Saturday, March 23, 2013

Customer service tips for my hair salon

Reception
Dear hair salon,

I’ve been a regular customer of yours for more than two years now. I love that you’re with in walking distance from my home. The colour tech team is awesome, especially Sabrina. She does a great job of keeping my colour in check and making sure everyone else takes good care of me when I visit.

As much as you hold yourself up as a salon excelling in customer service and charge clients a premium for that privilege, here are some tips:

  • Adopt a competitive pricing model for products. Charging at least $4 more per bottle of shampoo than other distributors encourages your customers to shop elsewhere.
  • Please don’t post your email address on the “Salons & Services” contact page of your website. How else will customers and prospects know you “don’t reply to emails” when they’re trying to book an appointment?
  • When I call to book an appointment, I often get voicemail. Presumably this is because customers who are at your front desk are your first priority and getting the attention they deserve. If that’s the case, when I show up to book an appointment in person, please don’t ask me to “please wait a minute” while your consierge answers the phone – five times, including internal phone calls(!) – and there’s a lineup.

Thank you,

Eden

Reception (Photo credit: austinevan)

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3 comments:

  1. I recently moved so found a new salon and really appreciate that I can book an appointment through their website.

    ReplyDelete
    Replies
    1. Guin, you're lucky. I tried making an appointment by email several months ago and followed up by phone a few days later only to learn they don't respond to email.

      Delete
  2. Customer service is always important as it is going to help you future further to gain more employees.

    ReplyDelete

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