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Enhanced Customer Salon Spa Service is like Money in the Bank

Guest post by: Caroline Nelson

Article Overview: Enhancing the customer’s salon or spa experience is vital if you want to build a loyal and consistent customer base. This article focuses on how to develop good communication skills and the key ways to increased profits and customer satisfaction.

Enhanced Customer Salon Spa Service is like Money in the Bank

Ask any salon or spa owner if customer service is important and they will generally tell you it is critical to their business success. The trouble is that sometimes our or our employee's perception of great customer service and the customers can be two different things. A common complaint of customers is that "I wasn't listened too I asked for one thing and received another." Now the problem can be that many customers do not necessarily explain their requirements fully and in fact many expect the therapist to be a "mind-reader" or "clairvoyant". The thing is with good Communication Skills that's just what the therapist will appear to be.

Many customers without even realizing it will be giving little hints and clues. Little indicators to their real want's, needs and desires. The perceptive therapist will pick up on these indicators and will be in the position to deliver what the customer wants. And customers will love going to this communication skilled therapist because "She knows me so well, I always get what I ask for in fact she knows even before I do what I really need." So make sure your team are all communication skilled it will grow your salon spa business and increase customer loyalty.

Enhanced Communication Skills delivers Enhanced Customer Service.

Communication is the process of conveying messages. When it is effective, the result of the message is shared meaning and common understanding. These are the Key Steps to Developing Good Communication Skills, they are:

1. Listening - practice supportive listening not one-way listening, listen for any second or hidden meaning and be active in the listening

2. Understanding - showing empathy identify with the customer "I know how you feel...." This will encourage the customer to open up and share with the therapist

3. Asking Questions - to gain information that clarifies what is wanted and allow problems to be solved

4. Observing - nonverbal behavior and body language as well as appearances can speak much loader then words

5. Building Rapport - that magic feeling of trust when the customer feels and see that they and the therapist are on the same "wave length" this builds therapist respect

6. Building Credibility - by communicating and sharing knowledge the therapist is seen as the "expert" by the customer and is perceived as the professional who they want to treat them

7. Honesty - by recommending all treatment and home care requirements that are necessary to solve the customers skin, body and wellness concerns

8. Building Relationships - by delivering the promised results each and every time

While in many other types of business technological developments have dehumanized service. We in the beauty industry are in a unique position in that we are allowed "close personal contact" with our customers. And this should and must be seen as a privilege. And unlike the medical fraternity except for maybe waxing we don't hurt them and most often only deliver good news. People like coming to us, so let's capitalize on this good fortune.

The key to increased profits is directly linked to customer satisfaction. And there is no better way to retain existing customers than to have them enjoy our company and to leave happy after every visit. Happy customers spread the word about your salon or spa, they are a precious commodity and their referrals are like money in the bank.

© Copyright Caroline Nelson 2010

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Article Tags: Business Coach, Coaching, consistent customer, customer base, customer satisfaction, good communication skills, money in the bank, profits, salon spa, spa experience, spa service



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