Chelle Neff is the founder of Urban Betty and has been a leader in creating innovative practices in the salon industry since 2005.
In highly competitive industries such as salons, delivering exceptional guest experiences is a surefire way to stand out from the crowd and solidify your business’ reputation.
One key strategy that I’ve found can help you achieve this is consistent follow-up with your guests. By prioritizing this in my own salon, I’ve grown to recognize the transformative power of staying connected with guests beyond their appointments.
Personalized Communication
Try to go above and beyond to personalize your post-appointment communication. After each guest’s visit, I like to send them carefully crafted emails that provide a range of options to engage. Consider reaching out to guests to rate their experience, share a Google review or even offer a video testimonial. This can also provide you with valuable feedback regarding their consultation and service. By offering multiple avenues for feedback, you can demonstrate your commitment to understanding and meeting the unique needs of each guest. This tailored approach empowers guests to actively engage and express their opinions, creating a sense of connection and involvement.
Proactive Review Management
In today’s digital landscape, maintaining a stellar online reputation is essential for any business. To help this reputation, your management team can take proactive steps to monitor popular review platforms such as Yelp and Google on a daily basis. I recommend promptly responding to every review, regardless of its sentiment, within 24 hours. This proactive approach showcases a dedication to ensuring guest satisfaction and can help highlight your responsiveness. By addressing concerns, expressing gratitude for positive feedback and providing resolutions for negative experiences, you can establish trust with your guests and demonstrate our unwavering commitment to delivering exceptional service.
Conflict Resolution And Building Lasting Loyalty
Negative reviews present an opportunity for you to transform dissatisfied guests into loyal advocates. I like to view these reviews as valuable feedback allowing me to rectify shortcomings and improve my salon’s services. I think it is important to prioritize promptness, professionalism and empathy when responding to negative reviews. By doing this, you can successfully turn challenging situations into positive outcomes by acknowledging the guest’s concerns, offering practical solutions and displaying genuine care for their experience. Your commitment to resolving conflicts can help safeguard your reputation and earn you the respect and loyalty of your customers. It shows that you value their opinions and will go the extra mile to ensure their satisfaction.
Attracting New Business
A dedication to consistent follow-up and active engagement with online reviews can yield another significant benefit: attracting new customers. Prospective clients often view a salon’s involvement in feedback management as a testament to their dedication to exceptional service. When they see that you are taking the time to respond to reviews promptly and professionally, it tends to instill confidence in their minds.
They should feel assured that their experience at your salon or other business will be positive, and any issues that may arise will be promptly addressed. In fact, I have received feedback from my guests who specifically chose my salon based on our professional and caring responses to negative reviews. This demonstrates the tangible impact of a commitment to guest satisfaction and its ability to attract new business.
Consistently following up with guests regarding their salon experience is an art that can elevate your salon’s reputation, foster customer loyalty and attract new business. By personalizing communication, proactively managing reviews, resolving conflicts with empathy and leveraging feedback to improve continually, you can create a salon environment that leaves a lasting impression on your guests.
Remember, in many industries, but particularly based on my experience with salons, caring for your guests extends beyond their appointments and includes building meaningful connections that nurture loyalty and trust. Invest in the power of consistent follow-up, and watch your business thrive in today’s competitive landscape.
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