Call 02 8004 7684

Posts

A salon client complaining

Managing Salon Client Complaints

/0 Comments/in /by

Managing Salon Client Complaints.

A salon client complaining

Managing Salon client complaints can be an extremely challenging task for everyone involved. Emotions can run high, causing stress for both you and your client.

Learning ways to manage salon client complaints effectively is extremely important to preserve your business reputation and ensure your clients leave your salon happy.

In this article, you will learn simple but effective skills to use when dealing with a salon client complaint.

See the Value in Salon Client Complaints.

Looking for the value in clients complaints may seem counter-intuitive. However, complaints provide you with valuable insight into how you can improve your business, skills, or client service.

Moreover, when a client complains, you now have the opportunity to remedy the situation and avoid losing a valuable client.

Here are a few statistics to show the value of client complaints.

Only 1 out of 20 unhappy clients will complain. The other 19 will stop doing business with you without telling you why.

70% of complaining clients will do business with you again if their issues get resolved.

As quoted by bill gates, your most unhappy customers are your greatest source of learning.

Keep this valuable quote in mind the next time you receive a client complaint, and you may even find your attitude towards client complaints will improve.

hair salon client complaining

Listen, Listen, Listen.

Listen to your client with the intent to listen, not just to reply. Letting your client finish without interruption is important, as your client will feel heard and is less likely to become emotional or frustrated.

Always talk to your client in a calm and concerned manner, while clarifying that you have correctly understood their complaint.

Avoid getting defensive and try not to take the complaint as a personal attack.

Imagining yourself in your client’s situation can sometimes help you understand their perspective, and you will feel more empathetic.

Body language is also a powerful form of communication, so be mindful of your body language.

Most people unconsciously respond to emotional signals you display. So keep your posture positive and relaxed and use open hand gestures when talking.

Furthermore, avoid crossing your arms or placing your hands on hips as these positions can irritate your customer. To read more about body language in the salon, click here.

Remain tactful and respond kindly to diffuse any anger or frustration.

Another important note is to make sure the complaint is being dealt with by one person only. If other staff enter into the conversation, your client may feel ganged up on and bullied.

Listening to a salon client

Apologise with sincerity.

Once the problem is defined, assure your client that you will be doing everything you can to rectify the issue.

When you make a mistake, there are four things you should do

  • Admit it
  • Apologise for it
  • Learn from it
  • Don’t repeat it

Providing a sincere apology without making excuses shows a client they are valuable to your salon.

Seek a Resolution.

Now it’s time for both you and the client to agree on a resolution.

Act quickly to rectify the complaint; however, if the problem will take more than one visit or take multiple stages to fix, clearly explain the steps and time needed.

Remain firm but polite when negotiating and provide compensation when necessary.

 

Resolving a salon client complaint

Compensation for clients is good business practice and is especially important for long-term valuable clients.

Compensation can be used to your advantage. By giving your client 50% off their next visit, they are happy, they rebook, and you get repeat business. Win, Win!

Remember, retaining old clients is much more cost-effective than finding new clients. Statistics show that it is 6-7 times more expensive to acquire a new client than to keep a current one.

So, now you see why learning to manage complaints efficiently is essential for your business and maintaining client retention.

Salon Clients Complaint Policy.

Deciding on a suitable resolution is a matter of your discretion and will depend on each individual situation. However, having a clear salon client complaints policy is an essential and valuable tool for you and your staff.

A pre-written policy provides a clear path for you and your staff to follow should the need arise.

Educate your staff on all complaint policy requirements so they can successfully manage complaints consistently across the salon.

Furthermore, a written policy also works to improve response times, as protocols are already in place, and more importantly, reduces staff stress.

Pick Your Battles.

Not all grievances are worth arguing about, and it is essential to identify which complaints are worth negotiating.

Unfortunately, we all come across the occasional client who complains regularly or are just out for a refund or freebie.

Even though we should always put the client first and find a resolution where possible, some people simply cannot be pleased.

Don’t be afraid to decide that a particular client is no longer worth your valuable time. Take a diplomatic approach, even when you know you are right and try to defuse any hairy situations.

