Why customer service is the lifeline to your beauty business

Customer satisfaction survey checkbox with poor symbol tick

One question for you. When a potential client walks into your establishment, what is their FIRST experience as they enter the front door: good, fair, or poor?

I was talking to a young lady the other day about an experience she, her mother, and her mother-in-law had at a local salon recently. It was quite disturbing to me and I felt the need to address this in today’s post.

Her Story:

My mother and mother-in-law were visiting my family from out of town. After a few days of being here, they both felt like getting their hair done. My regular salon was not near my home, so we decided to try a salon close by my area.

We walked into one salon in a nearby plaza. Upon entering, we saw three young ladies working with customers. When my family and I came through the door, every stylist stopped what they were doing and stared at us. There was no greeting or smiles, nothing but stares.

After an awkward amount of time had passed, one stylist finally spoke up and said “do you have an appointment, in a rude tone of voice?” I politely said, no, I think we are at the wrong location. We left.

In disbelief of such harsh treatment, we decided to try another salon in a different plaza. When we entered the front door the lady greeted us with a big smile while saying, welcome, Happy New Year!

She accepted us into her establishment with open arms. She let us know that she could service us although there were other clients being serviced. We had to wait a short amount of time but our overall experience was fantastic and it all started at the front entrance.

Now, as a service provider myself, hearing this story made me cringe. Not only was the behavior of the ladies at the first salon unacceptable, but simply greeting a customer in a friendly manner is business 101. Even if you have no availability to service a potential client, a friendly greeting should have been expressed.

I myself was guilty of this same behavior in my early years as a stylist. I didn’t feel the need to speak to customers if they were not scheduled on my book. Fortunately, I worked with a salon owner who addressed this issue with me up front. She let me know ALL customers or anyone else who walked through those doors were to be greeted.

Needless to say, I didn’t like the reprimand, but it was one of the biggest lessons that I learned early on about business. Regardless of who comes through your doors, they are a potential customer and should be treated as such. You never know if that one person could turn out to be one of your best and loyal clients ever! This is one thing that many beauty professionals miss in business. A friendly smile and greeting can put money in your pocket consistently.

Fortunately this story ended on a good note for the ladies and for the friendly stylist at the second salon. She made some extra money that she otherwise may not have gotten, and she potentially has a repeat customer who lives in the area as well as a repeat from the visitors from out of town.

The lesson to be learned here is simple, being kind is never wrong.

Erica is a 20+ year veteran in the beauty industry serving as a licensed Stylist, Instructor, Certified Colorist EricaAkerBeautyMentorEducator and Trichologist. She is passionate about helping Beauty Professionals reach their highest potential in the Beauty Business by attracting awesome loyal clients, charging what you are worth, and finding balance between work and personal time for a happier and more fulfilling life. Erica loves reading, writing and is a bona-fide “forever student always learning”. She resides in a quiet suburb outside Metro Atlanta GA with her husband Fernando

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