Creating A Memorable Salon Experience, Nurturing Customer Care and Acquiring New Clients!

By Kate Henderson, Owner of AHIA 2022 Australian Salon of the Year – Elysium Hair Brisbane

As salon owners, we understand that our guests are more than just customers; they are the driving force behind our passion. At Elysium Hair Brisbane, we have embraced the principles from Simon Sinek’s book, ‘The Infinite Game,’ to shape our customer experience cause.

We aspire to become “forever hairdressers” that our guests choose to stay with for life. In this article, we will explore the practices and strategies we have implemented to provide exceptional customer care, tailored specifically for salon owners like yourself.

Building Lasting Connections

At Elysium Hair Brisbane, we have carefully developed customer processes that uphold our commitment to excellence. These procedures not only create a consistent and outstanding approach to customer care but also serve as a valuable tool for onboarding new team members, helping them quickly adapt to our salon’s unique ethos. By following these processes, we establish trust and foster genuine connections with our guests, ensuring that we deliver the best experience in their day.

Intentional Practices

Central to our salon’s philosophy is the belief in building strong relationships. To nurture deep and lasting connections with our guests, we have implemented intentional practices that go beyond the ordinary. Some of these practices include:

Australia’s First ‘Meet Your Stylist’ Quiz: Matching guests with their most suitable hairdresser based on lifestyle, behaviour, and skill preferences.

Printed Welcome Pack: Providing guests with a valuable collection of samples and exclusive offers redeemable during their initial three visits.

Education Events & Masterclasses: Empowering guests with knowledge of effective hair care and styling techniques.

Free Hair & Makeup Sessions: Allowing guests to enjoy a glamorous transformation while capturing social media-worthy content.

Annual VIP Gift Bag: Expressing gratitude to our top guests for being a cherished part of the ‘Elysium hairy family.’

Pre-Purchase Credit: Adding value to prebooked appointments for the year ahead.

Guides & Information: Offering personalised aftercare resources tailored to specific services or products.

Treat-Based Rewards: Surprising guests with free gifts, service upgrades, or add-ons through our loyalty program.

Going Above and Beyond

At Elysium Hair Brisbane, we believe in surpassing our guests’ expectations by going the extra mile. Our commitment to exceptional service is reflected in the following practices:

• Bespoke Pre-Visit Questionnaire: Saving time and ensuring clarity by gathering essential information before the appointment.

• Complimentary Nibbles and Beverages: Enhancing the guest experience with delightful refreshments throughout their appointment.

• Relaxing Welcome Ritual: Inviting guests to unwind with a cup of herbal tea and a scented towelette upon arrival.

• Upfront Printed Quote: Providing a transparent breakdown of the service’s cost and duration.

• Printed Consultation and Hair Plan: Facilitating clear communication and understanding between the stylist and the guest.

• Printed Hair Care Prescription Sheet: Equipping guests with personalised hair care, styling tips, and comprehensive guides.

• GHD Hot Tools Availability: Granting regular clients access to professional styling tools at any time.

• Recycling and Refilling: Encouraging sustainable practices by recycling and refilling old hair products.

• 100% Product Guarantee: Assuring guests that if they are dissatisfied with a product, they can exchange it for a replacement they love.

• Complimentary Product Samples and Before/After Photos: Enhancing the guest experience with free product samples and capturing stunning transformations.

• Free Fringe Trims: Offering regular guests complimentary fringe trims to maintain their desired style.

• Complimentary Post-Service Touch-Ups: Providing guests with finishing touches to ensure they leave feeling confident and satisfied.

Elevating the salon experience goes beyond delivering exceptional hair services. It is about creating a memorable journey for our guests that leaves a lasting impression. Through intentional practices, a commitment to going above and beyond, and a focus on customer care, Elysium Hair Brisbane has fostered deep connections with our clients.