Sometimes, offering the client a full refund and politely suggesting they choose another spa or salon more suited to their needs is a great way to rid yourself of ongoing problems.

It is also worth noting that it is never okay for a client to abuse you verbally. When a client crosses the line, don’t accept poor behaviour.

Calmly address the client and tell them you are happy to address the problem, but you will not proceed with a conversation until they calm down.

Terminate the conversation if you must and reconnect with the client at a later date.

Learn From Salon Client Complaints.

salon clients talking

Thank your client for bringing their unhappiness to your attention as most will not bother to complain and just walk away from your salon, never to be seen again.

These genuine complaints provide you with valuable ways to improve your business and reflect on what needs to be changed to ensure better outcomes or service.

You might need to consider training for yourself or staff if the complaint was a skill-based problem. Improving skills are a positive way to reduce staff errors and eliminate unwanted outcomes.

Use examples of customer complaints to talk to staff and develop scenarios that improve resolutions. This way, your team are well equipped to handle customer complaints should they arise.

If time management is an issue in your salon, consider automating your business with time-saving software like Konnect.

Konnect provides you with all the amazing tools you need to streamline your day and stay organised.

Document Complaints.

Document all customer complaints and record the details on the client’s card.

The Konnect client card feature has unlimited space to record every detail.

Don’t rely on your memory, as you may need to look back on these records if things are taken further by the client.

Conclusion.

You will not be able to please all clients, all the time. However, you can build a business based around kindness, patience and a willingness to provide excellent customer service.

So take a deep breath, deal with complaints with a positive attitude and embrace mistakes as an opportunity to flourish.

Konnect provides you with the simple, easy-to-use tools to successfully run day-to-day operations in your salon.

Not using Konnect Spa and Salon Software?  Sign up for a free demonstration today.

 

 

A woman with her hands in a heart shape and tex "Salon body Language"

Salon Body Language – How to Build Better Relationships.

/0 Comments/in /by

Salon body language is an essential tool to master in your salon. 

Why? because understanding and using appropriate body language enables you to build better salon client relationships. 

By learning basic non-verbal communication cues, you can ensure your clients feel more comfortable during their salon consultations and treatments. 

Furthermore, being able to identify these cues will give you better insight into how you are presenting yourself and how your client is feeling, enabling you to deliver a more personalised salon experience.

Plus, as we all know, an exceptional client experience in your salon leads to improved trust, loyalty, and ultimately better client retention. To read “The Top 10 Strategies to Boost Salon Client Retention”, click here.

What is Salon Body language?

Body language is a form of non-verbal communication in the salon that may or may not accompany words, but where an intention or feeling is conveyed. 

Facial expressions, gestures, and posture are all forms of body language that reflect inner emotions, either positive or negative.

Even during periods of silence, the communication of feelings and intentions are possible via body language. 

This form of social language is often more informative and revealing of a person’s actual emotional state.

Body language includes; facial expressions, eye movements, gestures, spatial boundaries, and touch.

Barbers talking over a coffee

Salon Body Language – How to Build Better Relationships.

If used properly, your body language can enhance your interactions with salon clients and help to form better connections.  

Many studies have attempted to find out the ratio of non-verbal cues to the spoken word in our language. However, the exact ratio is still under exploration. 

Some studies say body language is more than 50% of what we convey during a conversation, while others suggest up 75%. 

Whatever the exact ratio is, it is safe to say that body language plays a significant part in our communication with our salon clients.

Fostering good relationships is the cornerstone of building a healthy salon business. Displaying confidence, genuine interest, competence, and empathy help to make your clients feel like they are getting expert treatment, are understood and that you care about the outcome.   

On the other hand, understanding your client’s body language can help you to notice and reassure an anxious or apprehensive client.

People may not always tell you how they feel, but they will always show you, so pay attention! 

The importance of understanding body language should be pretty clear by now. Happy clients make loyal clients, and more loyal clients increase client retention, improved client retention leads to business growth and business growth leads to increased revenue… well, you get the picture by now. 

A hand drawing a line for increased revenue.

Types of Body Language.

