As a Salon owner, through our Winter months, which in FLorida is always busy…..I entertained my clients. I kept them happy through promotions, events, decorations, packages and more!

Many children would bring their visiting elderly parents in and we would pamper them. When the parents left, the children came back because we treated their family so well.

Many of our snowbirds were regular’s. They looked forward to coming back and there were several cases to where they ended up moving here permanently. Permanent for them, also mean’t permanent for us.

Our seeds was in how we treated them. Some constant form of genuine excitement that kept them wanting to come back.

I also kept in mind when we talk about Seasons, we are really talking about type of client. Think about this. How many of your clients always make sure they are booked through the Holiday, but the rest of the year is much more flexible. In addition, you see the people who come In off of Gift Cards, that normally would not come in. And, there are always the Holiday party goers. Those who come literally 1x per year….maybe 2x if they happen to have another occasion.

So, when dealing with this type of client, what seeds can you plant?

• You can add $5.00 to their account for each referral
  How about a discount off another service
  How about a birthday incentive (you do get their birthdays don’t you?)
  How about a complimentary AA treatment
  What does your retail shelf say?

There are so many options. We just can’t forget that our seasonal clients CAN become our permanent clients.

One of the things I learned to do which I highly recommend. Order labels with your name and contact info to place on each item you sell retail. When they want or need more, do you want them to go to Amazon, or do you want them to come back to you? Make it easy for them to find you. Anymore, you can order labels very inexpensive through your local printer or you can purchase the blank labels at your local supply store, and print them yourself.

And, speaking of retail. NOW is the time for you to jump out of the box. Clients aren’t looking for the regular items you sell. They are looking for different. Now is the time for you to try some new things.

I realized early on, the Holiday Season can beat you down.  However, if you embrace it and look at is as an opportunity, you will for sure enjoy it a whole lot more.

Don’t forget though, keep your customer service happy face on, be kind…be gentle.  Be empathetic towards your stressed out clients and be the ONE….who brightens their day.

And, keep In mind you are doing this to plant the seeds for future Business.

Happy Planting

Also in this past week, I’m managing some affairs for my parents and needed to seek out other options for their cable/phone/internet service.  One of the carriers in their area is Comcast.  I worked all over their website, and could not find a phone # to call.  It was so frustrating.  I didn’t want to answer their “on line” questions.  I didn’t want to give them details of my interest….I just wanted to speak to someone.  I actually had to go into the chat section and request a physical phone #.  It was a grueling, time consuming process.  Do they not think about these things?

Again, what are you telling your clients?

This reminds me of a commercial for a phone system called Grasshopper.  Their commercial is about a client attempting to reach someone and the message they hear is something to the affect “text me, message me, find me on SM, email me and if I remember to check all these places, you may get a call back from me”.  It sounds so stupid, but it was dead on with the message.  You have got to make it easy for your clients to reach out to you.

Again, what are your processes telling  your clients?

Is your website client friendly.  I know first hand how difficult it is to satisfy every mentality out there. Not everyones brain works the same. What might be easy to someone, can be challenging to others.  However….although we know we can’t make everyone happy…..do you have contact information easily available for your clients or potential clients to reach you?

Is it easy to locate you?  I’ve traveled all over and it’s frustrating.  You go into a Salon Suite and there is no one to send you in the direction you need to go.  I end up walking around in circles because either the information I was given or it was outdated on their website offered no instruction.  The same goes for a free standing Salon.  How about a landmark?  Something really visible for your clients “ease of access”

What about your front desk team?  Do they acknowledge your clients when they enter your building.  I’ve gotten warmer greetings from Chipotle than many of the Salons I’ve visited.  Not a warm and fuzzy experience.

I can remember visiting a local restaurant near our home.  It was a beautiful day, we wanted to eat outside, so we sat at a table visible to the inside.  A waitress never came out until a group of 4 people sat at the table next to us.  When she did come out, she obviously knew them and greeted them with hugs.  NEVER saying a word to us.  It was shocking.  So much so, we ended up leaving.   For months we never went back.  That’s lost revenue for that Business.  Client experience is everything.

As we come into the Holiday season, many tend to get stressed out.  Both clients and us.  However, we have to maintain the higher ground and remember….our clients support us.

I suggest you do a lot of review and do it now

• Is your reception a really good reception?
• Is your website user friendly…..can someone find you if they wanted to
• Is your team informed

Our Holiday business in our Salons dictate what the following year will bring.  It’s your opportunity to maintain all the Business you get from new clients.  Will they want to come back?  Will they remember you “for the good”?  Will they give you a raving review?

It’s time to evaluate before it too late.

So, when I MEASURE SUCCESS –

• I look at “who did I help today, not who did I sell”
• I think “am I doing the right thing?” always…..even when no ones looking.
• I look at being the best I can be.
• I think about being positive
• I think about being accepting

Think about it.  Are you doing yourself an injustice by measuring your success through monetary things or do you measure success by the person you are?