The lasting impression you have on a person is equally important as the first impression you make. Building rapport can be tricky, and so if you have made the effort to connect with your client in your presentation and communication style, the last thing you want is for all of that hard work to be destroyed in a second by being un-attentive, rushed, distracted, misunderstood or failing to deliver what you promised.
Take particular care to ensure that you give your client the attention they are deserving of every time you connect with them.
Building rapport takes time, and you can’t expect clients to be 100% sold on you from the outset. The slightest reason for them to feel like they have not been treated well, been given the right information, or received the treatment they paid for, might just have them looking at your competition.
Some points to ponder:
- Be absolutely certain you have the information you need to be able to treat the client appropriately. This comes down to your client forms and how well you can ask the right questions and in what environment you do this in.
- Clarify with the client, information she offers you to ascertain you have understood.
- Be clear on what her expectations are of attending so that you can perform, prescribe and recommend accordingly without pressure.
- Ensure that your client is well looked after upon leaving and is not rushed, pressured, and can leave reassured of your professionalism and credibility from everything you have said, performed, and how you present yourself and your brand.
- Be warm, friendly and positive.
- Smile.
- Check your body language and attitude from start to finish.
No one wants to feel ‘processed’, this is a people industry that will only survive on the level of professionalism and care that is taken in providing the best customer experience possible. Even then it is always good to know how other salons are performing in this area. Check them out, do a mystery shop!
This Week’s Task
During a quiet time in the salon, role play your new client procedure and also how you treat existing clients. Ask yourself if there is any element of complacency in your actions. If you are the salon owner, invite a friend in who you can trust for a treatment and seek some feedback on how well your business is leaving clients feeling at the end of an appointment. Constructive criticism can be a positive find.
Question
Have you ever lost a client because they felt they were badly handled? You can leave your comments here.
Tamar Slaughter says
Great core tips to remember 🙂