Customer service and building loyalty // Lessons learnt from my hairdresser
Original photo by Marc Samsom used under Creative Commons License
This post is by guest contributor Viv Smith of Poppy Sparkles. She creates lasting pieces of birthstone jewellery that are fresh and contemporary with a classic style, making them pieces to love, wear and cherish. Today, Viv’s sharing lessons learnt from her hairdresser about customer service and building loyalty- Isa
When it comes to hairdressers I used to be pretty fickle. If I spotted a salon with a great deal I had no qualms with ditching the latest hairdresser in favour of the special offer.
Then a few months back a flyer came through offering a great reduction on a cut and colour just when I was looking to treat my locks to some colour. Normally I would have snapped the offer up. I nearly did. I nearly made that call to book an appointment. But, then I rang the salon I’ve been going to most recently and booked in there with no promise of a discount.
Woah! A hair salon had managed to get my loyalty?! And then I wanted to know why. Just how had they got me to forgo making a pretty saving on a hair appointment. And of course, I wanted to know if it was something I could apply to Poppy Sparkles.
I can actually tell you when my loyalty was sealed. It was the day Gemma did my hair. She was patient with me as I struggled to decide on what colour to have applied to my hair. She chatted WITH me, not at me as she completed the task of applying the colour and foils. She then offered me a proper blow dry or to have it straightened with heated straightening irons. I took the proper blow dry.
But here was the biggy. As she finished up and made sure my hair was just right and spritzed it with some spray to hold it she told me how much she had enjoyed doing my hair. How she loves doing colour as it transforms a person’s look without the permanency of a completely new cut. She also told me how she loves to do a proper blow dry despite it taking longer than a rough dry and an ironing session. My hair is naturally wavy and although fine, there is a lot of it. Drying my hair is a laborious task, but she made me feel like I had made her day by letting her do my hair. I left feeling great. I had a smile because I had new hair. I also had that lovely feeling you get when you’ve made someone else happy and it made my whole hair appointment that bit sweeter.
And do you know what, I realised that that is how I make my customers feel. I love making up their orders and spending the time with them working on bespoke commissions. So why didn’t I tell them?
Tell your clients. Tell them you are looking forward to starting work on their order. Tell them that you enjoyed creating their special piece. Let them know that happiness, love and enthusiasm went into their purchase. It will make it all the more enjoyable for them. And it will encourage loyalty.
How do you try to make the shopping experience that little bit more special for your buyers? Share in the comments!