Peter lunn: improve business with a care surge
Published
21st Oct 2008
by sophieh
Business Extra
Peter Lunn, The Business Coach
Improve yourself, your business, your team
The effervescent Peter Lunn opened his presentation promising that after his 60-minute stint onstage, the audience would learn something, feel inspired and be motivated. And judging by the cheers at the end, he didn't disappoint.
Peter said people management is core to a successful business and all-important client retention.
And this theory culminated in his Care Surge four-point plan for keeping those customers coming back.
The Care Surge:
- Invite advice: Put up a notice saying to clients that if they're dissatisfied with the salon's service, they can call a confidential response number. Promise them a call within 24 hours. It's an invaluable opportunity to learn what you're doing wrong and act on it quickly
- Client survey: Keep it simple, with just a few important questions and make it easy for the client to complete. Take the salon's 'temperature' everyday. And offer them an incentive to fill it in
- Free roam policy: Let your clients know you won't be offended if they wish to move to a new stylist - after all, they're a client of the salon, not just of one person. Better they move within the business than leave altogether if they're unhappy with the service
- Call backs: Every day the receptionist, salon manager and stylists should call a small selection of clients from the previous day, and find out about their experience. They'll feel special and you get to find out exactly what you're doing well and where you can improve.
Peter Lunn on HJi
