How to Improve Your Salon’s Customer Service (and Keep Clients Coming Back!)

Your salon or beauty industry clients are craving a 5-star-plus experience. Not only the first time — every time. 

Clients are hungry for that one-on-one personal time in your salon and a stellar customer service experience. I know in this climate some of the luxuries in your salon may be on hold for a bit.

But you can still provide a pampering session and build a solid, long-lasting relationship that will create loyal guests. 

The technical aspect of your salon business is very important, but it’s only one side of the coin when it comes to the total guest experience.

Anyone can go anywhere to get a great cut or color. It’s the little things that really go a long way.

The following is always my go-to list when trying to level up the guest experience.

Now is the perfect time to use it, especially if you have challenges with client retention (which is always one of my top areas of focus when I’m helping anyone with building, or rebuilding, their salon or beauty business). 

7 Ways to Improve Your Hair Salon Customer Service

1. Create a Convenient Booking Experience

The booking process, in most cases, will be their first touchpoint with you. It has to be clean, easy to navigate, and efficient. (Schedulicity provides online hair salon booking plus marketing and payment processing for an all-in-one app.)

2. Offer Digital Intake Forms  

This is a great way to expedite new clients’ time in the salon. Plus, you get to know a little bit more about them before they come in for their first salon appointment.

It’s also a great idea to add a list of your add-on services to the forms, so they can check off the ones they would like to know more about. 

3. Build in 15-30 Extra Minutes for an Extended Consultation for All New Guests

This creates trust and loyalty and builds a strong relationship from the start. I recommend 15 minutes for haircut clients and 30 minutes for all color clients. 

4. Elevate the Shampoo Experience

This could include a five or 10-minute scalp massage and/or hot towels with lavender oil or another essential oil of your choice. The goal is to create a total relaxation experience from start to finish.

5. Give Them Your Undivided Attention 

Be sure to give 100% of your time and focus the entire time they are in your space.  Check on them a few times while they are processing. Ask them if they need anything or what you can get them to feel more relaxed.

6. Send Handwritten Thank-You Cards to Every New Client 

This is one of my absolute favorite things. It lends a personal touch by letting the client know you are thinking of them beyond the chair. These cards are short and sweet but make a huge impact. 

7. Send a Follow-Up Email or Text Message to New Guests 

Do it within 72 hours of their first visit. (Schedulicity offers automated texts and emails for exactly this purpose.)

A big part of this follow-up is to check on them and ask for feedback. It lets the client know you value their opinion and how much you care about them. 

Creating an unmatched salon experience that stands out above the rest is the key to a great service-based business. There are so many salons, massage therapists, and makeup artists that are incredibly talented.

But it’s the ones that go above and beyond when it comes to serving clients that find success time and time again.