What Makes a Great Salon Experience?

Wondering what makes a great salon experience?

Well, there’s more than one way to do it. If you’re a salon owner or salon manager, or if you have just opened a salon it’s essential you give your clients (and potential clients) the best hair and beauty service.

And it’s often easier than you think. To keep clients coming back, simple things like a friendly smile, eye contact, and a warm greeting will make people feel safe and comfortable.

But that’s not all.

To create a great experience for your clients, you need to make sure you define what you can offer.

What You Will Learn In This Article?

In this article, you’ll learn how to increase your client retention and create the best client experience. If you’re wondering what makes a great hair and beauty business, this information will help.

Jump To The Section You Like

  1. What Is A Salon Experience
  2. Define Your Customer Experience
  3. How Can I Improve My Salon Experience
  4. Conclusion

What Is A Salon Experience


To successfully attract and retain new clients, your in-house service needs to be excellent. You need to consider your people (employees) and the product that you’re offering.

Want to know how to greet a client in a salon? From the moment a person walks through the door and up to the front desk, they need to feel safe and pampered.

Success often stems from a warm and friendly team. You want appointments to be booked with ease and speed. Guests trust businesses that offer consistent customer service.

Keeping your booking numbers high relies on the memorable impressions your hair or beauty business leaves on a person. If your employees ignore your visitors or fail to cater to their needs, the client will remember...and potentially tell their friends.

You want to look busy but relaxed, and guests need to feel like they’re getting value for money.

If someone wants a high-end salon experience, they’ll usually pay a little extra for the service. What makes a salon high end? A professional, stylish set-up and a slick booking system that doesn’t leave clients waiting.

Define Your Customer Experience


Defining your hair salon's target marketing is one of the great ways to improve your customer service. Failing to identify who you want your business to cater to could end up being a costly mistake.

Including client experiences into your business plan will ensure you target the market directly. It informs how your staff behaves, how your website works, and even how rights reserved, a promotional photo will look.

It’s important you work out what your guests want when they walk through your doors by considering things like their:

  • Income
  • Gender
  • Age
  • Location
  • Values
  • Lifestyle

By refining your client, you’ll work out what they want from your salon customer service. This will inform your marketing plan, social media calendar and help accelerate your unique salon service ideas. To make your business a fully-booked hot spot, you need to give customers good service at every touchpoint.

A great customer experience promotes loyalty. Good customer service in hairdressing relies on you knowing your client’s needs. To elevate the salon experience, you could introduce a slick website with an easy-to-use online booking system from Belliata.

Slick software will help you stay in contact with your clients, plus it allows you to request important customer service surveys with minimal fuss.

Tasks in the salon that contribute to the client experience are important, but how you treat guests between visits could be what keeps them coming back for more.

Questions To Ask When Setting Your Experience

  • Do you carry out regular salon service training for your team?
  • How do your staff present themselves?
  • What does your interior design look like?
  • Do you make it easy for clients to book appointments?
  • Do you send appointment reminders via SMS?
  • How should clients conduct themselves?
  • Will you have a quiet calm salon or music etc?
  • How do you greet your clients on the telephone and when arriving in your salon?
  • Do you offer complimentary refreshments?
  • Do you offer snacks for clients in your salon?
  • What are your consultation questions?
  • What does your shampoo experience look like?
  • Do you regularly check your restrooms for cleanliness?
  • What is your checkout experience?
  • Are you keeping client notes for their next appointment such as favourite drink or to ask them about their recent holiday etc?
  • Do you recommend products to maintain the ‘look’?
  • Are you sending customer satisfaction surveys after visiting your salon?
  • How to deal with negative feedback from clients?
  • Do you remember their birthdays or anniversaries?

How Can I Improve My Salon Experience


Top 5 Ways to Improve Salon Customer Experience
Top 5 Ways to Improve Salon Customer Experience

Client feedback is a gift.

Learning what your guests like and don’t like will keep your clients happy. A great way to get feedback is by sending out a survey for clients to fill in.

You can then make improvements to your hair service based on the survey feedback.

If you struggle to get the surveys filled in, you could always offer an incentive.

To stay ahead of the game, keep an eye on what your competitors are practicing.

Read the reviews clients leave for them on sites like Google and Yelp. This will help you understand what people in your area do and don’t like.



From an efficient online booking system to how your employees greet your clients when they walk through the hair salon door, good service is imperative.

Tailor your customer service by defining who you want to attract and what they want to receive in-store.

Continually tracking your customer will keep you ahead of your competitors.

And if you love these ideas or have some other ideas that you've used in the past to promote your salon business, why not share them with the Belliata community in the comment section below. We would also be delighted to answer your questions, as well.


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