Sometimes, and this happens less often, if you include consultations in your service time, we get lost in the translation. You know the moment when you simply didn`t eliminate it from the park for your customer. It doesn`t matter; It happens and not all the customers who adorn your chair should stay and not all services will be flawless. Unfortunately, you can`t please everyone. It has nothing to do with your skills as an artist. If you make a mistake, always apologize and take a mental note to ask more questions in the future when performing that particular service. Consultations are just as much a part of your services as shampooing your clients` hair or removing nail polish. Don`t skimp on this part; This can make or break your customer`s experience. Practice needs analysis until you can recite it in your sleep, and then do it with each client each time. Give your customers 100% of your attention and focus on clear communication before, during, and after service. If you use the product on your customer, place it on your workstation in front of the customer or on a table near him and casually tell him the benefits of using the products, some features and how much he should use.
Product recommendations are a great opportunity for a teaching moment. This approach ensures that you have completed the product prescription pad for each client. We all start with the best of intentions and start our customer relationships by providing excellent customer service, but slowly over time, if we are not careful, familiarity creeps in that allows us to avoid paperwork. It`s a bit like dating. At some point, if we`re not careful, we become too comfortable: we stop greeting them at the door, assume they have what they need, and slowly (not intentionally) start taking them for granted. We do something very similar to our customers. Did you know that most clients leave because of indifference to their service provider? What does that mean? You stopped caring. They stopped asking for what they needed. Yes, it may sound a bit old school, but using the traditional Medical History/In-Take Form can be an effective tool to help you gather important information. If you are looking for a template, download it. As with visiting a doctor`s office, you give the client the clipboard, pen and attached forms. You then sit down and fill out the forms while you prepare for your appointment.
Forms are collected and filed manually or entered electronically for future reference. Needs analysis consists of a series of questions to help you talk to your clients about their beauty and wellness needs. It`s designed to encourage your customers to think deeply about what works for them and what doesn`t. By leading the conversation with highly focused questions, you`ll discover invaluable information that you might otherwise miss. Needs analysis (consulting) also creates an environment where upsell services and products are effortlessly based on your recommendations based on your customers` needs. When you ask these questions, sit in front of your customer and look them in the eye. It is best to document their responses and keep them. To keep up with your clients` consultation forms, simply ask your clients if anything has changed since their last service.
Take a few minutes to check the recordings you`ve saved and take updated notes as needed. Remember: it does you no good to have outdated information. The goal is to have up-to-date information at your fingertips so that you can provide the best service to your customers. Consultations provide valuable information about guests, but what do you do when they leave the salon, spa, or store? The goal is to keep it detailed and organized. You`ve taken the time to gather this information, so it`s just as important that it`s available for future reference. If you do not recommend a product to your customer throughout the consultation and service, you are doing him and yourself a great disservice. Your customers use beauty and wellness products, they buy beauty and wellness products, and if they don`t buy them from you, they`re buying them for someone else. It`s important to remember that your clients come to you to get your professional recommendations, not only for services, but also for how to replicate the look or feel you give them at home. Filling out a product recipe for your clients` home care will not only increase your sales, but more importantly, let your clients know that you are an expert and professional, which will result in greater customer loyalty. If your client switches to a regular customer in the new phase, it is important to continue the consultation before starting their service. You don`t need to do a full consultation every time, but checking in with them to make sure you`re both on the same page is critical to customer satisfaction.
After completing your client`s services, let them know that you will write down the products you have used and how they plan to use them at home. Note when you use the product and how much product your customer wants to use to get the best results at home. This approach helps close the sale because the customer understands the value of the products you have chosen just for them. Feel free to give your professional opinion and give your client another suggestion if they ask for something that is simply not possible or that compromises the integrity of their hair, skin, nails or scalp. It`s so important to have real and honest conversations with your customers. Make sure you look at them face to face, not through the mirror – this can`t be emphasized enough. When talking to your client during the consultation, make sure you use the correct terminology. Customers love it when you talk to them professionally. Make it your mission to educate your customers, and they`ll love you for it. Complete the product prescription pad while conducting your customer consultation. You can change your mind during the service, but it gives you the opportunity to know what your customer is using at home. Full customer service is an absolute must for any new customer sitting in your chair or lying on your table.
This is an opportunity to understand the needs and wants of your customers. It allows you to ask questions and really listen to avoid communication breakdowns. As a professional, it is your responsibility to fully understand your clients` hair, skin, cuticles or scalp needs. The only way to do that is through extensive consultation. After talking and listening, you may think that you fully understand your customers` needs, and you can, but it is extremely important to repeat to your client what they have said and integrate what you have interpreted. This is where the magic happens; the meeting of chiefs. You can either nail it or get lost in translation. Don`t worry, if you listen more than you talk, you`ll hit it right from the park! For your repeat customers, it`s just as important to check in with them every time they visit. Ask them questions #2-#6 of the needs analysis, even if you think you know the answers. Your customer may not have been thrilled with the latest service, but may not want to hurt your feelings. It`s up to you, as a professional, to encourage dialogue, and the only way to do that is to ask questions.
When analyzing needs, here are some tips to help you and your client get the most out of the consultation experience. This is understandable – if you`re doing your customer service, you may not have time to stop and update their customer information. This is where «love notes» come into play. Take notes on your customers` work tickets. Take note of any new information related to your client`s service or needs. At the end of your workday, take a few minutes to update the current recordings to reflect your «love notes.» A simple stack of sticky notes in your treatment room or chair will do the trick. Listening doesn`t necessarily mean sticking to every word they say. This means looking at your customer, reading between the lines, and paying attention to their lifestyle. Who is your customer? Do they have children, are they always on the move? There are several effective systems that can help you organize, maintain, and retain your customers` information. The key is to find a system that works best for you and fits the policies of your salon, spa or store. Performing the perfect consultation requires practice and practice makes perfect; You know this because it was the exercise that brought you to where you are today.
Needs analysis is a proven consultation format that works. Thanks to technology, many salons, spas and shops are going dematerial. There are several effective mobile apps to help you collect and manage customer information. It`s best to look for customer service apps for the beauty and wellness industry. There are so many, with varying degrees of customization, that it`s wise to do your own homework and figure out what works best for your needs. Apps are great because you can either give your customer a mobile device and let them fill out the questions, or you can ask the questions and fill out the form for your customer. Never replace the app for advice; They should always check their answers and incorporate the needs analysis questions to build rapport and trust.