Running a hair or beauty salon is tough. There’s a lot of competition out there and winning customers can be pricey. So it’s absolutely critical that you keep the customers you’ve already won coming back.
Retaining your customers is key in the beauty and hair salon game. And of course, the level of your service and the skills of your staff are going to be the most important thing.
But the overall salon experience plays a huge part in the decision of customers to keep coming back too. So we chatted with successful salons and took their quick tips for simple addition that enhance the salon experience to keep customers loyal.
Drinks and Snacks
When you’re a guest in someone’s home, they’re likely to offer you a drink within the first few minutes. This is a way of extending a welcome. So why should it be any different in a place of business? You want your customers to feel welcome.
Depending on the type of experience you’re offering, you might offer a glass of sparkling wine, a cup of coffee or tea, biscuits or fruit. Healthy snacks tend to match nicely with the wellness vibe you’re trying to generate in a salon. Camomile tea tends to be a reliable option.
Ultimately though, giving people a choice of a drink and snack from a small “menu” is an affordable way to make customers feel welcome.
“Selfie” Station
Here’s one that has benefits for the customer and for you too!
If customers are encouraged to take pictures of themselves before and after their treatment and incentivised to share those pictures on social media, then the salon gets promotion.
Make sure that your selfie station is surrounded by branding, such that it’s obvious where the picture is being taken, even if the customer fails to mention it. Naturally, the happier your customers are with the service, the more inclined they’ll be to share the experience.
It also means your customers get a photo of themselves straight after treatment when they feel at their most confident and want to share imagery.
Top tip – think about lighting around your selfie station. We’ve all been in rooms with really bold lighting that isn’t at all flattering… nobody wants to share selfies they’re not happy with!
Bathroom Basket
This is an idea borrowed from the wedding industry. Guests (or, in this case, customers) might be provided with a small basket, filled with free toiletries. You might include a range of essential toiletries – the sorts of things that will always come in handy, like toothpastes, tweezers and tissues. If you can put some branding on the basket, then so much the better!
It’s a cute takeaway gift that just leaves a warm feeling.
Liaise with suppliers and see if you can get a great price on sample sized items!
Curated Playlist
Providing some appropriate music, or allowing the customer to choose the music, might help to create exactly the vibe you’re after. Get a decent sound system, and share the WiFi password so that everyone can share their playlists.
Quick chair massage
Bringing a massage therapist to perform a quick service can be an excellent opportunity to upsell. Get in touch with a masseuse you can trust, and they’ll help to draw customers in with a unique combination of experiences.
Alternatively, even having your team trained in basic shoulder massage techniques could make a difference.
Experience vs Appointment
It’s the little things that turn a “salon appointment” into a “salon experience.” And it’s experiences that keep your customers coming back.
