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How to build good client relationships

This week marks ‘Get to Know Your Customer Week’ and when clients are the foundation of your business, it is essential to build good relationships with them. Whether this is creating a relaxing environment, a careful client consultation, or a personal greeting – it seems like a little gesture goes a long way. We chatted to industry professionals about their approaches on creating good client relationships….

Lea Shaw

Lea Shaw’s Approach

Rural Fringe will always go above and beyond for our clients – actively ensuring that every client who walks through our doors is treated with professionalism, respect and honesty. We want to make them feel as comfortable as possible, welcoming them into a tranquil environment in which they can relax and let us do the work. In comparison to the usual technology or magazine that clients use to entertain themselves, we believe this time should be used to relax and read, draw, or chat. It’s very normal in our salon to have all the clients and stylists in one conversation – which creates a lovely atmosphere between everyone. We have playlists that are tailored to each day of the week – Tuesday and Wednesday tends to be more relaxing music, whilst Saturday is more upbeat and livelier. We also offer quiet appointments and private appointments in a private room up stairs for clients with sensitive issues or religious reasons – we are the only salon locally that offers this service, and we understand how much of a relief this can be for some clients.

 

Brian ‘Leo’ McCallum’s Approach

At ROAR, we create a luxurious, inclusive sanctuary for all. As an LGBTQA+ owned business, we prioritise making everyone feel welcomed and respected. Our thoughtful design eliminates barriers like reception desks, replacing them with personal greetings and dedicated guest sections. We employ a guest experience manager for weekly client care calls, ensuring continuous improvement and connection. The ROAR experience transcends physical transformation, focusing on emotional connections and lasting impact. We streamline the checkout process with iPads, allowing clients to settle bills and book future appointments from their styling chair, enhancing comfort and convenience.

Safy Burton

Safy B’s Approach

At Safy B’s, We teach all our stylists that the key to success on the salon floor is building strong relationships with the salon clients. Each client is unique, and our core principle is to deliver the highest standard of service with tailored touches that make every experience special. This might include treats for birthdays and special occasions to make our clients feel loved and taking the time to listen to their wishes with our signature Safy B’s consultations. This helps us build trust and relationships from the start, allowing us to continue nurturing our relationship through the years.

Ashley Gamble

Ashley Gamble’s Approach

I prioritise the consultation process, creating a relaxing environment where clients feel heard and understood. For new clients, I acknowledge past experiences and any apprehensions, offering tailored suggestions and taking gradual steps towards their desired look. I consider each client’s lifestyle, recommending suitable products for hair health and perfect styling. Throughout the process, I build rapport and instil confidence in my skills. Our computer system identifies overdue appointments, prompting timely follow-ups. Our app facilitates appointment management and updates on new offerings. By fostering a positive atmosphere and maintaining social media connections, I cultivate a loyal clientele excited about our collaborative transformations.

Linda Stewart

Linda Stewart, Co-Owner of Rainbow Room International with Alan Stewart

At Rainbow Room International it’s of prime importance to us that we build meaningful, long-lasting relationships with our clients. We want our clients to trust us and become loyal clients that wouldn’t think about going to any other salon. One initiative we implemented across all our eleven salons was a 10-step consultation process, which we have now had in place for over 30 years. We have always recognised that communication is everything and laying out a process helps the stylists to keep on track and get as much information from the client to then design the correct hairstyle for them. We also always have had a focus on the full-service visit and all our stylists are trained in both cutting and colouring and every trained stylist must complete their Masters colour degree. Introducing colour through consultation to the clients on their first visit (if they have not booked in for colour) is a way of suggesting what they may have on future visits. We also do a porosity and elasticity test on the hair to determine the correct products for their hair and a home hair care regime. The results are that we have a high percentage of clients who have colour and treatments and this in turn increases the loyalty of the clientele. The ten step consultation process allows us to really listen to our clients, discuss any hair concerns they may have and understand their hair goals in great detail to be able to provide them with the best service possible during every single visit.

For more of the latest industry news click here

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