Clients trust their stylist

Stylists and colour technicians are often the most trusted confidante of their client and in the eyes of many, are more dependable than doctors, partners, family and even priests! Trust is, however, something that has to be earned over time and can be destroyed easily by an unsatisfactory salon service.

In the eyes of your clients, you are only as good as the last cut or colour completed which is why every client appointment is equal in its importance. Allowing clients to leave the salon with a haircut that is uneven or colour that isn't quite what you - or they - wanted is simply not good enough. It is a common known fact that clients will tell more people about a bad experience than a good one and you don't want it to be your salon name that is being discussed with negative connotations.

Client feedback forms, mystery customer visits and simply asking for an opinion are all ways of judging how your clients feel about the service they receive in your salon, but do you ask and perhaps, more importantly, do you listen to their responses and act on them?

Sharing feedback - both positive and negative - is important and dealing with any issues that may arise in a consistent manner is imperative; actions taken should also be despite the individual's position within the salon team. Poor service is poor service regardless of who has carried it out.

Jayne x