The customer is king... or queen

In a service-oriented industry there’s really no need to underline the importance of client engagement and crucially client satisfaction. But in a region like the Middle East where word of mouth still holds great sway, and the lure of the latest and seemingly greatest new opening draws in the crowd, attaining and maintaining clients is fundamental to succeeding. So here are a few of our tips for positive customer relations.

 

1. Engage: This begins from the very first moment a client connects with you – whether that’s face to face in the salon or spa, on the telephone or via email or other social media platforms – and ends on completion of their service experience with you. It can involve everything from a warm greeting and checking that the water/room temperature/music is to their liking to making sure that the treatment they are having is in line with their requirements and expectations.
2. Listen: Whether it’s a complaint, compliment or request, listening and also understanding the feedback a customer has for you is essential to not only satisfying the individual customer but also your entire client base.
3. Personalise: For many a spa or salon experience is also about feeling of being pampered, and adding a layer of personalisation to this experience can help to create that pampered mood. Personalisation can come in many shapes and forms, from greeting a client by name and remembering their preferred beverage or favourite nail colour to tailoring an individual beauty programme just for them.
4. Prepare: Something that’s particularly important for your regular clients. And while it can be tricky when your diary consists of back-to-back appointments from opening until closing, checking whom your next client is and reading up on their treatment profile/history can prove key to delivering that personal level of service to them.
5. Be professional: In an industry where customer relationships can sometimes feel akin to friendships, it is however important to retain a level of professionalism. Resolve staff issues/disputes away from clients; keep mobile phones off the salon/spa floor; ensure staff engage with customers rather than one another during treatments and present a property and team that is clean, hygienic and well put together.

 

Got a tip on successful client relationships? Add your comment here…