10 Things That Turn Off Your Clients

Do you know what things are sabotaging your business?

Turn offs are the tiny turn offs that might cause your clients to think about moving to a competitor business.

Often unnoticed by you, the business owner, and certainly not considered by your staff at all, as most of the time they are just “doing their job”

If you stop them and even suggest that what they are doing might be cause for discomfort or annoyance to clients, well, it may or may not be taken in the way it was intended.

This is all under the umbrella of etiquette, being able to ensure that your clients feel well cared for, are in capable hands, and are enjoying the service you provide and your salon environment.

So what are the tiny turn offs?

Each business will be different, so to give you an idea, I have selected what I think are the 10 biggies, what I would hate to know my clients were experiencing in my business.

1. Being kept waiting for an appointment. There are times that for whatever reason appointments run late, and it is the responsibility of the salon to have a policy in place as to how you handle this scenario, so that clients who are following are not inconvenienced.
2. Seeing staff munching on food in between clients. Regular breaks negate the need for staff to eat while on the job, and this should be avoided at all costs. It detracts from the professional appearance you are trying to create. A side effect of this activity is that what they are eating could cause bad breath, which is really offensive to clients.
3. Music that is too loud or of a certain genre that may be offensive to some clients. I know there have been times when I go to the salon and I really want to relax and maybe even get on with some work. Having to compete mentally with loud music and radio stations that I choose not to listen to when at home or in the car can become really annoying and stressful.
4. Coming in for a 9am appointment on time and having to wait for the staff member to finish applying her makeup. Not only does this cause concern to the client that she will be kept waiting, but it shows disrespect for the client and the salon owner by not valuing their time.
5. Dirty bathrooms. This one has no reason or excuse for it, but it does happen and again shows lack of respect for your clients, your business and lack of professionalism in presenting a business that you want clients to feel comfortable coming to.
6. Staff taking personal phone calls while on duty. This is what breaks are for, and a policy on this needs to be enforced. The clients time is valuable and needs to be respected, as does the salon owner who pays for every minute you are on duty.
7. Discussing personal business with your client without her invitation. Again, this is a matter of education, knowing how to create effective and meaningful conversation with your clients that promote and build rapport. Not everyone is interested in what you did over the weekend or your relationship woes. It is important to be professional and respect the reasons why your client has come to you.
8. Lack of enthusiasm or being felt like you are just another client. This can happen for a variety of reasons, the attitude of the staff on the day, how that staff member might feel working in that salon and with the products they use, not being appreciated by the salon owner, or being rushed off her feet, whatever the cause, it needs to be looked at and addressed.
9. Treatment rooms that have not been turned around properly to ensure they look fresh and attractive to the incoming client. This is a timing issue for appointments and one that needs to be built into the overall timing of the service so that each client receives the same standard of presentation, whatever the time of day or busyness of the salon.
10. Feeling like they are being ‘sold to’. A other big topic for training, and how to properly build good rapport and trust with your clients so that they value your advice and recommendations and want to listen and take action.

I could go on here, but I am sure you get the picture.

The thing is, it doesn’t have to continue. Business 4 Beauty addresses everything in this list and will help you identify if your business has issues like this.

That’s one solution.

Don’t forget I also have my 5 part video series coming soon on how to attract more loyal clients and make more money. If you haven’t registered for it you can here.

I hope this session has opened your eyes to what can be sabotaging your business and take action to rectify it

Please leave your comments below.