Specific postures displayed can reveal the demeanor of a person at a glance.  

Postive postures that display honesty and confidence include;

  • Standing tall
  • Shoulders back
  • Open hand gestures
  • Leaning forward
  • Palms open
  • Head tilted to the side
  • Weight evenly distributed on both legs
  • An average rate of breathing

A woman with her hands in the shape of a heart using body language

Whereas, negative or apathetic attitudes are displayed by; 

  • Slouched position
  • Arms or legs crossed
  • Closed body positions
  • Hunched shoulders
  • Feet pointing towards the door
  • Fidgeting
  • Head down

A man using body language with crossed arms

Making sure you and your staff are displaying positive body language can help to make clients feel more comfortable and build better connections.

These tools are especially important to remember during consultations as body language experts agree; positive body language congruent with speech leads to a more trusting exchange between both parties.

Gestures.

Gestures are movements made by the hands and body, and include;

  • Hand movements
  • Fiddling with hair
  • Lint picking
  • Touching face
  • Tapping
  • Covering mouth
  • Nodding

When chatting with clients, your gestures must match your words.  

According to the experts, women are much more in tune with recognising slight differences in non-verbal cues and speech due to an evolutionary adaptation to child-rearing. Babies and small children rely on body language to communicate their needs, so this is a well-honed skill for women.

As most of your clients and staff are likely to be women, you must be aware of your gestures to appear genuine.

Can you recall having a conversation with someone who you don’t know, but you sensed something was a bit off? Maybe you felt a sense of unease or distrust. A mismatch between body language and the spoken word was likely the cause. 

Subtle signs can be displayed that you are not consciously aware of, but your gut tells you to be wary. 

Negative gestures during a conversation include;

  • Shuffling feet
  • Looking away often
  • Blocking the body with an object or bag
  • Wringing of hands
  • Fast breathing
  • Visible swallowing
  • Red face, cheeks, ears or chest

“Your body speaks the truth, even when your mouth lies.”

 

Two woman talking with their body language.

 

Positive gestures to include when talking to your client may consist of tilting your head to one side and nodding. Add a smile to the mix, and you will convey a sense of interest and agreeableness.  

Studies have indicated that a person is more likely to open up and talk 3-4 times longer if you nod three times, otherwise know as the triple nod. 

On the other hand, nodding too fast can be a sign of impatience, and you are ready to interrupt. 

Eye Contact.

The right amount of eye contact is a significant component in any conversation.  

Good eye contact indicates interest and full attention. But what is the right amount of eye contact?  

Research found that maintaining eye contact for around 60-70% of a conversation is comfortable for both parties. Don’t try to force eye contact but use enough to show you are engaged and undistracted.

A woman looking at her nail salon client

Whereas, staring too long or intensely can unnerve people and lead to awkward interactions. 

I’m sure you have all experienced a conversation where the other person is distracted. I bet you felt unimportant and annoyed. Your clients are no different. Constantly checking your phone, reading texts, or looking at yourself in the mirror sends negative signals to your client.

Your client deserves your complete attention and respect. Your actions speak louder than words, so put that phone away and make your clients your priority!

Spatial Boundaries and Touch.

A woman receiving a salon facial

 

The salon is an environment where clients are expecting to be touched and have a staff member close to their body, but it doesn’t mean they are comfortable with it.

In other everyday environments, our spatial boundaries are usually much larger. Close contact is often only accepted from close friends, family or loved ones.  

As you are working closely with your clients, whether it be hair, face or body treatments, their spatial boundaries should always be respected. 

Watch your client’s body language to get clues as to whether they are comfortable or not. Tell your client what you are going to do beforehand and always ask permission to start treatment in intimate areas.

Showing respect for your client’s boundaries can help to create a more comfortable experience for your clients.  Always record anything you notice that makes your client uncomfortable on their fully customisable Konnect client card

However, there is a distinct advantage to working in such close contact with your clients. Have you ever noticed how quickly your clients open up to you about their private lives? You are in a unique position, as studies show the intimacy of your salon work builds a closer and more trusting relationship than any other business. 

