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Planning the Client Journey
Journey of Discovery brooke evans
Brooke Evans, of Brooke Evans Ironbridge in Telford, takes us through some of the key touchpoints in a successful salon client visit.
1Firstly, our receptionist greets all clients at reception. If the client is new, or returning after a long break, after checking them in, the receptionist shows the client around the salon, explaining all they will need to know while they are with us at the salon — including where the toilets are and what the free Wifi code is.
2When consulting, we ask the client what they currently like and dislike about their hair, and if they were brave enough what would they love to have done. This gives you a good insight of what they like and what kind of person they are. 3 We love to photograph our clients’ hair journeys — we always ask permission first. So many clients love to see their progress and to be part of your social media, especially if this is a colour change or to encourage hair growth.
4We feel the shampoo stage should be the most relaxing part of a client’s visit. We like to take a little bit more time and attention shampooing, allowing them to fully relax with a normal hairdressing scalp massage as well as pressure point massage, just to ease any tension a client has. 5 Point of sale marketing material is massive in our industry, but I think if you believe in the products you are using and say why you are using them they will sell themselves. I always bring my product over to the client, and when used I pop it on the side table. If a client likes it, they will pick it up and read the label, while interacting with me. If they are not interested, they won’t do this, and then I would never pressure sell.
For more info visit: www.brookeevansironbridge.com
