I know I'm Not On Time, But!!

myperfectsalon admin — Fri, 14 Aug 2009 15:15:00 GMT

Is it just me but....how many times has this happen to you? You have an appointment with your stylist, and you arrive there on time, but for some reason your stylist is running 5..No..10..No..30 minutes behind schedule. I wonder if the stylist or salon ever stops to think what's going on in the customers mind (who is waiting). Hmm...let's see. They're probably thinking:

Why am I waiting so long; are they talking on the phone?
I can't believe that I drive 30 minutes for this.
Every time...they always have an excuse why they're running late.
I know they're not taking a lunch now!
I don't think this salon is very professional.
I know that other person didn't just go in front of me!
No tip for them today.
Why isn't anyone letting me know why I'm having to wait?
I like it here..but not that much!

These are just some of the things that customers think about when they are waiting! So the "rule of thumb" is to be very aware of your client's appointment and be on time.

For all you stylists reading this, here are some helpful tips for being "On time".

What is "on time"? People who are always on time are really people who arrive early every day..except when things just go wrong. And hey...things will go wrong.
Get enough rest. Sometimes if you have a problem getting up early, maybe you should try going to bed earlier.
Give yourself a realistic amount of time between appointments. I think this is truly a big problem today, because everyone is so concerned about booking, and double booking appointments just to get that money. They sometimes forget that each customer needs time for the service, and the conversational experience.
Be open to your salon owners preferences. Does your salon manager/owner want you to be in at a set time everyday? If so, you should make it a point to "make it happen".
Communication is key. If you're running behind schedule, let the customer know personally what's going on.

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Salon owners...Don't really know their customers!

myperfectsalon admin — Tue, 11 Aug 2009 14:33:00 GMT

Tell me, how do you create and establish a good relationship with your salon customers? This is a question I'm sure a lot of salon owners would like to comment on, but I'm not sure if they really understand what it takes to make that happen. Let me explain. When you walk into a salon, a front desk person usually wants you to fill out a consultation card that has all of your personal information, wants and desires. Then, the stylist asks you, "What are you looking to get done today?" After the consultation is done and the service is complete, that's it. The relationship is no longer there! The customer gets no follow-up call or email; the salon has no more contact with that customer unless they just happen to come back weeks or months later. I'm sure this happens to a lot of people out there and I guess we just expect this from businesses. They provide a service and then...wham bam..thank you mam...it's done! In today's world we need to go further in our customer service skills so that we never lose focus on the customer...Yes, the customer! You should treat your customer like an extended relationship, someone you need to check in with and ask if there is anything that would make their experience better. Communication is so important today! In order to build any good relationship, it takes communication and trust. We should always stay in contact with our customers, not just by sending them emails, but taking the time to get to know them.

Are they having a good day?
How is their family?
What are their interest and hobbies?
Let them know what's going on in your salon.
Tell them a little bit about you.

All these things bring me to the core question. How well do you know your customers...really?

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I know I'm Not On Time, But!!

Salon owners...Don't really know their customers!