When you think about how to improve customer satisfaction at your salon, you’ll need to concentrate on several different touchpoints. One of the best ways to do this is to start by gathering more information about your clients’ needs.
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- Why Is Customer Satisfaction Important
- How to Improve Customer Satisfaction At Your Salon?
- Salon Customer Satisfaction Survey Questions
Why Is Customer Satisfaction Important?
It goes without saying that a satisfied customer is likely to come back for future services, but we can’t stress how important the customer experience truly is for your hair salon business.
Satisfied customers are your salon’s most powerful marketing tool. By providing good customer service and making the experience memorable, you ensure that they’ll not only come back for their next appointment, but will recommend you to their friends, family and coworkers.
In addition to expanding your customer base, clients who’ve had a pleasant experience will be more likely to give your business great reviews online, further spreading the word. They’re also the people who are happiest to invest in additional services or products.
In short, customer loyalty is everything in the hairdressing industry.
How to Improve Customer Satisfaction At Your Salon?
If you’re trying to increase customer satisfaction in a salon, it’s not as simple as just having knowledgeable staff or a great treatment menu.
If you want to attract new customers (and keep them coming back), you’ll need to focus on the overall experience. Here are some things that you can do:
Make a Great First Impression: Like most things in life, our first impressions are what we often remember in the long term. Keep your salon’s waiting area clean and welcoming. Have someone ready to greet clients when they arrive, and don’t keep them waiting too long.
Easy Scheduling: The customer experience can start before they even arrive for their hair cut. If you offer easy online booking (software for salons can help with this), customers will be able to manage the details of their visit whenever it’s convenient for them.
Offer Consultations: A salon’s consultation process gives each client the chance to go over their needs, hair coloring or cut preferences and any long-term treatment goals or other vital information (like allergies) before a service.
It also helps to build client-stylist relationships. Make sure to ask both open and closed questions in hairdressing consultations to give customers a chance to talk about their hair or ask for advice.
Be Attentive to Their Needs: Whether this means offering them an extra cup of tea during a service, providing an unsure client with recommendations and advice or just listening to them during their appointment, customers remember staff who show that they care..
Keep Your Team Happy: Don’t forget that happy stylists who feel satisfied with their jobs are much more likely to provide clients with a great experience. Make sure to communicate with your team and listen to their needs and concerns. Show them that you appreciate their work.
Hold Staff Meetings: On that note, your salon’s staff are the ones who have the most client contact and can give you feedback about what happens when customers visit. Talk to them, have regular team meetings to discuss important information and feedback- you won’t regret it.
Create an Inspiring Website: Your salon’s website is a great way to communicate with customers and get them excited about appointments.
It can help customers develop relationships with team members (staff bios are a big hit with new clients), get them excited about new services you offer and help them book appointments with confidence. Showcase photos of your salon’s work online, and post an up-to-date price list.
Have a Great Menu: Upgrade service descriptions both online and in your salons to engage each client and give them a better idea of what to expect. This may just give them the confidence to try out a new hair style or service.
Follow Up: Send out client emails after each appointment. This is a good time to remind them about their next booking, and an even better time to address any issues they may have had and ask for their feedback.
Letting customers feel “seen’ will set you apart from your competitors. Salons software can help you automate salon clients’ feedback by sending out follow-ups, satisfaction surveys and even review requests after each appointment.
And speaking of gathering feedback…
Salon Customer Satisfaction Survey Questions
To help you get started, we’ve put together some questions that you can ask new and regular clients in just a few minutes. Feel free to use this as a salon client survey template or as inspiration to design your own.
For New Clients, we recommend asking:
- How did you find out about us?
- Was the booking process easy?
- Did you have to wait long for your stylist?
- If so, how long was your wait?
- Did you receive a consultation at the start of your appointment?
- Was the salon’s environment welcoming and comfortable?
- Did your stylist offer any advice or make recommendations?
- Were you happy with the end result of your hair cut or appointment?
- Did your stylist recommend any products?
- Do you feel that the services were worth the cost?
- How likely are you to come back in the future?
- Would you recommend us to a friend or family member?
For Repeat Clients, some things you can ask are:
- Was your stylist ready for you when you arrived?
- Are they usually on time? How long on average, do you wait?
- Do you feel like your stylists listens to you and understands your needs/ goals?
- Does your stylist recommend products to help with hair care in between appointments?
- Did our team help you to schedule your next appointment?
- Would you like to try online booking?
- Are there any services that you would like to see us offer in the future?
- Are there any products that you wish we carried?
- What is your favorite thing about our salon?
- Would you recommend us to a friend or family member?
- Is there anything that we can do to provide better service?
Finally, we’ve done our best to answer some frequently asked questions:
How can I create a survey questionnaire for my salon?
One of best ways to put together a great survey questionnaire that beauty salons can use is by taking this template and customizing it to fit your salon’s branding- you can even add some questions of your own. Then, you can publish it on your site and social media pages. It’s that easy!
How can I share this salon survey template?
Salons software is the easiest way to gather valuable customer feedback for salon staff and management.
As well as sending customers automatic follow-up surveys and booking reminders, this software can help you interpret collected information about your customers and staff, such as the number of services booked, popular stylists and treatments, visit frequency and other key details.
It can help you identify the big and small things that you can do in your hair salon to keep clients happy and optimize the way that you market your services.
Having very satisfied clients is your salon’s best asset and most powerful marketing tool. It will help set you apart from the competition and bring in those all-important referrals, too.
If you find yourself asking how to improve customer satisfaction at your salon, you can start by asking the customers what they’d like best. Your staff and your clients will have some great ideas (and maybe an example or two) to help inspire you.
A strategy for customer satisfaction
An investigation into the determinants of customer satisfaction