Mirroring

Two woman mirroring each other in conversation

 

Mirroring is a subtle yet effective way to build great rapport with your clients. When conducting a consultation, make sure you sit opposite your client and give them your full attention.

Mirroring is a discreet reflection of your client’s speech pattern, gestures or energy levels. By mirroring your client’s posture in an unobvious way, you instantly communicate empathy and understanding.  

According to Forbes, mirroring during a conversation results in a feeling of connection and increases your likeability. You can also tell if a client is responding positively to your suggestions as they will unconsciously mirror your body language. 

Mirroring is shown to encourage a more comfortable conversation and helps your clients to open up more, helping you to understand what they want.

Mirroring is also a fantastic tool to use with your staff also as communicating empathy will ensure a more collaborative and cohesive team. Watch this quick video to learn more about how to use mirroring in your salon.

Conclusion.

The simple act of being aware of body language can help to build strong and authentic relationships with your clients. 

Taking note of how you are presenting yourself via postures, gestures, or facial expressions during conversations with your clients and staff can result in the portrayal of a more genuine and empathetic attitude. 

On the other hand, watching more carefully for non-verbal cues from your clients can help you decipher how they are feeling. 

Mirroring is also a great tool to use during consultations with clients to show your understanding and to encourage your clients to open up. 

Finally, as creating a stellar salon client experience is at the heart of building loyalty, using these techniques will ultimately lead to improved growth and revenue in your salon.

At Konnect, we love to educate our clients on how to improve their salon business in every way possible. If you have a particular topic you would like to learn about, feel free to comment below with your suggestion.

Konnect has all the tools you need to help you manage your salon from client notes to loyalty programs and much, much more.

Konnect provides you with the simple, easy-to-use tools to successfully run day-to-day operations in your salon.

Not using Konnect Spa and Salon Software?  Sign up for a free demonstration today.

Jump on board and let us help you take your business to new heights.
Konnect Spa and Salon Software – the simple, affordable key to making your business brilliant.

 

A man writing "Salon Client Retention" on a page.

The Top 10 Strategies to Boost Salon Client Retention.

/0 Comments/in /by

Salon Client retention is essential to ensure growth in your salon business. Competition for your salon clients is fierce. So, the key to keeping your salon a viable and healthy business is not only by maintaining but increasing your salon client retention rate.

By following the top 10 salon client retention strategies discussed below, you will boost your salon client retention rate and ensure an increase in business growth.

What is Salon Client Retention?

Salon client retention is the continuance of a long-term relationship between you and your client.

Your salon client retention rate is the percentage of clients who remain loyal to your business and continue to purchase services or products during a set period. Client retention numbers are reduced by the number of clients who don’t return during this same time frame, often referred to as churn rate.

Why is Salon Client Retention so Important?

A page with the word "Why?"

Your business relies on a regular income from your clients, which is why salon client retention is vital to the long term health of your business.

Client loyalty is a key component to ensuring client retention. A high client retention rate is a sign that you are taking care of your clients consistently and meeting their needs.

But don’t take my word for it! Here are a few statistics to show you why salon client retention is so important;

  • A 5% increase in client retention can lead to an increase in profits from 25-95%.
  • A 2% increase in client retention is the equivalent to cutting costs by 10%
  • 80% of future profits come from just 20% of your existing clients.
  • Existing clients are more 50% more likely to try a new service or product than a new client.
  • An existing client will spend, on average, 31% more than a new client.
  • Loyal clients are more likely to refer new clients to your salon, and these clients are 16% more valuable than a new non-referred client.

Get the picture? Your existing clients are worth their weight in gold and should be treated as such.

Read on to learn how to improve your salon client retention rate.

The Top 10 Strategies to Boost Salon Client Retention.

 

A salon Team with a sign "The top 10 Strategies".

Provide Exceptional Client Consultations.

To ensure the best outcome for your client, you must provide an exceptional client consultation. Most salon owners think they provide a great consultation, but they often lack consistency in this area. A thorough consultation should accompany every service.

You must be on the same page as your client to avoid poor outcomes. You may perform the best service, treatment or style, but if it isn’t what your client wants, then it’s not a great result, regardless of how great a job you think you have done. Moreover, poor results are sure to reduce your client retention rate.

