Seven Reasons Why Customers Won't Return to Your Hair Salon

Salon owners are charged with providing their customers the most luxurious and enjoyable hair styling experience they've ever had. This is because hair salons come a dime a dozen-each one claiming to provide more superior service than the next. Some salons have themes; others offer a wide range of products. And some are merely convenient for customers in a certain area. Nonetheless, most people will agree that no matter what a salon claims to offer its clientele, customers will fail to return if they don't have an experience worth their hard earned dollars. If you're a salon entrepreneur, or are considering opening your own establishment, here are some definite things that will keep your customers from coming back.

#1- Stylist(s) or salon makes customers uneasy.

The millions of personalities that exist in the world will require you to have a keen understanding of how human nature works. In general, the people coming to your salon are putting their trust in the hands of you and your staff. That being said, make sure that your salon not only has an inviting look, but also staff members who are equipped to deal with customers who may be more difficult. It might help to study feng shui properties. Learn about soothing décor colors and salon floor plans that allow customers to "breathe."

#2- Staff "embellishes" styling capabilities.

When a customer comes into a salon with a photograph of Halle Berry's red carpet hairdo, you'd better believe that they expect to look exactly like the actress does upon leaving the salon. We all know that only Halle can look like Halle. But if you're a stylist and you've promised that you can duplicate the haircut you've been shown, you'd better be able to come through. You should never assume that "something close" will satisfy the customer, unless he/she says so. To that effect, if you have examined the client's hair and have determined that the hair is too thin (or short) for a particular style, it's your responsibility to be honest about what you will be able to accomplish with the client's length and texture.

#3- The stylist's hair looks unprofessional.

If the hairdressers in a salon have do's that are outdated, unkempt, or styled poorly, the customer is likely to feel a bit weary about having her hair done. It is quite reasonable to assume that a stylist isn't very professional if his/her own hair is lacking. Of course everyone has a "bad hair day" on occasion. But while this is often an acceptable excuse with nonprofessionals, in a work environment that is all about hair-the stylist should have no excuse for appearing disheveled when working on a client.

#4- Hairdresser does not inquire about customer's hair history.

It is a good practice for a stylist to inquire about the products and services that clients have previously acquired for their hair. Many salons offer specific consultation services (outside of styling) in which they obtain detailed information about the customer's personal grooming habits, and so on, and so forth. If a stylist dives right into shampooing and cutting without really attempting to understand the customer's individual needs, the client is likely to think that the hairdresser doesn't care.

#5- Prices don't justify services.

In a time when salon visits in general are considered a luxury, customers comparison shop. If you're overcharging for shampoos, deep conditioning, or haircuts merely because you're serving coffee and tea in the waiting area, you might have a problem on your hands. Extra touches incorporated in the salon should coincide with your overhead. In short, clients will remember a hair salon because of the great haircut they've received. The cookies and bottled water you've provided while they wait will simply be an added bonus.

#6- Results aren't what the client asked for.

There may be a million reasons why the requested style didn't emerge the way a client imagined. Perhaps the customer misinterpreted his/her wants. Maybe the stylist even made a mistake (or two.) All in all, getting a thrilled response from a client is what will probably result in a repeat customer. When the salon patron looks in the mirror and sees something completely different than what they were asking for, they'll probably become immediately disillusioned. Remember that they have to carry that head of hair around with them all the time.

#7- The wait was too long.

Some hair salons are so popular that there is a long waiting list to see a particular stylist. While waiting lists are common at more prestigious salons, there should never be an extensive wait time once the appointment has been scheduled. If a client has arrived on time for his/her appointment, a wait time of 45 minutes is completely unacceptable. Plenty of salons, despite their incredibly talented staff have lost customers because they've been made to wait on more than one occasion. Couple that with the exorbitant prices for products and services charged in many salons, and you'll find that customers will take their business elsewhere.

SOURCES:

www.lovelyish.com
www.suite101.com
www.stylecareer.com