CHAPTER 4: SUPER SERVICE

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Client Service: Adapt & Adjust

Extend Your Heart!

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The number one skill that you need to develop is a genuine interest in other people. You develop this skill because for some people it is not natural to be interested in what other people have to say. They would prefer to be listened to rather than listen to you talk. In the beauty business it is all about the PEOPLE. We are in the people service business, and as we perform our craft we also listen, encourage, and console. That is the beauty of our world. 

As professionals we must understand and place enormous value on the human experience. People come back year after year because of a feeling they get when they are with you. Therefore, pay close attention to your SUPER customer service skills and make sure they are in alignment with how you want to be perceived as their personal beauty professional.

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How Can You Earn a
Client’s Business?

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Have you ever wondered why a client hesitates to re-book? Was it the service? Was it the atmosphere? Was it the new techniques you incorporated? Perhaps the coffee was too cold? Did you offer anything new for their hair, face, or nails? What kind of day were you personally having?

There are so many reasons to do a self-check when a client does not return. Clients require us to be on top of our game in all aspects of our business. They come to us for much more than a beauty service. We must realize that in order for clients to remain loyal customers year after year, we have to continually earn their business.

Earning their business means putting forth the extra effort to ensure that you have serviced that client in every possible way. First impressions can make or break your chances of having that client return. Therefore, what you do and how you conduct yourself has everything to do with how that client will respond to you and whether or not they consistently come back.

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Build Real People Relationships

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We live in a world of impersonal communication. Our society has moved us to new forms of social interaction, such as Facebook, Twitter, Linked-In, etc. These social media platforms serve as an excellent source for building a network of people and showcasing your talent, services, and business.

 

However, the one old-fashioned way that most people remain attracted to is the one-on-one connectionyou create when you physically interact with someone. You simply cannot achieve the authenticity of a person through social media. You lose the social skills needed to build lasting relationships in business and in life. However, times are continually changing and we must keep up! Using social media can be an excellent source to help you expose your business.

 

Try building your reputation on your own personal attributes. You can get the lead, make the transaction, and book them, but to truly build a real relationship with that cyber person (or anyone you want to build a lasting relationship with) you should meet with them face to face.


People do not want to be sold to all the time. They will respect you more and do more business with you when they see value in who you are as a person as well as what you are selling or what service you offer.

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Little Things Mean
Big Business

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It is not so much the big things in life that make the difference. Rather, it is the little things you do daily that have an impact on another human spirit.

 

People first. Yes, we do hair, makeup, and nails. Yes, we are all artists. Yes, we know fashion. However, none of that matters if you don’t have anyone to share it with. Learning to love people first will fill your pockets with success. Taking care of the souls of your clients by performing small acts   of kindness will keep them returning year after year. By allowing them to share their stories, investing time in the visits and offering compassion for their life concerns means a lot because they are people. People need people to care and we are caretakers. We take care of their beauty needs, but we also take care of their spirits.

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Create the Feeling

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Building good relationships with your clients is the number one reason why they return. They have to feel the connection first, one that is built from excellent listening    as well as offering suggestions they can think about. This is the key to the foundation of your relationship. If they do not feel that you are concerned with their needs you lose the opportunity for a second visit.

 

Clients today have many choices to fulfill their beauty needs. You must have that unique quality that sets you apart. They have to have trust in you, a belief that what you say is going to make a difference. Sometimes it is not what you say about their beauty needs, it is simply how you make them feel. Clients come back because of an emotion they get from their experience with you. It is our gift to them, but their joy is their gift to us. It’s that one magical moment that can take a client’s breath away as he or she walks out your door.

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If You Build It, They Will Come…

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If you continually build upon your relationship by adding to it, nurturing it and placing value in it, clients will continue to come. They respond to the way we treat them. If they feel unconditional respect and appreciation from you then they are bound to share your name with all of their friends and family. Success is in the power of your hands as well as in the beauty of your voice. What you have to say and how you treat your client is a reflection of who you are as a person.Your client base will grow as long as you continue to grow as a person. Learn to educate yourself so that you have more to share with them. Clients need mental stimulation. Part of building your business is building your image of becoming an expert in the beauty industry. They want to know that you’re up to date on what’s hot and what’s not. They count on your expertise in more areas than just beauty. Clients think we have all the answers. Therefore, it is our responsibility to help them feel that we actually do!

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REMEMBER . . .

Successful people do business with people they like. You should understand the importance of excellent communication skills and be comfortable with eye contact. Nobody trusts a person who cannot look them in the eye.

 

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Why Clients Do Not Return

 

  • Unsatisfied with service
  • Not enough attention
  • Professional did not listen
  • Personality difference/no connection
  • Wait too long/overbooked
  • Salon atmosphere
  • Bored
  • Price
  • Distance
  • Time accommodation
  • Bad attitude of service provider

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Great Customer Service Tips:

 

  • · Look your client in the eye and make them feel your presence.
  • · Be consistently good! Not occasionally great!
  • · Make their time fun and light-hearted!
  • · Consistently improve your customer service skills!

It’s all about the feeling they get with their service that offers that extra edge and provides a valuable experience!

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“If it is to be it is up to me!” – William H Johnsen

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Contact Us: 708-687-7263 OR 708-259-3030

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