At the end of the day, the salon customer experience really is king. The better an impression you make on your new clients, the more likely they’ll come marching back through your door when it’s time for another tune-up.
That doesn’t mean it’s easy. There’s a lot that goes into making every first consultation a success. Incorporate these four salon customer service secrets into your first-time treatments today and watch your customers lining up for another appointment.
More customers. Increased client loyalty. Easy, on-the-go salon management. Partner with Treatwell today and grow your business by 44% in a year. Learn more.
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1 Give advice, talk details, show photos
Your customers might be coming to you because they've got something specific in mind, but they're often also looking for some impartial, expert advice on what works and what doesn't, when it comes to their personal needs.
Make sure you're answering their questions honestly and giving your professional opinion. If they seem keen on a treatment that's unlikely to work for them, let them know politely (and tell them why), and offer an alternative.
Showing pictures can also help your more ever-so-slightly-undecided clients choose what they want. It'll help make sure you're speaking in the same language – you'll be able to show them exactly what a 'couple of inches' or a specific colour actually looks like in practice. Be sure to explain exactly what the treatment is, how long the results should last and how to maintain it.
The more you help them, the more likely they are to come back for another booking in the future. That's a loyal customer, coming your way.
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2 Watch your (body) language
Visitng a new salon for the first time can be a little intimidating for your new customers. After all, as far as they're concerned at this point, they're taking a bet on you. So, it's your job to put them at ease.
It might sound basic but eye contact is a powerful everyday tool, and essential for a number of situations. When used in a salon, it helps to make your client feel welcome, and heard. Instead of standing over them, sit down and have a chat at eye-level – it'll really build that personal relationship. Make sure your arms are unfolded and try to tailor your language to their level knowledge.
If it's their first time trying a treatment and aren't too sure about the specifics, they're unlikely to know much of the lingo so you can be as basic as possible without being condescending. If they're a seasoned veteran, then feel free to go ahead and talk more specifics.
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3 Be personable and never assume
It's also just as important to listen carefully and take on board their feedback – whether you've worked with someone for five minutes or five years. While they may have always gone for the same classic pedicure or cut and blow dry as long as you've known them, people change.
Successful relationships are built on trust and respect (and the occasional breakfast in bed). The same goes for your business. Use your client's name, ask questions, and remember all-important little details.
Make discrete notes if you have to – the more you learn about them, the easier it'll be to recommend treatments you know they'll like in the future (and building a level of trust and affection is one of the most important factors in turning a one-off customer into a regular.)
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4 Streamline the whole experience
The perfect salon customer experience isn't just about what happens in the salon – it's everything, from how your clients book (and when) to walking out feeling fantastic.
With Treatwell, you've got all the tools you need to really take their experience to the next level.
Let them book through your social media profiles. (Or your website. Or straight through Google. Or with the Treatwell app.) Put the choice in their hands. Plus, did you know that 45% of beauty bookings are made outside of normal salon opening hours? Never miss out again, by letting your clients book you how they want, when they want.
Find out more about what a Treatwell partnership could mean for your business today.
FAQs
How can you get expert advice for your first salon visit?
You can ask for honest, impartial advice tailored to your personal needs at your first appointment. Professionals are ready to offer recommendations, show photos of treatments, and explain what works best for you. This approach helps build trust and improves your overall experience.
What makes the salon experience less intimidating for first-time visitors?
A salon visit feels more welcoming when staff use friendly body language and sit at eye-level while chatting. Direct eye contact and clear communication, adapted to your level of knowledge, help put you at ease. These small touches make it easier to connect during your appointment.
Why is listening to your feedback important at the salon?
Listening to your feedback helps build a relationship based on trust and respect. Even if you’ve booked the same treatment before, staff pay attention to your needs and remember details. This makes future recommendations more relevant to you and encourages loyalty.
How can you book a salon appointment outside opening hours?
You can book through social media, the salon website, Google, or the Treatwell app at any time. In fact, 45% of beauty bookings happen outside normal salon opening hours, so you have the flexibility to choose what works best for your schedule.
What helps you choose the right salon treatment?
Seeing photos and asking questions let you compare possible styles or colours before deciding. Staff explain what a treatment involves, how long results last, and how to look after them. This ensures you and your stylist are on the same page for the best outcome.