{"id":143938,"date":"2024-07-24T09:30:00","date_gmt":"2024-07-24T09:30:00","guid":{"rendered":"https:\/\/www.phorest.com\/blog\/above-beyond-customer-service-ideas-small-things-make-the-biggest-impact\/"},"modified":"2024-10-24T19:04:33","modified_gmt":"2024-10-24T19:04:33","slug":"above-beyond-customer-service-ideas-small-things-make-the-biggest-impact","status":"publish","type":"post","link":"https:\/\/www.phorest.com\/au\/blog\/above-beyond-customer-service-ideas-small-things-make-the-biggest-impact\/","title":{"rendered":"Going Above &#038; Beyond: Small Customer Service Ideas That Make a Big Impact"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:42%\">\n<figure class=\"wp-block-embed is-type-rich is-provider-spotify wp-block-embed-spotify wp-embed-aspect-21-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Spotify Embed: Going Above &amp; Beyond: Small Customer Service Ideas That Make a Big Impact\" style=\"border-radius: 12px\" width=\"100%\" height=\"152\" frameborder=\"0\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\/\/open.spotify.com\/embed\/episode\/5CZJNsGJKzYNcqNdxS1vZk?si=6d52002afc3342a0&#038;utm_source=oembed\"><\/iframe>\n<\/div><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:58%\">\n<p class=\"pl-10\"><strong>Good customer service can go a long way with your clientele. <a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\">83% of people are willing to pay up to 16% more<\/a> for better customer service. If that\u2019s not impressive enough, a whopping 64% of clients say that great customer service and the relationship they have with their salons is what keeps them going back to their salon of choice.<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<p>From personalised attention to added convenience for clients, elevating your salon\u2019s customer service experience can boost your revenue, enhance your salon\u2019s reputation, build trust, and ensure your clients keep coming back.&nbsp;<\/p>\n\n\n\n<p>Here at Phorest, we aim to provide you with the best possible customer service methods, helping you turn one-off clients into repeat bookings. If you\u2019re looking for ways to improve your salon\u2019s customer service, then this list could help.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Create a Signature Welcome Ritual<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"665\" src=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115433\/spa-salon-women-relax-selfie-skin-care-eye-patch-smartphone-using-together-center-weekend-device_t20_xX3weQ-1-1024x665.jpg\" alt=\"\" class=\"wp-image-143770\" srcset=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115433\/spa-salon-women-relax-selfie-skin-care-eye-patch-smartphone-using-together-center-weekend-device_t20_xX3weQ-1-1024x665.jpg 1024w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115433\/spa-salon-women-relax-selfie-skin-care-eye-patch-smartphone-using-together-center-weekend-device_t20_xX3weQ-1-300x195.jpg 300w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115433\/spa-salon-women-relax-selfie-skin-care-eye-patch-smartphone-using-together-center-weekend-device_t20_xX3weQ-1-768x499.jpg 768w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115433\/spa-salon-women-relax-selfie-skin-care-eye-patch-smartphone-using-together-center-weekend-device_t20_xX3weQ-1-1536x997.jpg 1536w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115433\/spa-salon-women-relax-selfie-skin-care-eye-patch-smartphone-using-together-center-weekend-device_t20_xX3weQ-1-2048x1330.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Welcome rituals can make your clients feel welcome and appreciated. They can also make your salon stand out from similar businesses in the area and create a memorable&nbsp; \u201c<a href=\"https:\/\/mailshake.com\/blog\/brand-association\/\">positive brand association<\/a>\u201d every time they come in. Consider offering clients a personalised welcome drink \u2013 something in line with your salon\u2019s theme can boost your branding and delight clients at the same time. You could also offer seasonal drinks: a cosy hot chocolate in the cooler seasons and something light and fresh in summer.<\/p>\n\n\n\n<p><em>Pssst: Phorest clients<\/em>,<em> House of Quirk in Northwich<\/em>,<em> have mastered the art of providing welcome drinks on arrival, offering a wide array of seasonal drinks and treats for their clients to enjoy. You can check out their story and learn how they\u2019ve nailed the art of community-focused customer service <\/em><a href=\"https:\/\/www.phorest.com\/case-study\/house-of-quirk-salon-case-study\/\"><em>here!<\/em><\/a><\/p>\n\n\n\n<p>If you want to go the extra mile for your clients, offering something a little extra can go beyond your welcome ritual. Going back to that \u201cpositive association\u201d, could you implement the following to make your salon stand out from the competition?<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Candles or diffusers that create a \u201csignature scent\u201d that your clients recognise every time they walk in your door<\/li><li>A customer service manifesto that includes \u201cnon-negotiable\u201d ways of communicating with clients, such as ensuring everyone is greeted when they enter the salon or offered a refreshment when they sit down<\/li><li>Investing in more comfortable chairs in your waiting or treatment rooms for clients to relax in<\/li><\/ul>\n\n\n\n<p>Your signature welcome ritual and customer service \u201cextras\u201d should be practiced with all clients who book into your salon \u2013 from new arrivals to regulars. Be sure to update your team on these developments, and encourage them to practice them to be streamlined across your salon \u2013 and in other branches.