Name Calling

As Business Coaches to the Hairdressing Industry, we visit lots of different salons for hair cuts and blow drys. This isn't so great if you're trying to grow out your layers, but it does give us a fantastic 'Mystery Shopper' advantage. We're able, therefore, to get a greater understanding as to what sort of Client Service some of the prestigeous and high profile salons are offering, over and above a fabulous cut and colour.

As a Salon owner, you understand the importance of adding value to your Client's experience.  Your New Client retention rate reflects how your new Clients feel, not only about their hair, but the whole Salon experience. A lot will depend on how valued your Client feels.  There are many ways to achieve this, but I want to focus here on using people's names.

Recently I visited a very high profile Salon in London........

.....which shall remain nameless.  On the two occasions that I've visited the Salon no-one has EVER  addressed me by name.  I've only ever been referred to as 'John's Client'.  This may seem petty, but when a client is paying top prices, (or indeed any price), they expect to be greeted and acknowledged by name. It's simple and it makes a big differences. All your staff need to understand the importance of this, and there should be a system in place to ensure it happens - especially for your New Clients.

Tomorrow I'm going to Trevor Sorbie in Covent Garden.  I've just received a text from them which says "Dear Amanda we look forward to seeing you at Trevor Sorbie for your appointment....." 

Not "Dear Client......"  but "Dear Amanda...."  What a difference.