Expert Stylist Tips for Building a Strong Clientele in Any Location.
CLIENT RAPPORT - First impressions are huge!
- GREETING - be on time - smile - offer a strong handshake
- CONSULTATION - be thorough and be sure your guest is on the same page
- EDUCATION DURING APPT - teach them something new
- GENERAL INTERACTION - make a friend, find common ground
- PLAN FOR FUTURE APPOINTMENT(S) - not only does your guest appreciate the thoughtfulness of thinking ahead to their next appointment, you're also guaranteeing your future paycheck
- FOLLOW THROUGH ON PRODUCTS - if you used and talked about products, be sure to recommend them before check out, but don’t be a salesman - you're suggesting a great product for them, not making them feel like you've got a quota to reach
- PRICE AT FRONT DESK MATCHES ORIGINAL QUOTED PRICE (if given) - please no sticker shock, this is a great way to have a successful appointment spoiled - be sure you go over any pricing add-ons with your guest
- DO NOT RESCHEDULE or move guests unless ABSOLUTELY necessary - gaps in your schedule are okay, and give opportunities - the guests that you have in your schedule are willing to give you money, don’t take that for granted and move appointments together to avoid gaps - instead use it as an opportunity to accommodate your guest with an added service if needed!
BUILD YOUR SOCIAL MEDIA PRESENCE
- TAKE LOTS OF PICTURES/VIDEOS.. LOTS!
- Learn what positioning/lighting is best
- Have a designated “after photo” area
- BRUSH OUT CURLS! Bring comb, brush, hairspray, finishing product with you to photo area - use as needed to perfect before taking your after pics
- Pay attention to background (cords, messy floor, garbage cans, etc)
- Don’t cut off top of head or ends of hair in picture
- CREATE A PROFESSIONAL PAGE - separate from your personal page
- SHARE PICS WITH SALON MANAGER TO POST ON SALON’S PAGE
- SHARE POSTS FROM PROFESSIONAL PAGE ON YOUR PERSONAL PAGE(S)
ASK FOR REFERRALS
- YOU. DON’T. HAVE. TO. OFFER. DISCOUNTS. - it’s okay if you choose to offer coupons or discounts occasionally, however it's not the only way to get referrals
- SOME PEOPLE JUST WANT TO HELP YOU GROW BECAUSE:
- They like you
- You asked them for a referral, so they want to help
- They think you're amazing and want to tell all their friends
- Or maybe there’s something in it for them (future discount, free mini add-on service, etc)
- PRACTICE VERBIAGE - practice will help you sound natural and not awkward
REBOOK!
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- EVERY TIME YOU PREBOOK A GUEST, YOU ARE GUARANTEEING YOUR FUTURE PAYCHECK
- PRACTICE VERBIAGE ON THIS TOO!
- Example #1: “Let’s look ahead for your next appointment.”
- Example #2: “Would you like to set up your next appointment?”
- AVOID SAYING “OR?”
- Example: “Would you like to set up your next appointment.. Or??” (this gives the guest an immediate ‘out’ to say no)
- AVOID SAYING YOU'RE OPEN TO REBOOK “WHENEVER”
- Example: “I’m available any time that day!”
- INSTEAD GIVE SPECIFIC OPTIONS: “I could get you in at 9:00, 12:00 or 3:00.. What would work best for you?” Set yourself up to make the most out of your work day, by scheduling your appointments in ideal times - avoid giving yourself awkward gaps
- IF A GUEST SAYS “NO” TO REBOOKING, THAT'S OK - OFFER THEM SOMETHING TO THINK ABOUT:
- Example #1: “Okay, no problem.. I would recommend a touch-up in about 8 weeks, so that would be around the beginning of March.. (if you maybe want to keep that in mind)”
- Example #2: “Okay, no problem.. You can definitely schedule at a later time. We suggest calling at least a couple weeks ahead in order to accommodate you.”
- Example #3: “Okay, no problem.. It's important to mention that my schedule gets very busy around that time (summer/holidays/etc), so be sure to reach out 2-3 weeks ahead of time to ensure we're able to accommodate you.”
- In many cases, after a response like those above, most guests decide to schedule after all - but if not, you've at least given them the information needed to successfully book at a later date
Of course, it goes without saying that you need to follow up with a great service and fabulous hair! But remember that most guests are looking for more than a great haircut.. they're looking for a connection with someone they trust and who has their hair's best interest in mind.
If you practice these tips with each guest, you'll not only establish trust, you'll also begin the process of building a successful and loyal clientele.
xoxo Lisa