Episode 67

full
Published on:

15th Apr 2024

YOUR CUSTOMER JOURNEY PT 2 - WELCOME

Welcome to Part 2 of the Customer Journey series I'm sharing over the next few weeks.


The Welcome you provide for your clients is a fundamental part of why they revisit your business. If you get your welcome right, it tells the client that they've chosen well, that you align with them and that you are a pleasant and positive place to spend their money in return for the service you provide.


Everything we do within the salon industry is about providing service and that service needs to be consistently at the same high standard. Everyday should be an award-winning salon day, whether you've won awards or not. As an industry we should all be operating at that level to elevate the consumer view of what we do and to ensure that we represent our industry well.


How you greet your clients when they arrive often serves as the first in-person-contact they have with you and your business and sets the tone for their experience. Creating a welcoming space will enhance, even subconsciously, their likelihood of returning as they’re eyes, ears, nose, and hands will be filling up their senses of what they are experiencing. Check the following areas:

 

· Ensure the entry/reception area is clean, organised, and easy on the eye

· Give a warm welcome by using their names and mentioning the service they're having, those touches mean a lot

· Make sure you're attentive, friendly, and knowledgeable about salon services and any offers you have

· Offer refreshments, current magazines etc that fit your client demographic


Subconscious messaging will be picked up by your client and will reinforce their internal 'I'm in the right place' checks.


How does your current Welcome look? Could it do with a review? Remember first impressions count and those first impressions are revisited every time they come for their service.


Join me on my Facebook group and look forward to sharing more on Customer Journey next time.



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The Inspiring Salon Professionals podcast is hosted by me, Sue Davies, and is produced from start to finish by just me. I love recording the episodes and bringing you current salon industry thoughts, guidance an expert interviews. To help the podcast stay online your contributions are warmly welcomed.
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About the Podcast

Inspiring Salon Professionals
The Podcast to Help Salon Professionals Grow Careers & Businesses
Welcome to Inspiring Salon Professionals, the Podcast that allows every salon professional, whether new or experience, to level up, build their business and career and reach for their dreams.

Inspiring Salon Professionals is a blend of host, Sue Davies, covering different topical subjects within the salon industry and interviews with salon owners, industry leaders and other professionals that can share their knowledge and experience on practical skills, business skills and creating a client welcoming space. Some of the areas the podcast will cover are: * Career Development * Mindset * Recruitment and Job Hunting * Inspirational Stories from Experienced Salon Professionals & Owners * Sales & Marketing * Client Experience * Building a Brand * Salon Development * Designing your Workspace * How to Start a Salon Business The podcast covers subjects from the beginning of your career to becoming an award winning business owner and everything in between. Sue Davies is an award winning salon owner and industry professional who has been in the salon industry for 20 plus years and has qualifications in nails, beauty, holistic therapies and the mind changing Control System, as well as an educator and assessor. She has gone from a home/mobile worker to self employed salon based, back home to a purpose built salon cabin and onto salon and academy ownership. Since 2005 Sue has held a few other roles along the way in trade association management, national nail competition management, judging internationally and nationally for practical nail competitions and business categories within the Scratch Stars awards system. Sue has spoken at Professional Beauty events on career development and the journey from mobile/home salon to salon owner and how to make the leap. Between 2020 and 2022 Sue was a co-founder and Deputy Chair of The Federation of Nail Professionals. In 2022 she sold her successful and award winning salon, Gorgeous Nail & Beauty Emporium in Bexley, Kent so she can take new directions within the industry.

In 2023 Sue became co-creator and founder of Salon Education Journal, as Editorial Director. SEJ was an innovative and collaborative education publication with a heavy lean into creating successful salon businesses and academies which was part of a business partnership that has now disbanded.

Sue's current business is Inspiring Business Excellence, of which the ISP podcast is part, which offers business mentoring, client journey/experience guidance and audits as well as helping business owners impactfully address their limiting beliefs with the Control System to make rapid change in confidence, anxiety, overwhelm, and many other mindset challenges. Find out more at www.sue-davies.com.

From time to time there may be the odd explicit word used although generally this should not occur.
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Sue Davies