As clients make their way back to salon chairs across the United States, all are in want of some much-needed pampering and primping.
After a stressful and uncertain first half of 2020, clients are longing for some carefree “me time” with impeccable customer service at the forefront. Tony Odisho, owner of Exsalonce Salon, shared his tips for adapting your salon’s customer service to the new normal.
Odisho said, “I’ve noticed that many stylists are distracted by the changes they have made to their daily routine. Their routine now is to focus on the service and get the client in-and-out as quickly as possible, so they have time to clean between appointments. The problem with this mindset is that it leaves no room to create a comfortable and exceptional environment and experience for guests, and this can have long-term effects on business.”
3 Tips for Customer Service Amid a Pandemic
- Odisho shared that each Exsalonce Salon stylist is expected to practice the Exsalonce Experience Ritual, which includes seven steps that are essential to the experience we create for every single customer who walks into our door. These steps include a thorough consultation, a shampoo ritual, a stress-relieving ritual, a service ritual, finishing touches, saving the date for next appointment and a “goodbye for now but see you soon” moment. Create your own ritual for your location and ensure stylists adhere to it.
- According to Odisho, tracking and accountability are key, and his salon uses two methods of reinforcement. Exsalonce Salon created a chart that allows each stylist to track their benchmarks. Before the completion of each shift, they are required to fill out the chart for that day and have management sign off on it. The salon staff also holds a weekly meeting every Saturday morning to go over everyone’s numbers and determine whether they achieved their goals for the week. Doing so holds stylists accountable and can recognize those doing an amazing job or provide training to those that may need help and motivates the group to work harder in the coming weeks.
- Odisho concluded by urging the use of social media or a blog on your website to let clients know what you are doing to keep the location clean, sanitized and safe so they’ll feel confident about coming in for services. Then, once they are in your chair, make sure they feel special and that coming in was worth it. Never shortchange the experience. They will not only go home happy and excited, but they will also come back. Remember, we are all in this together and we will get through it.
