Client care involves making sure that customer feel comfortable and satisfied with the services and the way they have been treated. Why is this important? A salon is a business and it cannot keep going without client. Customer care is very important for two reasons:
It determines whether client come back to the salon.
It affects what clients tell other people about the salon.
A client's experience of a salon starts with their first contact, often by phone. When a person comes into the salon they like to be greeted in a friendly manner. They also like to feel looked after or valued. But there is a point though where this can be a bit too intense; if the salon appears to be trying too hard, many clients begin to feel uncomfortable.
Try to develop an awareness of client comfort. Look around and think, 'Are they alright?' You can tell by facial expression and body posture. Are the clients relaxed and being looked after?
If they are carrying things, if they have a coat or other outer clothing, ask if you can help them with this. Take care of their personal belongings. Put them where they will be safe. If not sure, ask other salon staff.
During the work with customers don't forget about health and safety issues.
Do not allow products to get onto skin or into eyes.
Take care to avoid cuts when using sharp instrument like hair cutting scissors.
Be aware of the chances of infection.
Look out for problems with electrical equipment.
Eye contact with the client is extremely important as it is believed to be the basic of trust. Looking elsewhere when talking to the client will not only make them feel uncomfortable, but will also make them doubt your sincerity.
Everybody encounters a difficult client at some time. It is not easy situation to be in, but make sure you stay calm and polite. There is no point in getting involved in an argument. If necessary, explain carefully and calmly that you are going to get your supervisor involved and will only be a moment. Often other people will be alerted by the client's actions and behaviour, but make sure you ask for assistance. A lot of communication with clients involves confidence, good training and practice. There will almost certainly be times when you need help. How will you know when this is? If this is after some problem with a client then it is too late. If in doubt, ask your supervisor for help.
Many trainees are reluctant to ask supervisor. But remember there is a balance between asking for help too often or not often enough. The best rule is to error on the site of caution. If in doubt of any kind, ask for help. As your experience grows, this help will be needed less and less.
To sum up there are five aspects to dealing with client:
Be clear and precise.
Offer help and assistance.
Have good body language.
Clarify any uncertainties.
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