We’ve talked about the importance of first impressions before, but we can’t reiterate enough just how vital they are. When it comes to customer service, those first few seconds from when the client steps through the door, are so important.
You Only Get One Chance
First and foremost, you must make every effort to acknowledge your client in some way. If you’re in the middle of something important and can’t go straight to them or talk to them, you should still try to acknowledge that they’re there with a look and a smile or a nod of the head.
The common phrase of ‘you only get one chance to make a first impression’ is so true. While it’s relevant in many situations, it’s particularly important to bear in mind as a small business owner as your clients are pivotal to your success.
Be Mindful and Focussed
When you’re in the beauty industry and make a living from providing people with treatments to make them feel good, being a good listener is so important. Being focused on the other person’s interests and needs and giving your undivided attention will instantly instil them with confidence that you can give them what they’re looking for.
If you get the impression that your client wants to relax and be left alone, respect this, some people come for the peace and quiet. Over time, you’ll pick up the needs and wants of your clients from their body language.
It can sometimes be hard to take the client’s perspective (after all you are there every day) and see what the clients see when they first walk through your door. Considering this, it can be interesting to role play by pretending that you’re a client entering your salon for the first time.
It may seem like an odd suggestion but by simply walking through your salon door as a client would, taking everything in; what you can see, how you are greeted, where you should sit, can help you improve those first impressions. Also, consider the following:
- Is the salon clean and tidy?
- How does the shop front look from the outside?
- Are your staff acting professionally?
- Is your retail section (if you have one) fully stocked and tidy?
Dress Sharp and Look the Part
As the face of your business, it’s so important that you look sharp. Especially in the beauty industry, it’s important to look smart by being dressed appropriately and professionally. Make sure your personal appearance and that of your employees reflects the vibe you want for your business to e.g., classy, trendy, clinical, relaxed, organic, modern, this will help you to attract the kind of clients you want and keep them. This will also help you to decide which new treatments to invest in if you have a clear target client. We’ll be doing a whole blog post about salon vibe soon so keep a look out!