiring. These discussions provide a framework (or a foundation) for Case study Maya has styled a particular client’s hair for over a year now. The client has always been pleased with Maya’s work, and so they continually return to her for services. Today they ask for something new. This is an opportunity for Maya to either convince them they should stick with the same style, or to surprise and delight them with something new. Which path should Maya choose? The first is a safer choice. After all, it has worked so far. However, this is a loyal customer. If Maya gives them something new, which is, after all, what they’ve asked for, she’ll take her services to the next level and challenge herself while bringing joy to her customer. In this way, Maya stays within her scope of services but provides her client with exceptionality. Listen People can be difficult. Some people will be argumentative. Stylists must remember that everyone wants to be heard. Everyone wants the opportunity to explain themselves, especially when it comes to receiving paid services. The key for stylists is to balance their own ideas, knowledge, and expertise with the needs, desires, and expectations of the clients/ customers. Clients may challenge stylists in many ways. They may ask for services that the stylist doesn’t actually provide to see if they can “bundle” their services in order to save money. Clients may perpetually complain about the services the stylist provides (or for that matter, they may perpetually complain in general, no matter who provides them with services). And finally, they may ask for something that is either difficult or impossible to provide (for example, a woman who has extremely straight, thin hair wants it voluminous and curly). Clients won’t always be easy, but there are some guidelines that can help stylists to navigate those moments when they feel very challenged by a person or situation.
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Book Code: ENC0824
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