PROMOTION
First impressions How to build a seamless customer experience, by Mindbody’s Stephanie Jennings look at the furniture and other items in each space. If they don’t enhance the customer experience, remove them. Keep in mind that each client will have different preferences. Try to make choices that accommodate everyone while still creating a unique atmosphere. Give a little, get a little. Your customer experience provides a wealth of opportunities to go above and beyond
expectations. What can you offer your clients throughout their journey that will surprise and delight? Complimentary water, tea or snacks? Perhaps a glass of wine or pint of beer during an evening appointment? A shoulder and scalp massage during their service? Give something extra. Your clients will likely remember your gesture and reward you with loyalty.
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ut yourself in your clients’ shoes and walk through every step they take with you. How can you stand out from the competition? Where can you offer something exceptional? Be visible and inviting. Before clients arrive at your salon, make a great first impression. Make it easy for people to find you online and get them excited about their visit with engaging visuals on your website and social sites. Add photos of your space, descriptions of services and information about your staff and publicise events to draw them in your doors. Create and curate your physical space. Walk through your salon as if you were a client making note of everything you see, hear, touch and smell. Consider the temperature, lighting and colours in each space. Should you play music or fill the air with specific scents? Take a
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