So, you must take the time to review your clients’ expectations at each appointment. Consultations may seem time-consuming but will pay off when your client is happy. And happy clients return!

Furthermore, happy clients won’t hesitate to refer friends and family.

 

A salon client consultation

Teamwork Makes the Dream Work.

Without a reliable team who are all on the same page, chances are, your business will suffer. It’s essential to educate your staff about client retention to ensure they know all the strategies you will be implementing.

Encouraging teamwork in a salon is a positive and effective way to provide a stimulating and fun work environment. Remember the mantra, your staff work with you, not for you. Treat your team with kindness and respect while remaining firm regarding your expectations.

Proactively encouraging a positive workplace culture helps to keep staff wanting to perform at their best. Providing a little incentive is also a useful tool to have up your sleeve.

Incentivising your staff can help to stimulate more interest in meeting your salon business goals. There are numerous ways of incentivising staff, but you must find an option that is right for your team and budget.

 

A team of salon staff bonding

Here are a few ideas to consider when staff reach a goal;

Commissions.

  • Bonuses.
  • Key performance indicators
  • Competitions and prizes.
  • Try a gamification app.
  • Offer movie tickets or a mystery gift.
  • Provide a free service or product in your salon.

Konnect has all the tools you need to track the performance of your staff members. You can search your database for each staff member and pull up records for numbers on individual sales, client numbers, client retention rates, number of no-shows and attendance records. To learn more on our reporting tools, click here.

Regular Client Engagement.

A woman receiving a salon SMS

Client engagement is a great way to keep your business on your clients’ mind. There is a multitude of ways that you can engage with your client without being invasive or annoying. Regular client engagement, done right can make your clients feel special and improves loyalty.

Here are a few ways to increase engagement;

  • Send birthday messages with a discount code
  • Send a thank you text after each visit
  • Send a regular newsletter with upcoming specials or events
  • Entice former clients back with a return discount
  • Send holiday or special occasion package deals

Client engagement is a cheap but very effective way to build upon relationships with your clients.

Keep your correspondence light and in-line with your brand. Every interaction counts, so think about these engagement tactics carefully to reap the rewards.

Provide VIP Treatment.

VIP letters in lights.

The salon customer experience must be consistent and of a high standard. Clients often come to a salon expecting to be pampered and to unwind from their day to day monotony.

Many salon owners or staff make the mistake of providing a stellar client experience for the first time client but don’t continue this special treatment at subsequent visits.

Consistently excellent customer service and outcomes are vital to ensure client retention numbers increase.

Let me back this up with some pretty revealing statistics;

According to a study on why customers leave a business, 14% did not return due to dissatisfaction in the service, whereas, 69% did not return because they felt like the staff did not care about them.

69% is a pretty significant percentage, and it shows just how important excellent customer service is to maintaining client retention.

So roll out the red carpet for each and every client. Treat them all like VIPs, or they are sure to go to your competitors.

Look out for my next blog on how to provide the best salon client experience.

Ask for feedback.

A sign with "Feedback" and feedback icons.

You don’t know what you don’t know. Therefore, knowledge is power!

If you know where you are falling short in your customer service or treatment outcomes, you have a chance to improve. But, the only way you can find this out, is by asking your clients.

You may like to send a “thank you for your business” text with a short rating system. However, most clients will feel awkward giving negative feedback, even if it is truthful. A good way around this is to have an anonymous feedback option on your website to gather client insights. You may also like to give out client feedback forms and ask your clients to send them back anonymously.

This type of information is extremely valuable, so take these criticisms as sources of learning for you and your staff. After all, keeping your clients happy is one more step to improving your salon client retention rate.

Start a Loyalty program.

A salon with a hairdresser and client.

Salon loyalty programs are a great way to incentivise your clients to keep coming back. Everybody likes something for nothing. You do! I do! We all do! It’s human nature to feel pleasantly surprised and more valued when we receive a gift or discount from a business. Loyalty programs are one of the best ways to cement loyalty and in turn, increase salon client retention.

