Exceed Your Hair Clients Needs and They Will Be Loyal for Life

One of the hardest tasks as a professional hairstylist is finding new clients. It takes a lot of networking, talking, referring and seeking. So when you finally have a client in your chair, you need to learn how to keep them loyal. In a highly competitive industry, your clients are expecting more than ever! Not only do you have to fulfill their needs, you have to exceed them.

First and most important, you must make your client feel special. It sounds simple, but so many hairstylists in the field miss this concept. It all starts from the moment they call and make an appointment with you. Instead of saying that you can get them in Tuesday the 23rd at 2pm, think about what you can say to make them feel special. Setting them an appointment is nothing special. That is just a task. For example, spend a little time talking to them about their hair. Let them know that you really are excited to do their hair. Give them something to look forward to. I always like to tell my clients that when they come in, I would love to give them a free relaxing shoulder massage why their color processes. This is just casual conversation but can make a huge impact with the client.

Next, when they come into your salon, analyze how they are welcomed. How does the receptionist greet your client? Most salon receptionists ask their name and take a seat. Would that make you feel special? No. The receptionist should be very friendly and welcome them to the salon. They could say something like: welcome to our salon Emily! Monica will be with you soon. While you wait, what type of drink would you like? Then they should go back and let you know your client is here. Don't make your client wait and greet them warmly with a handshake and a hug-if appropriate. Let them know immediately that you are glad they came. Walk with them back to the station. Don't walk in front of them. These subtle differences are very important.

Now that they are in your chair, it is crucial to be attentive to their needs. Do you notice them pushing hair out of their eyes? Are they adjusting themselves often in the seat? Does their posture seem tense and uneasy? Notice these clues and fix whatever may be bothering them. Also, let them lead the amount of talking that goes on during the service. If you notice they slow down the conversation or close their eyes, they need rest and relaxation. Let them relax and enjoy your services. If they are awake and talkative then actively participate in the conversation. Tailor the service to what they need right at that moment. Be proactive in doing more than what they need.

Another crucial element is to give them something they aren't expecting. For example, when a client comes in for a hair color, they expect o get a color put in their hair, a shampoo and conditioner and a style. If you want to keep this client loyal, you must exceed their needs. There are several things I like to do to make my clients feel special and exceed their needs. Remember that the options are endless. This is what is going to differentiate you from other hairstylists.

1. Massage their shoulders and neck while they are waiting for their color to process.

2. Sit next to them and massage their hands with relaxing essential oils.

3. Sit next to them and perform a mini-manicure for free.

4. Offer them another beverage.

5. Show them special hair and makeup videos on my laptop.

6. Give them a free full size product on their birthday.

7. Mail them a thank you card (regardless of how long they have been my client.)

8. Give them a free add-on service once in a while (ex: deep condition)

As you can see, it isn't very difficult to make your client feel special and exceed their needs. Try something different and keep your clients loyal! This will set you above others in the industry.