What creates a loyal client?
Do you ever wonder what clients are saying behind your back?
Do you struggle with a low percentage of retention?
Have you ever done a great job on someones hair and they didn't come back?
I recently had a new client in my chair. She started singing like a canary as to why she was looking for a new stylist... again. After talking with her, I decided to ask other clients about their past experiences with other stylists. I asked the biggest question, why did you stop going to them?
Here are the main reasons clients leave your chair:
As you know, I am a Salon Industry Coach, and this was a strong confirmation of what I teach and lecture on.
How to combat these complaints:
And on a side note: We all know our clients have personal stuff going on before they even hit our chair. We are not only making them look good but most importantly we are helping them FEEL good. You achieve that, and you'll have yourself a loyal client.
Quick story about one of mine.
She was a walk-in, heavy highlight, blonde dependent. You know the type. While I was doing the service, she was picking her nails, talked the whole time about life and the stresses, super fidgety. I chimed in when I could with my "what would Oprah or Tony say to help this woman" She leaves happy and we rebook her for 7 weeks.
She comes back for her next appointment all excited, a totally different woman. She says to me " you are never gonna believe my life since I saw you last" She then goes on to say, "I quit my job, I start a new job next week and I got a personal trainer and lost 7 pounds" She then thanks me, and gives me all the credit for these joyful things happening in her life. She said I inspired her to make these changes.
Honestly I was surprised about her transformation coming from our conversation, I didn't remember saying anything that special to her. I think I mostly listened and encouraged.
This is an example of what clients come in for, transformation on the inside. They want to look good and feel good.
I invite you to practice these habits.
In this industry, it's all about trust and building relationships. Always think about the relationships and end results. Our behaviors and habits will dictate our success, or our sabotage. You decide which will it be.