CLIENT JOURNEY PT 3 AMBIENCE
Welcome to the third part of my series on Customer Journey where we're exploring the variety of ways that you connect with your clients.
The ethereal nature of ambience is that something that your client may not be able to exactly put their finger on until it’s not right. Ambience is that feeling of niceness, comfort, and Mmm. It’s things like your venue being clean, hygienic, tidy, the right lighting, good brand colours, a clean toilet (yes, that’s part of it too, believe me as a someone who’s been mystery shopped and read mystery shop reports as a judge many times, I’ve witnessed several comments on how clean or dirty a client toilet was.
Things to look out for are…
· Lighting – soft in treatment rooms, task lighting at workstations, good lighting in your welcome area. If you only have one space, then have a mix of lighting elements so you can brighten or dim depending on task at hand
· Hygienic work areas, meaning no messy wax pots, no nail service dust, clean bottles. This type of attention to detail is not noticed when it’s done but when it’s left out of daily routines it’s the elements that the client will remember negatively.
· How are your work areas set up to welcome a client? What is your towel set up like? Do you use a heated underblanket or a cool blanket if you have clients that are going through menopause and may need something cooler.
· How do you adapt your service for clients that may need other types of support, providing inclusive based services for other humans that you need extra awareness to help them feel they can connect with you. Think of the deaf community, neurodiverse people, menopausal women - the list is quite endless but if you can hone in and show you understand, can adapt services and can assist them they will arrive and be loyal to you in the longer term.
The website is going to be moving to a new home shortly, so the best place to connect is on my Inspiring Salon Professionals Facebook group and I also host and manage a group called UK Salon Professionals & Education Providers Business Advice & Guidance where there is a collective of approved experts and coaches to help you grow your business.
