Words matter. Words are cheap.
Words are, of course, the most powerful drug used by mankind.
– Rudyard Kipling
Words are also free.
The right salon words cost no more than the wrong ones
Are your salon team using the right words when talking to your clients? Even on a frantic Saturday with the phone never seeming to stop?
Here are three ideas that won’t cost a penny of your salon marketing budget, but will make a whopping difference to how your client feels about your customer service.
1. Salon dunno…
This makes me want to scream. As a salon customer I want to hear, “I don’t know, but I’ll find out for you.”
Whether I’m booking a beauty appointment, or asking a trainee what shampoo is being used on my hair, the “I dunno” (aka “you’re boring me”) response makes me feel I’m an irritating nuisance. Not a valued customer.
There is no shame in not knowing the answer to a question. It’s better to come clean than waffle, or worse, ruin your credibility with a blatantly bogus reply. Admitting that you don’t know but will find out, is not just good salon customer service it also improves your personal credibility. None of us know everything nor can be expected to.
Show your team how to positively deal with these awkward situations and you’ll have a more confident employee, and a happier salon client.
2. Words of appreciation
One of the things I mark salons down for on a mystery shop is being abandoned at the end of my hair or beauty treatment.
I’ve just had a fabulous facial or blow-dry. The service has been attentive and I’m lovin’ the visit. Then, usually because they are running late, I find myself unceremoniously dumped at reception. Talk about down to earth with a bump.
It takes seconds to tell a client you genuinely appreciate their custom. Use my name, offer to answer any questions and check I’m happy with the service. Then thank me for my business.
It costs you nothing. It’s free salon marketing.
3. Enchant your salon client for free
We all know this one. But do we do it? All of the time?
Train your team to greet hair and beauty clients by name, and with a smile, as they walk in the salon door. They will feel warm and valued, and immediately at ease.
Nothing is sweeter than the sound of our own name. WOW customer service starts here.
Words are powerful
I guess you’re thinking “of course, my team always say that…”
But do they really? Take 5 minutes doing some impromptu free research in your salon and find out. Here’s how.
Interested in salon marketing on a shoe-string?
You’ll love our Free Tools library for hair and beauty businesses.