Understanding your clients needs can help you better understand how to service your clients and give them a great experience when they come in to see you.
Relating to your clients needs means asking questions and listening to your client in such a way that shows you are understanding what they are looking for during their visit with you.
It can also mean probing a little more into what they are saying to make sure you are clear on what they want.
Sometimes it's easy to get into the "one size fits all" type service for all your clients. However, everyone has different needs.
To give the best client experience you will need to understand each client as an individual.
In this post we will take a look at a few ways you can ensure your clients gets the best experience with you.
1. Ask Questions & Listen Carefully
Before starting your client service ask questions that will tell you why they have come to see you. Ask questions that will tell you exactly what they want, what their issue is, etc. You Should also ask about the kind of work they do, if they have diabetes or any allergies. This information will be important such as when doing a manicure. Listen carefully to them and offer advice as needed. Your client will give you a lot of information if you phrase your questions so they have to give you details and not just a "one word" answer. Do not proceed with your service until all questions are answered and you a positively sure what your client want.
2.Make Sure You and Your Client Agree
After you have an understanding of what the client wants, make sure you and your client agree on the service you will provide. This is a vital step in assuring your customer will be happy with the outcome.
One example of getting to an agreement is by showing your client how much you will trim off their hair and asking if they are ok with it. If they do not approve, they can simply show you what they want. Another way is to have samples of nail designs and hair colors to show your clients and let them show you what color they desire. These visuals ensure that both client and tech are in agreement. What's brownish red to your client, may look more like reddish brown to you. What's a 1/2 inch to your client, may be an inch to you. What may be a daisy with a butterfly to your client, may be a rose and a butterfly to you. Clear this up by showing them a visual.
Keep Good Records
Another good practice is keeping good records of what you do with each client. Chart colors they like and products they've purchased from you. Also note products, services and colors you use on them too. Keeping this information will ensure that every time your client comes in to see you, you know exactly what is going on with them. When you have several clients it will be hard to keep up with each ones beauty needs. These records can help protect you and your client from a bad experience.
Follow Up
Following up with your clients is always a good practice to make sure they are completely satisfied and their needs have been fully met. This shows you are truly concerned and looking out for their best interest. This can be an email or better yet a phone call. Following up also helps you stay connected with your clients, which creates client loyalty. Clients will appreciate the time you to took to make sure they enjoyed their visit with you. So follow up as necessary.
When clients feel and see you are truly helping them, they will pay whatever price you charge, they will follow you wherever you go. Create value in the service you offer by knowing how to relate to your clients needs and delivering the service they came to your salon for. Clients that feel you understand exactly what they want keep coming back to you. Which all means more profits and repeat business for you!
Much Success!
Candace Harrison
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