Client Retention

You may know that some clients are more challenging than others. With that said, every client is unique and adds definition to each and every haircut. The challenge is to handle these situations professionally. Sometimes you can’t resolve the problem in one sitting.

When a client arrives to your salon/shop always remember to keep them comfortable and greet them with a smile, good morning, good afternoon, etc. This sets a good portion of the tone for the rest of their experience and visit in the chair. Letting them know you are aware of their presence is a great way for them to sit back and know that you are taking the next step to accommodate them as quickly as possible. If you have a receptionist or host at your salon/shop they can also offer a beverage or any other amnesties you may provide to your clients.

Once you have your client in the chair make sure you are ready to commit to this person 150% while they are in your chair. You can start with making sure they have everything they need to get started. For example, you can ask if they need to utilize the bathroom or if they need a drink or even if you need to hang up their coat or hat. Make sure your client is comfortable and ready to discuss what they want to do.

Having the client in your chair is now an opportunity for you to ask how they have been since the last visit or how the previous hair style worked or didn’t work for them. What products have they been using and what they would like to see different. Once you have established a focal point in what they want to perceive in their hair style you can go on with the next step.

Make sure you have an exact execution plan when tackling the hair style your client has asked you to perform. As you begin to service your client let them know what you are doing and how you’re going make them look great. Let your client know that you are going to get them closer to their goal every time they sit in your chair by allowing you to work on what they envision.

After you have met your client’s goal, make sure you walk them through what you have done. Educate your client and let them know what product they need to maintain their hair style and how important it is to care for their hair. Show them the difference from when they first walked in and how you have improved the way they look. Follow up with a positive remark and how they should book their next appointment to maintain the look you have achieved for them.

Keep in mind that keeping a client happy is not an easy task and that as professional we have to give our clients positive input at all times. Remember that once you have a happy client he or she will keep returning again and again.