In hairdressing, the concept of customer service is fundamental, both in customer reception and in the services offered. To avoid alienating your clientele and, on the contrary, to make them want to return, there is a certain protocol to follow.
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5 seconds. That's how little time it takes for a customer to form an opinion of the place they are entering. During these first 5 seconds, they will observe everything, analyze everything, judge everything; and it is generally within this time frame that 80% of their final satisfaction is formed.
As you can see, from the moment a customer steps into your hair salon, the welcome must be impeccable. Therefore, establishing and following a customer reception protocol is essential.
The goal? To build customer loyalty, project a positive image of your establishment, and thus stand out from the competition!
To help you in your quest for the perfect welcome, Le Mag’ has identified the 5 strategic points of the customer journey in a hair salon. Respecting these best practices ensures that your customer feels privileged and pampered like a celebrity, enjoying a pleasant moment.
1. Physical Welcome
Show your professionalism the moment the customer walks through the door of your establishment! To begin, a "Hello, welcome" is essential, accompanied, of course, by a warm smile.
Meeting them will also allow them to assess your attire, which should be professional to establish a climate of trust. Clean, ironed, and well-fitting clothes.
If it's a new client, you'll ask what you can do for them. If they are staying in the salon for a service, don't forget to take care of their belongings (coat, bags, umbrella...).
Does your client have to wait before being attended to? Invite them to wait in your waiting area and offer them something to drink: coffee, tea, chocolate, water.. (and yes, not everyone likes coffee!)
Reading material is also welcome if the wait lasts more than 10 minutes.
Small tip: background music is always appreciated. If it is well chosen and in tune with the general atmosphere, it enhances the feeling of relaxation and humanizes the salon.
2. Hair Diagnosis, the Central Point of Customer Welcome
That's it, it's time to take care of your client. Seat them at the styling station (previously tidied/cleaned), sit next to them to be at their level, and initiate the hair diagnosis.
This allows for 3 things:
– understanding the client's hair type and needs.
– listening to their wishes and expectations.
– demonstrating your expertise by providing the best advice and offering appropriate treatments to the client.
Ultimately, this step will allow you to draw up the most accurate quote, based on the services to be performed on the client. Always discuss money before starting anything, to avoid unpleasant surprises when it's time to pay.
Small tip: start the hair diagnosis by asking the client what hair products they normally use. In most cases, this will allow you to promote the products you sell later on.
3. The Shampoo Station
If the quote is accepted by the client, it's time to take action! In the case ofa simple haircut, you will need to direct your client to the washing station. Put a gown on them and adjust the height (and recline if possible) of their chair.
Don't make the mistake of fully wetting their head at the beginning. Instead, start with a small area so they can give you their feedback on the water temperature.
Then, follow this order: concentrated shampoo < rinse < treatment shampoo (chosen based on observations made during the hair diagnosis and whose qualities are mentioned simultaneously) < scalp massage (always keeping fingers in contact with the scalp) < rinse < towel dry (to avoid wetting the client).
At the end of the cycle, you can offer your client a complementary treatment to leave on for just 5 minutes with a hot towel and then rinse. If your persuasive power is strong enough, this is a service you can add to the bill at the end, and potentially an additional sale if the client liked the product!
Interested in additional sales? Read our dedicated article here !
In the case of a more technical service such as coloring, shampoos will be performed after color application.
To pass the time during the processing, offer the client another drink and some reading material. Don't hesitate to check in with them from time to time to show them that you care about their well-being.
4. The Cutting Station
It's time for the haircut! After seating the client at the styling station, you need to display the hair products you will use under their eyes : hairspray, wax, serum, styling mousse, sprays…
Seeing the products, being able to handle them, and smelling them throughout the styling process will encourage the client to consider purchasing them.
5. Payment, the Last Step in Customer Reception
You're done with your client... Almost! All that's left is to take payment. Initiate this final step by returning their personal belongings to the client, where their payment method is likely located.
Then, you stand behind your cashier's counter to verify the quote by detailing each part. This is when treatments and additional sales are added if you've been a good salesperson! In which case, don't hold back from asking the client if they have everything they need at home; this can trigger a sale.
Once payment is made, wish them a very good day and, while opening the door to your salon (always facing them), maintain the relationship by saying, "Hope to see you again soon!".
After all these courtesies and once the client has left, don't forget to clean the various stations to welcome the next client in the best conditions.
Now you know all the secrets to properly welcoming and serving your clientele during their visits to your establishment. And remember: the key in this profession is to always remain pleasant, even on busy days!