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Take Comfort and Accessibility Into Account<\/h2>\n\n\n\n<p>Our blog about creating a <a href=\"https:\/\/www.phorest.com\/blog\/creating-a-menopause-friendly-salon\/\">menopause-friendly salon space<\/a> details the importance of inclusivity, comfort, and accessibility in salons. As a premium business, this should be at the top of your mind when considering how you smash your customer service offering.&nbsp;<\/p>\n\n\n\n<p>Consider your salon\u2019s layout. Are there step-free access areas for wheelchair users or clients with mobility issues? If not, are there ramps or wider doorways installed, so all clients can access each necessary area?<\/p>\n\n\n\n<p>&nbsp;Accessibility and inclusivity can extend outside the realm of physical disabilities. Some clients may require alternative accommodation during their visits. Individuals with autism, sensory processing disorder, or ADHD can often become overstimulated in a salon environment due to the bright lights and loud sounds.<\/p>\n\n\n\n<p>To make your salon accessible to people with sensory conditions, consider offering \u201csilent services\u201d as a <a href=\"https:\/\/www.phorest.com\/features\/digital-consultation-forms\/\">checkbox on your consultation forms<\/a>. A serene environment allows clients to feel less overwhelmed and enjoy their service at the salon, which, in turn, translates to great customer service.&nbsp; Whether implementing this at a particular time in your salon or building a space around it, it\u2019ll make a safe and comfortable space for neurodiverse clients \u2013 and build their trust in you and your salon.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Follow Up \u2013 and Make it Personal<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115300\/GettyImages-1224798894-1-1-1024x683.jpg\" alt=\"\" class=\"wp-image-143752\" srcset=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115300\/GettyImages-1224798894-1-1-1024x683.jpg 1024w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115300\/GettyImages-1224798894-1-1-300x200.jpg 300w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115300\/GettyImages-1224798894-1-1-768x512.jpg 768w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115300\/GettyImages-1224798894-1-1-1536x1024.jpg 1536w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115300\/GettyImages-1224798894-1-1-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>People love to feel seen and heard. Make the most of this by keeping <a href=\"https:\/\/www.phorest.com\/features\/salon-crm-software\/\">personalised notes about your clients<\/a>. Consider expanding from when their next appointment is to big life events. Do they have a big birthday coming up? Have they recently experienced loss? Did they get a new style recently that requires some follow-up care?<\/p>\n\n\n\n<p>Take all these factors into account when engaging with your clients. These can be great for building personalised reconnection messages. In our <a href=\"https:\/\/www.phorest.com\/blog\/salon-owners-guide-to-client-retention\/\">blog about client retention<\/a>, we also recommend making notes about the topics they share \u2013 such as kids\u2019 names and life events \u2013 and referencing these topics when they visit. To really \u201cwow\u201d them with a personalised experience,&nbsp; how about offering a complimentary service during birthday month visits, or <a href=\"https:\/\/www.phorest.com\/features\/salon-loyalty-program-software\/\">extra Treatcard points<\/a>?<\/p>\n\n\n\n<p>On the topic of following up, at the end of your client\u2019s visit, why not ask them how they feel about their time at your salon? If you don\u2019t have time to do this while they\u2019re there in person, explore the idea of sending an <a href=\"https:\/\/www.phorest.com\/features\/salon-reputation-management\/\">automated review <\/a>request to see how you\u2019ve done. Collecting continuous feedback allows you to stay informed on the things going right in your business, and the things that need improvement.<\/p>\n\n\n\n<p>Staying in a communication loop with your clients doesn\u2019t just help your clients bond with your team, it also elevates the level of customer service they receive. This personalised service and attention to detail will encourage clients to return to your salon \u2013 choosing your service over competitor offerings, over and over again.