| Customer loyalty will probably be the lifeblood of | | | | even automated emails. |
| your hair salon. Not only will creating loyal customers | | | | Consistency is Key |
| ensure increased revenue from each customer, but it | | | | At the same time as these strong connections |
| will drive their referrals to other customers and | | | | between stylists and clients are encouraged, you |
| perhaps the rest of their families. | | | | must avoid the pitfall of having a few superstar |
| The Stylist Connection | | | | stylists who can't handle all of their appointment |
| Creating strong relationships between stylists and | | | | requests. Not only will they be able to demand higher |
| customers may be the best route to lasting | | | | and higher salaries and credibly threaten to break out |
| customer loyalty. To allow for this, customers must | | | | on their own, but you will lose sales when other |
| be relatively assured that they can get the same | | | | stylist stations go unused. |
| stylist when they return. Keeping low employee | | | | Make sure all staff are consistently trained and have |
| turnover is a first step and this can be done by | | | | the skills and support they need to become customer |
| keeping your employees happy over the long-term. | | | | favorites. Although some may still rise to the top of |
| Offer a comfortable work environment, competitive | | | | the pack, if customers see that they get consistently |
| salary, and bonuses based on performance to make | | | | high quality service no matter who they work with, |
| your best staff feel appreciated. An appointment | | | | they will learn to value the salon even when they |
| system that allows for customers to reliably reserve | | | | cannot get their favorite. |
| the stylists they want is the second step. | | | | Other Direct Loyalty Incentives |
| Stylists might often remember regulars and their | | | | Loyalty programs that encourage repeat visits |
| desired styles on their own, but encouraging them to | | | | through a bonus program can be useful. However, be |
| document their clients to offer better service as | | | | careful to maintain the premium brand image of the |
| they return can systematize these efforts. With a | | | | firm. Customers who think the main reason to keep |
| CRM (customer relationship management) database | | | | coming back is to get the tenth haircut free, may |
| system, the salon can use computers to support this | | | | also be customers who would easily try the |
| work, making client information available to all staff. | | | | promotions from a cheaper salon. Making the service |
| The CRM system can be used to schedule customer | | | | more valuable and proving why it is worth its price is |
| appointments proactively, by reminding customers | | | | preferable to encouraging customers to return |
| when it is time to return through calls, postcards, or | | | | because of cash savings. |