Get five star reviews with the ultimate salon experience


It’s too easy to say that it all comes down to customer service.  Of course, good customer service is essential, but it’s expected from today’s clients.  They take it for granted, and so they should!  To get a five star review you have to take it one step further.  Do something that makes your salon stand out from the crowd.  You need to surpass their expectations – go above and beyond to make sure your salon provides the ultimate experience for your client. 


It goes without saying, but your team will make the biggest difference to a client’s experience in your salon.  Of course, they need to be friendly, highly trained and great at what they do.  They should also know about the latest industry trends, be skilled in new styling techniques and be able to give excellent hair care advice.  But they also need to listen to their client.  Pay attention to what they’re saying and make them feel heard.  If a client feels like just another customer, you’re not likely to get that five star review.  

It’s too easy to say that it all comes down to customer service.  Of course good customer service is essential, but it’s expected from today’s clients.  They take it for granted, and so they should!  To get a five star review you have to take it one step further.  Do something that makes your salon stand out from the crowd.  You need to surpass their expectations – go above and beyond to make sure your salon provides the ultimate experience for your client.  So, how do you make that happen?


Take a step back and put yourself in your clients’ shoes.  Really think about what your client is there for.  Do they want a relaxing day out, to be treated like a queen?  Or are they after a fun couple of hours that will leave them energised and ready to take on the world?  You want to give them the experience they need, so take a look at the whole salon experience with fresh eyes.  You live and breathe your business, so you may be too close to look at it objectively and see where it could improve.  Maybe get a trusted friend to visit your salon and give you some honest feedback.  


We know that first impressions count, so let’s start there.  Your client’s initial experience in your salon will stay with them, so make sure it’s a good one.  Were they welcomed into the store with a friendly smile and prompt service or did they have to wait by the counter while a team member answered the phone?  Were they shown to their seat quickly and offered a coffee, or did they have to wait unattended while their stylist finished with another customer?  Make them feel valued from the second they walk in the door – this impression will stay with them when they write their review.


Take the time to look at their whole experience in your salon.  Think of every step they go through and everything they notice.  When it comes to client experience, little things matter.  Give them a quick hand massage while they wait for their colour to set.  Offer them a range of beverages and snacks.  Make sure they have access to wifi while they’re in your store.  Put in the extra effort so that every client feels special.  We all want to get a bit of VIP treatment, so treat them like royalty and you’ll be rewarded when they write their review.  It’s hard work, but it’s worth it!


If you’re after a five star review, you need to pay attention to detail.  All those little things in your salon will make a big difference to your star rating.  You never know what will catch your client’s eye, so go over everything with a fine tooth comb.  Are you handing out old, ripped celebrity gossip magazines or do you have the latest issues of a classy mag?  Sit in your salon chairs for a while – are they comfortable or do they hurt your back after a while?  Address the small details and your client will have an experience worth raving about.


The appearance of your salon can also affect your client’s star rating.  Does it have a fresh, modern design or is it a bit drab?  Of course, it has to be clean at all times and your whole store should be state-of-the-art and well maintained.  Nothing ruins a trip to the salon like run down, dirty or broken equipment.  It might also be time to look at the products you’re using with your clients.  They should be good quality, trusted brands.  These will create a better result for your client’s hair and they’ll feel like they’re getting a luxury salon experience.


It goes without saying, but your team will make the biggest difference to a client’s experience in your salon.  Of course they need to be friendly, highly trained and great at what they do.  They should also know about the latest industry trends, be skilled in new styling techniques and be able to give excellent hair care advice.  But they also need to listen to their client.  Pay attention to what they’re saying and make them feel heard.  If a client feels like just another customer, you’re not likely to get that five star review.  


Find out what other salons are doing and steal their good ideas (all’s fair in love and hairdressing, right?).  Ask other people what they love most about the salon they go to.  Visit other salons and take in the whole experience.  Big businesses do this all the time and it’s a great way to get new ideas.  What are others doing that would work well for your clients?  Be open to new ideas and give your clients what they want.  You might also find inspiration away from the hair industry.  Think about your favourite restaurant, your favourite boutique, even where you get your car serviced – what are they doing to make you feel special and keep you coming back?


Keep things fresh in your salon.  Keep your look updated and try new things.  There’s comfort in coming back to the same place, knowing exactly what experience you’re going to get.  But it’s also fun when you try something new.  Use new products with your clients and explain why they’re so good.  Try a new styling technique on their hair so they feel modern and up-to-date.  These little touches might just stick in their mind when they leave your salon and go home to write their online review.



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