One of the most important things you can do in building your business is engage in good client conversation. It is the key to being able to build rapport quickly and create fabulous first and lasting impressions.
Some clients will be ready to start a conversation with you immediately and others will appear reserved, shy, hesitant, or might just want to wait until you prove yourself.
So if you are shy about starting good client conversation, these tips might help you.
- Think of what you can say to break the ice. Your aim is to find out why the client has come to your salon. If she has completed a new client form then this can give you ideas as to what to say or ask her. You might ask her where she lives, what she does for a living etc. Its all about finding neutral ground to make her feel comfortable.
- Ask open ended questions, these are questions that start with a why, how, can you elaborate on, in your opinion… and so forth. It is almost impossible for someone to answer you back with a yes or no, so it gives you the opportunity to probe deeper and extend on your questioning to find out more and move the client through the sales process.
- Listen. Intently and without interruption. Remember, it is all about the client, not about you.
- It’s ok for you to express your authority and knowledge, but do not be condescending towards the client. Offer ideas and solutions based on what your client has told you and what you have uncovered as the problems, and highlight anything else you might have found but in a language that is easy for her to understand. Always have the clients needs in mind and show care and consideration. It’s not always ok to try and impress a client with fancy technological words and ingredients as this can be quite daunting and can cause the client to think its all too hard and too expensive.
Good Client conversation is about practising good manners and etiquette, and creating those loyal clients you need to enjoy a successful and thriving business.
Don’t forget you can register for the 5 part video series on attracting more loyal clients.
Until next time, think about the good client conversation you can be having today.
Please leave your comments below.
Adam Chatterley says
Useful post Julie. I specifically agree with your point about listening, this is always the most overlooked aspect of good conversation. It is always important to know how to ‘start’ the conversation by having those icebreakers ready and by asking questions, but people forget that the whole point is to listen to what people are saying. That is the key to good conversation!