You spend years building a loyal client base, recruiting a talented team and then lose half of your client base overnight. Your stylist or therapist leaves the salon and without you knowing, they take the salon client details with them. It happens. A lot. The scary reality is that most salon owners don’t realise what’s going on until it’s too late. This is, of course, totally understandable. Leadership is trusting and having the courage to let your team exercise their own values. There are, however, measures you can take to reduce the likelihood of your stylists or therapists taking clients with them whilst still making them feel appreciated and trusted.
I am a sucker for a self-development book; particularly when it comes to running a business or taking customer satisfaction to the next level. The problem with reading lots of books, though, is that you find it hard to recall what you have read and their valuable lessons. The second major bug-bear is that you often consume somewhere between 200 and 1,000 pages to cover something that could be summarised in a blog post. The only trouble is, who’s going to do that for you with salon books?! Well, on this particular occasion, that would be us!
I read a piece of research carried out recently by experts in Harvard Business School. Frankly, it scared me. After doing thousands of hours of research across small businesses, they discovered that only 4% of people who have a complaint or negative experience with a business will ever tell the business owner, staff member or manager. FOUR PERCENT!
Christmas is a time for sharing and bonding. From a business point of view, it’s also a peak time for you to increase referrals, build brand awareness and overall get people talking about your salon. So why not do something different? Grab your clients’ and clients’ friends attention and interest: try out some of our Christmas competition ideas.
Every great business owner in this industry has made many salon marketing mistakes – it’s 100% normal. Testing by trial and error is a necessity: it’s what will help you find out what marketing strategies work for your business.
From working with thousands of salons for over 10 years, we’ve observed, learned from and experimented with almost every salon marketing technique – from price to promotion to retail both online and off. Here are 5 marketing mistakes examples to avoid. Save yourself money, but even more importantly, a lot of time.
It happens. At one point in your career, you will see typical salon indicators someone is thinking of resigning. Stylists and therapists move around, particularly in the earlier days of their career. Some salon owners in fact think that as a manager and leader, it’s their obligation to invest in people’s futures by preparing them for the next opportunity, even if it isn’t in their salon. If you are lucky enough to have a linchpin on your team, you’ll want to keep them as long as possible. Below is a list that may help you identify a few traits in those who are feeling uneasy!
If selling is truly an art that need to be learnt, the act of selling a product to a customer shouldn’t be a performance. Avoid these top three salon misconceptions when pitching to clients and effectively reduce the chances of coming across as salesy.
When used appropriately, salon email autoresponders are a great tool that keeps your clients informed freeing up time for you to look after appointments, manage stock or whatever it is you urgently need to get done. But like everything online, there’s an etiquette to it! Here’s a few things you should know for your autoresponders to be viewed as more of a benefit than an annoyance.
There are new salon marketplaces or directories launching every week. It is easy to see why sites such as Wahanda and Salon Spy are attractive to salons as partners because they come with the promise of getting more new clients through your front door.
Today I’m going to deep dive into how these sites work and investigate what impact it has on your salon; explain the client journey across all of these sites and the psychology behind them plus uncover the detrimental impact they are having on the industry.
The team here in Phorest talk to hundreds of salon owners every single month. Often, we hear salon owners talk about the salon jobs they need filled and the type of person they are looking for. Equally, when it comes to the salon jobs that they have already hired for, we hear in some instances about an under-performer – a therapist or stylist who is capable of so much better.
It happens in every business worldwide. No matter how tight your recruitment process is, sometimes someone walks through that door on day one that you have invested time, money and hope in, and unfortunately, they do not meet your expectations.