Great customer relationships might take time to establish, but can be ruined in seconds, especially when salon operators say the wrong things. Here are a few examples of all-too-common phrases that should be avoided … and what should be said instead.
Don’t say, “All sales are final!”
Once a product is sold, the last thing a salon pro wants is to have the item returned. However, it’s our job to satisfy our clientele, and product returns are a reality of retailing. This is why it’s so important to communicate with and listen carefully to customers, so we can recommend the correct tanning products to fill their needs. Not only will this reduce product returns, it also helps build loyal customer relationships.
Instead, say, “I understand you’re not happy with this product, so let’s find a better, more appropriate one for your needs.”
Don’t say, “I don’t know.”
Customers don’t expect salon staff to know everything; however, they do expect them to be able to answer questions in a timely fashion.
Say this, instead: “That’s a good question. Let me find out for you.”
Don’t say, “We’re closed.”
At the end of the day, the last thing staff wants to do is allow customers to tan after hours. Before turning away a potential new customer or sale, consider the hours of operation you’ve posted on the salon’s front door. If this is becoming an issue, change the end-of-day time to display final tanning appointment times, or re-think your hours of operation to better accommodate your clientele.
Do say, “Hi! How can I help you?”
Don’t say, “How long would you like to tan today?”
As salon professionals, we never want to invite clients to dictate their tanning session times. It is the responsibility of you and your staff to assess every tanner’s skin type by asking the appropriate qualifying questions in order to recommend each exposure time.
Consistently utilizing appropriate & positive language is one of the keys to solid customer service … which is something we all want to provide!
Say this, instead: “Let’s assess your skin type to determine your appropriate tanning time.”
As you can see, what you say can sometimes mean the difference between being professional and sounding like an amateur. It also can be in how you say it, so please remember to watch your tone with clients. The last thing you want to do is appear rude or inept. Training your team to use scripted questions and responses will eliminate miscommunication with clients. Consistently utilizing appropriate and positive language is one of the keys to solid customer service … which is something we all want to provide!