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Educate Your Clients<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115359\/Premium_Consultations_BeforeAfter-1-1024x682.jpg\" alt=\"\" class=\"wp-image-143761\" srcset=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115359\/Premium_Consultations_BeforeAfter-1-1024x682.jpg 1024w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115359\/Premium_Consultations_BeforeAfter-1-300x200.jpg 300w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115359\/Premium_Consultations_BeforeAfter-1-768x512.jpg 768w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115359\/Premium_Consultations_BeforeAfter-1-1536x1024.jpg 1536w, https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2024\/07\/17115359\/Premium_Consultations_BeforeAfter-1-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>While hairdressers and barbers are trained in working with different hair textures, the same can\u2019t always be said for clients. In the beauty industry, you may work with clients who don\u2019t know how to tackle the issues that come with sensitive skin or how to style their type 3C curly hair. Your client may leave your salon looking and feeling their best, but not know how to continue this care at home. Educating them with information like a detailed skin or haircare routine or product suggestions can help them maintain that glow at home, which can make your salon stand out and attract satisfied repeat clients back in.<\/p>\n\n\n\n<p>The benefits of education go two ways; not only does your client receive a personalised, professional service, but using this time to recommend products can help you boost retail sales and increase your clients\u2019 bill.&nbsp;<\/p>\n\n\n\n<p>Additionally, why not send <a href=\"https:\/\/www.phorest.com\/features\/salon-marketing-software\/\">personalised marketing material<\/a> that keeps your clients informed of special offers, personalised services, or salon events? By taking the time to do this, you\u2019re showing your guests that you care as much as they do about how they look and feel inside and outside the salon. They\u2019ll also know that they can trust you with questions about their skin or hair, boosting their loyalty to your business.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Engage with the Community<\/h2>\n\n\n\n<p>Hannah McCann, a lecturer in Cultural Studies at the University of Melbourne, describes how some salons across Australia and the US <a href=\"https:\/\/theconversation.com\/more-than-skin-deep-beauty-salons-are-places-of-sharing-and-caring-127006\">operate as community spaces<\/a>. We\u2019d encourage you to do the same! By engaging with your local community, you can build relationships and establish your business as part of the local network, keeping your salon top-of-mind when people in the community are looking for a salon to visit.<\/p>\n\n\n\n<p>Consider getting involved in the community by partnering with local organisations. This could include offering vouchers during charity events, visiting hospitals to provide treatments to patients, or collaborating with like-minded, community-oriented businesses. Not only does this help build valuable community connections, but it can also help increase your client base, through word-of-mouth marketing and positive branding.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Premium Customer Service \u2013 You Can Do It<\/h2>\n\n\n\n<p>Great customer service can distinguish your salon from the competition. With strategies like an enhanced in-salon experience, accessibility practises, great client communication, and community engagement, you can significantly improve the client experience.&nbsp;<\/p>\n\n\n\n<p>These customer service strategies will also help you and your salon staff build valuable relationships with your client base. Have you implemented any of these strategies? Share your success stories with us in the comments below!<\/p>\n\n\n<div class=\"align wp-block-bannercta\">\n\n\n<div class=\"relative lg:mb-10 overflow-hidden bg-green-dark\" >\n  <div class=\"container py-16 px-12 lg:py-24 flex items-center  justify-center  flex-wrap relative z-10\">\n   <div class=\"w-full mr-0 mb-6 md:mr-12 md:mb-0  md:w-2\/3 \" >\n   <h2 class=\"text-white mb-2 text-3xl text-center md:text-left lg:text-4xl\" style=\"color:white;\"><p>Phorest helps streamline customer service for you and your team.<\/p>\n<\/h2>\n  \n  <\/div>\n                      <a href=\"https:\/\/www.phorest.com\/au\/custom-demo\/?request_type=Demo%20request\" style=\"color:white; text-decoration:none;\" class=\"rounded btn-demo-cta button bg-red text-white hover:bg-red-light md:px-8 rounded-none mb-4 sm:mb-0\" data-ol-has-click-handler=\"\">\n                  Book a Demo!\n              <\/a>\n            <\/div>\n<\/div>\n\n\n<div>\n  <div class=\"acf-innerblocks-container\"><\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>It\u2019s the little things that count. We\u2019ve all heard that before. But we do tend to forget it when the bigger day-to-day stuff preoccupies our time.<\/p>\n<p>But today we thought we might take a breathe and look into some new, unique customer service ideas that can really make your business stand out from the pack.<\/p>\n","protected":false},"author":40096,"featured_media":124049,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[5926,5465],"tags":[6641,5568],"class_list":["post-143938","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-sales-marketing","category-management","tag-customer-experience-au","tag-customer-service-au"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Above &amp; beyond customer service ideas | Phorest Blog<\/title>\n<meta name=\"description\" content=\"With the daily pressure always present, it is difficult to not think of the big picture stuff. 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