Here is a good article that bears including on our continuing list of tips and helps for our professionals. For the original link, click here.
"Without clients, you’re just a person with scissors," says business expert Paul DiGrigoli, and he should know. After 30 years as a stylist and owner, he heads up a thriving salon and the über successful DiGrigoli School of Cosmetology. In this excerpt from his best-selling book and CD set, Booked Solid, he waxes on the reasons clients choose to stick with you for the long haul and how to make sure they stay in your chair.
Four Reasons Clients STAY:
1. Consistency. "You will be booked solid because you will deliver for your clients every time," Paul shares. "They know what to expect—great service and a great haircut— every time they sit in your chair. You’re always professional, you always do exactly what they want, you always exceed their expectations. Here’s the big question, who cuts your hair and why?"
2. Great attitude. "Do you like hanging out with miserable people?" Paul asks. "Be likeable and positive in every way with your client—about their hair and their look, but also about their life. As you get to know your clients, you have the opportunity to be helpful and over delivery in every way. For instance, if they mention they need a new car, mention that your brother works at the dealer across town. If they need childcare, maybe one of your friends runs a home daycare. When you really listen, you’ll hear ways you can contribute. Bottom line: make your chair a happy place. Never hang around someone who’s a wet blanket."
3. Education and service level. "Clients will stay with you if you can offer them everything they need from your chair. This is about convenience as much as anything else," he says. "Today one-stop shopping is a major modern convenience. When you are highly trained as a hairdresser, stylist, colorist and more, you are offering convenience and one stop shopping to your clients. Why would they stay with you for a cut when they have to go somewhere else for color, when that colorist could also give them a great haircut? The more you know and the more you can do, the better."
4. Availability. "Even after you are booked solid, how can you stay available for your clients? Planning is everything," Paul says. "At the end of each service, tell your client how long the cut or color will last and when they should return. You can even walk with them to the reception desk and let the receptionist know the date as well. This way, the client won’t be faced with calling you for an appointment when they need you immediately and find that you’re booked, forcing them into someone else’s chair or another salon." Paul says that another great offering is to work the hours that your clients need. "Perhaps you could add a couple of late nights or an early morning," he suggests. "Ask your clients what they need or just open up at different times and find out what works. When you accommodate them, they are appreciative and want to stay in your chair—the place where all of their needs are met."