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Delighting customers goes beyond meeting customer expectations and ensures higher levels of loyalty. In this post, I share tips on how you can go one level past a satisfied customer and ensure that each customer leaves your spa or salon 100% delighted.
Happy employees are more prepared to go the step beyond satisfying customers, and truly create an emotional connection. One way to keep employees happy is to acknowledge their performance and contributions to the business. You can do this by defining clear performance goals – things like revenue and sales targets, customer satisfaction ratings and even customer retention rates. The key is to provide an unbiased and transparent system that tracks each employee’s performance against those goals. Salon and spa software automates this whole process for you and provides that level of transparency that is so important for successful performance reviews. With this system in place, you’ll know who your best performers are and can reward them. You’ll also keep your employees motivated and happy.
When employees go the extra mile, they’re sure to create a delighted customer. For example, if a customer brings her young daughter in with her. Offering a free nail polish for the child will surely exceed your customer’s expectations and make an emotional connection with her. Empower your staff to think on their feet and make these sorts of decisions.
A personalized experience extends beyond remembering a customer’s name, to ensuring an easy and personalized journey with every single interaction. Salon management software can help you create a holistic, personalized journey by ensuring that each interaction is tailored for each customer. For example, if you allow customers to book appointments online, the right software ensures that a customer can easily book appointments – with access to their visit history and even one click re-booking. Your software can alert a receptionist when it’s a customer’s birthday. Or, provide other info to help personalize an experience, like if it's a customer's first visit, if they're part of your friends and family program, or ensure employees know of any preferences.
Also read: salon appointment booking software
Who doesn’t like a good surprise? Consider something small, such as an unexpected gift for specific or all customers. For example, send all first time customers home with a free home care product sample. This helps the customer see better results and ensures they leave your spa or salon happy.
It’s amazing how many businesses collect birthdays, but don’t do anything with them. A simple gesture, like sending a birthday greeting on a customer’s birthday is a great way to stay connected. If you’re feeling generous, include a special offer or small gift like a gift card. Other examples might include hosting an event for a special group of customers – perhaps your high spenders or long time customers. Software helps you automate communications and makes it easy to send highly personalized and targeted messages. By staying connected in a positive and friendly way, you become a part of your customers’ mindset. To learn more about how spas, salons and medical spas use Zenoti (formerly ManageMySpa) to build customer loyalty, speak to one of our consultants.
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