Elevating Client Experience: A Deep Dive Into Nine Key Touch Points

By Marie Drever, Senior coach, The ZING PROJECT.

In our amazing industry, client satisfaction isn’t just about the end result; it’s about the entire journey! From the moment your client steps into your space to their follow-up appointment, every detail matters.

Each interaction plays a vital role in shaping their experience and fostering long-term loyalty between yourself and your client.

Standing out and making an amazing impression is only one piece of the puzzle, sustaining and retaining your clients is vital to creating a sustainable business. Today, I want to explore what I believe are nine crucial “touch points” tailored specifically to our industry and the impact they can create in your business. So, without further ado…

Point One, “The Greeting”. Setting the tone with warmth and hospitality. The initial greeting sets the stage for the entire salon experience. A warm smile, personalised welcome, and friendly demeanour instantly put your clients at ease.

Using their name, maintaining eye contact, and acknowledging any delays demonstrate professionalism and respect for their time. It’s important to also remember that the whole team should be greeting every client on arrival, welcoming them into your community and space.

Point Two, “Data Collection: Understanding Client Needs and Preferences”. Gathering comprehensive information about your clients’ preferences is absolutely essential for delivering personalised services.

From current treatments and products used to understanding their goals and concerns, thorough data collection ensures tailored experiences that exceed expectations. You can do this through paper or digital forms as well as discussing and noting down in the consultation.

Point Three, “Rapport: Building Trust and Connection”. Building rapport goes beyond mere transactions; it’s about fostering genuine connections! Remembering previous conversations, showing interest in their lifestyle, and engaging in open-ended dialogue create a welcoming atmosphere.

Taking notes post treatment reinforces attention to detail and “client-centric” service. When I owned my business, clients were always impressed and flattered by what little details about them I would remember and acknowledge. It also reassured them how valued they were to myself and my business.

Point Four, and I believe is the most essential point is “The Consultation: Aligning Expectations for Stunning Results”. The consultation phase is an opportunity to align expectations and desired outcomes.

Using visual references, understanding maintenance levels, and discussing budget considerations ensure clarity and transparency. Active listening and addressing concerns instil confidence and trust in the stylist or technician’s expertise.

This is also the perfect opportunity to connect with their motivations around the particular request or service they have booked with you and make any adjustments to their services. coaching clients in the past that have offered an amazing variety of extra goodies to their client’s experience, many of which have no additional cost to the business.

Point Five, “Homecare and maintenance: Empowering Clients for Long-Term Results”. Empowering your clients with proper home-care instructions is essential for maintaining treatment results between appointments.

Providing personalised prescriptions, detailed instructions and budget-friendly recommendations enhance results and satisfaction long-term. Understanding their current routines and preferences enables tailored advice for optimal at-home care. I view all home care as an insurance policy/ warranty for the service I’ve provided. It sustains and enhances results now and into the future.

Point Six, “Service Planning: Crafting a Customised Experience”. Creating a clear service plan with defined timelines and budgets demonstrates professionalism and commitment to the desired results.

Communicating the next steps and expected outcomes ensures your clients feel informed and involved in the process, establishing a deeper level of trust and respect. A well-defined plan sets the stage for a seamless salon experience and long-lasting results.

Point Seven, “Education: Empowering Through Knowledge and Expertise”. Education is absolutely key to empowering clients to make informed decisions about their routines. From product usage demonstrations to at-home tips, thorough explanations solidify trust and credibility created in your service plan.

Providing insights into the latest trends and techniques showcases your expertise and dedication to your client’s satisfaction.

Point Eight, “Providing Exceptional Hospitality”. The front-of-house experience is the final touch point before your clients leaves the salon. Facilitating bookings, expressing gratitude for their patronage, and honouring loyalty with exclusive offers create a lasting impression.

Maintaining updated client records and ensuring a seamless checkout process enhance satisfaction and encourage repeat visits. Also think about unique or special ways you can enhance your clients experience through any special’s services or “touches” unique to your business. I have had

And last but certainly not least: Point Nine. “Following up: Nurturing Long-Term Relationships”. Your client relationship doesn’t end when they walk out the door; it’s an ongoing journey! Following up to gather feedback, address any concerns, and express appreciation strengthens the bond between you both.

Personalised gestures such as referral incentives, regular visit perks and birthday Acknowledgement that fosters loyalty and encourages client advocacy.

This is such a vital practice and one that I find many businesses lack implementing with any new clients they may have. New and lost client follow-up is so important and can make the world of difference to the performance of the business.

In conclusion, our industry thrives on exceptional client experiences! By focusing on these nine touch points: greeting your client, collecting their data, building a strong rapport, nailing the consultation, thorough guidance on homecare and maintenance, service planning for now and the future, educating your client, the front-of-house experience from start to finish, and following up with both new and lost clients, you are able to elevate your clients’ services and cultivate a fiercely loyal and large clientele.

Investing in these touch points not only ensures your client’s satisfaction but also establishes the salon as a trusted destination in a competitive market landscape.

@mariedrever_zing