In fact, 81% of clients say a loyalty program encourages them to continue going to the same business. Furthermore, clients will even spend more to unlock more rewards.

Konnect has an easy to use loyalty points program that takes all the hard work out of managing such a program. Take a look at our article, The Benefits of a Successful Loyalty Program, to learn more about how to go about implementing a salon loyalty program.

Make use of this great Konnect feature to increase your client retention.

Package Deals.

A cosmetic clinic - rebooking.

Want to guarantee repeat visits from your clients? Then package deals are your answer!

Package deals are a great way to keep clients coming back and allows you to work on making great relationships with your clients.

In combination with a loyalty program, you can’t go wrong. But wait! There is something you must remember here, and that is consistency! This is your chance to show your client how every visit is as good as the last. If your standards slip at each subsequent visit, your clients will go elsewhere.

Remember the previous statistic? 69% of customers left a business because they felt like the staff didn’t care about them. So always keep this in mind at each and every visit.

Use these visits to educate your clients and promote take-home products while you are at it. Always recommend products that you are confident will benefit your client to build trust. Building trust is essential to improving client retention.

Always Re-book and Pre-book.

Nail salon client and employee.

 

One of the most overlooked strategies to maintain and increase client retention is to always re-book and pre-book your clients. Try to make sure every client does not leave your salon without re-booking their next appointment.

Teach your staff to plant the seed of re-booking during treatment. Educate your clients on the importance of maintaining the results of their treatments with repeat visits. Also, always ask your client to re-book before taking payment at the point of sale, as this tactic has a higher re-booking success rate.

Pre-booking is taking bookings in advance. Pre-booking works well in conjunction with selling package deals but can also be work very well in the lead up to Christmas.

Think ahead for your client and show you care by pre-booking from September on, to guarantee they have an appointment before Christmas. Explain to your client that if they want to look fresh for Christmas, they need to book ahead to avoid disappointment. This technique encourages pre-booking and helps to improve salon client retention.

Be Consistently Consistent.

A sign on a cork board "Consistency is Key"

Now I know I have mentioned this before, but it is worthwhile repeating to make sure you take consistency seriously. The key to success is consistency! Small efforts repeated day in and day out will lead to the growth and success of your business.

Consistency in your work ethic and customer service improves client trust, loyalty and retention. Why? Because your clients want predicable and reliable service and treatment outcomes. Even if you are having a bad day, it is essential to keep your work attitude positive. Always treat your clients with respect and kindness, even when they are downright annoying. Deal with complaints calmly and politely. Always make eye contact with your clients and greet everyone with a smile. Addressing your clients by name is also essential.

You can be sure that consistent action creates consistent results. Consistency is the backbone of a successful business with a high client retention rate.

Measure your Results.

A woman looking at a good salon report.

Implementing the above strategies are a great way to increase your salon client retention. But, how do you know if all this extra effort is paying off? As I said before “Knowledge is Power!” Set a quarterly time frame and track all the numbers since the implementation of your new strategies.

Konnect makes this super easy. You can search your database for any information you wish. Bring up client retention numbers. Have they improved in the last quarter? If so, why? Is your new loyalty program making an impact? Are you selling more package deals? Have your pre-booking rates increased?

These are all areas you can track and compare easily with Konnects fantastic reporting capabilities.

Furthermore, as your Konnect database is accessible anywhere, anytime, you can do this research in your own time. Kick back at home with a coffee as Konnect comes with convenient mobile access.

Conclusion.

Salon client retention is a key indicator of the health of your salon business. A high client retention rate indicates you are doing a great job, whereas a low number can mean you need to lift your game.

The statistics given in this article are proof that any increase in client retention results in the growth of your salon business.

Striving to provide the best customer service and treatment outcomes with consistency, is your key to success.

Konnect has all the tools you need to help you reach these new heights by boosting salon client retention.

Konnect provides you with the simple, easy-to-use tools to successfully run day-to-day operations in your salon.

Not using Konnect Spa and Salon Software?  Sign up for a free demonstration today.

Jump on board and let us help you take your business to new heights.
Konnect Spa and Salon Software – the simple, affordable key to making your business brilliant.