It’s the month of love, and regardless of your romantic relationship status, there’s a large group of people who want and deserve your affection. Who are they? Your customers!
All year, your salon guests show you love by purchasing your services and products, attending your events and sending their friends, family members and co-workers to see you. But, what have you done for them lately?
We’re all in the relational business of customer service, and while we may forget it, without our customers, we’d be serving up a whole-lotta-nothin’ – so, their happiness matters! All relationships need nurturing, and what better way to say “I love you” than providing your guests with the best? Here are four ways you can show your love and adoration all year long!
Show Appreciation
You can, and should say “thank you” multiple times a day, but like your mama always said, “actions speak louder than words!” How do you show them your appreciation? Send your loyal patrons a handwritten thank-you note with a coupon for 10% off a product of their choice. Got new samples? Set some aside for your VIP clients and brand new guests, as well. If you’re running a special on a specific service and you know there are a handful of clients who love it, call them specifically just to let them know. Going out of your way to show them you care will speak volumes.
Value Loyalty
When you offer perks to your faithful customers, it makes them even more loyal to your business. For example, create a frequent buyer card that allows your guests to earn points when they purchase products or a specific service. Treat them like the kings and queens they are by rewarding them for regular visits.
Because it’s a New Year, you may have just recently, or may be planning to raise your prices. Another way to show them how much they mean to you: grandfather them. If they’ve been paying the same monthly membership fee for years, keep them at that rate. This doesn’t mean you can’t raise prices, it simply means any new clients will pay higher rates while you keep the regulars happy.
Watch Your (word of) Mouth
We love referrals – they mean we did something right and a guest shared a positive opinion of our business. However, this can go both ways. If your front desk staff comes off as rude, or fails to tend to a guest and takes no action on behalf of your business, it’s completely possible (and likely) your guest will spread the word. I get it, sometimes complaints aren’t valid; but sometimes, they are. It’s important to set emotions aside and place your focus on service.
Positive reviews about your business on the Internet do go a long way. If you want your customers to engage with your business a little more on social media, engage with them! Like their posts, leave encouraging comments and host contests in which they must share your posts to win. They will return the favor!
Lastly, be happy! When you and your team are upbeat, positive and smiling, it changes the atmosphere of your business. Putting a smile on while you are speaking with a customer over the phone can make their calls to you more pleasant and more effective.
As cheesy as it sounds, get personal. Share stories, laughs and positivity with your guests. They already love the services you offer, but making it about the relationship will make them fall in love with your business and your team. Spread the love and it will come back tenfold.
