The key to a successful salon is its loyal client base which just keeps coming back for more. There are a number of ways to attract repeat customers and they will be influenced by the level of service given amongst other things. 

Excellent customer service

Customer service is a great way to build relationships with our clients. By simply listening to someone sitting in your chair you can learn a lot about their needs and preferences. Whilst this does make your job easier, it also results in the customer feeling cared for and valued. 

In a recent survey of beauty consumers, 41% of customers stated that they seek value in a service from someone with a warm personality. This goes to show how important excellent customer service is. 

Quality and expertise

Quality staff can be hard to find so when you do they will have a massive impact on your business. The same goes for the products and services that you provide. When 57% of people would leave a positive review if they were happy with the results of a treatment, investing in quality products is a must.

Elements such as enhancing treatments with hair toner or recommending care products or regimes can help in the overall quality of service. If you know what you are talking about your clients will trust you and keep coming back. 

Personalised experience

Offering a unique and personalised experience really helps a client to feel comfortable trusting you with their body. You could consider offering an initial consultation appointment which will allow the client to explain what they are wanting and start building some rapport. 

If a consultation isn’t appropriate for your service, keeping a customer’s treatment record on hand means that whenever you see them you can reference the previous treatments and see if they are happy with a previous service. 

Complimentary extras

Being able to offer complimentary extras is a good way of staying in good standing with your clients. Having magazines on offer in the waiting room can help pass the time on those days you may run late and helps keep customers happy. Similarly, if they are going to be sitting in your chair for a while, offering them a drink and a biscuit will always go down well. When asked, 27% of people would leave positive reviews if offered a drink or magazine. 

Feedback and reviews

Looking through reviews for your business online can be a daunting prospect but there is something to learn from both positive and negative reviews. 

Negative reviews can provide a place to learn. Whether it is the way a service was delivered or the results, you can always learn from what a customer says. You may decide to work on your communication with customers or change products to create a better experience. 

It can often feel like there are only negative reviews, but this may be because only 30% of Brits will leave a review if they believe their overall experience was good. 

Keeping repeat customers coming through your salon doors is key to being successful and there are many ways you can encourage this. From complimentary drinks, listening to feedback and using quality products and experienced staff, the factors mentioned above will leave your customers with a positive impression of your business.