How to Improve Customer Service in Your Salon

Award-winning salon owner and founder of the Sean Hanna Business Consultancy, Sean Hanna, shares his insights on how to elevate client service to new heights. Follow these five key strategies to enhance your client service for improved retention and loyalty.

Exceptional customer service is more than just a nicety—it's a crucial element that can determine the success and growth of your business. Building strong relationships with clients, implementing efficient salon systems, and fostering a positive workplace culture are all integral to creating a loyal client base that will keep coming back. By focusing on these key areas, you can elevate your client service and set your beauty business on the path to sustained growth and success.

1. Cultivate strong stylist/client relationships

You and your team are your biggest assets when it comes to offering excellent client service and cultivating a loyal and regular client base.

Clients need to feel valued and not taken for granted, and it’s important to offer a service that is friendly, but also professional. Regularly discussing future hair plans with clients helps maintain a professional relationship while showing a genuine interest in them and their happiness. However, it’s crucial to avoid treating clients purely as friends, as this can undermine the professional aspect of the relationship and lead to appointments that are more about catching up as friends rather than focusing on their hair needs. This is a sure-fire way to lose a long-term client.

2. Implement efficient salon systems

The efficiency of salon operations significantly impacts client satisfaction and return visits. Don’t ignore the basics such as cleanliness, a well-organised reception team, and effective follow-up marketing. These elements create a seamless and enjoyable experience for clients, which will help encourage return visits and long-term loyalty. Don’t drop the ball when it comes to these basics — regular training and evaluation of these systems will help maintain high standards and keep staff motivated.

3. Personalise your marketing

Using software for appointment reminders and marketing can form an effective part of client service, but don’t let it become too formulaic — it needs to feel personalised. Avoid generic messages and tailor communications to each client’s preferences and history with the salon. This approach makes clients feel recognised and appreciated and more likely to return.

4. Create a positive workplace culture

Recognising the vital role played by your team in providing excellent client service is one thing, but you also need to ensure your team members know they are valued and that they are motivated and happy in their work. Teams need clear focus and direction. Recognising staff efforts, providing development opportunities, and generally treating employees well will set the foundation for a motivated team. A content team creates a welcoming and positive atmosphere, which directly impacts on the client experience.

5. Integrate retail into the client service

Educating clients on the best products for their hair as part of their salon journey is crucial — you’re not doing your job as a hair professional if you don’t do this. Stylists should be effective educators, providing expert advice on haircare and the products to use. Creating an inviting retail space with clearly priced and accessible products also encourages clients to buy directly from the salon.