Customer Service |Service with a smile

In hairdressing, customers see the salon as a place to escape, and in order to create this atmosphere, staff must be motivated and ready to promote your business in the right way. At Hatstand Nelly, we follow these five golden rules to make sure service is always delivered with a smile.

HSN 2899 F4 Final Pro

Treat your team like clients: It’s important for management to make their staff feel part of the experience, and to express this to customers.  If the team believe in your company, this will be evident in their working attitude.  Ongoing training ensures that all staff are upskilled to a level where customers can ask for an appointment and are happy to have any member of staff do their hair.  When our percentage of ‘transients’ (those flexible to go to any stylist) is up, you know you are doing something right.

From staff room to stage: Working on the shop floor, staff should approach the situation like a performance on a stage.  This can be applied to any business; no matter how bad a day it is, or how busy it is, each customer is investing time and money in your business, and they expect the highest level of service from the professionals.

Catwalk creation to creative styling: As trends continue to change, knowledge is key.  Staff should be up to date on the latest trends and offer a creative twist for their clients.  To stimulate creativity – and some healthy competition – staff should create mood boards to present to their peers and go forward with new, on-trend ideas.

Are you off on holiday this year?: In this industry, customers don’t want to be asked where they are going on holiday or if they are going out tonight, as they were probably asked at their last cut and blow dry.  A well rounded team with different characters should be ready to keep a conversation going throughout the customer’s visit – or judge the situation should they want to relax with a magazine.

Until next time…: We’re all looking for brand loyalty and repeat custom from our clientele, but to ensure this, small businesses must do their bit to beat off competitors.  Going the extra mile to give after care advice on their hair style, or how to manage that look in between salon visits help to bridge the gap until the customer is back through the door again asking for milk and sugar in their tea.