Dear ,  

Creating a customer service atmosphere that creates long-lasting loyalty and referrals takes dedication, continual education and a team effort.

In this eNewsletter, I will include some hot tips for creating five-star customer service that will lead to a stronger customer base.

 

This month's newsletter is filled with ideas to help you be bigger, better, different! 

At the bottom of this message, please also find a list of upcoming events. 

 

 

Keep in mind that you can save on our featured products this month by using the promo codes shown at the right:

• $75 OFF - The Anatomy of a Great Front Desk
• $100 OFF - The Front Desk Doctor Kit  
• 15% OFF any purchase that is over $100

RETAIL YOUR WAY TO FIVE-STAR CUSTOMER SERVICE

One of our community members on Facebook asked, "Do you have any good pointers on how to make your hairdressers sell products...I am running out of ideas."

Now, this may not sound like a question about customer service; but, believe it or not, it is. Let me tell you why. When a customer purchases products from your salon, they are more likely to return. 

In fact, "If a client buys one product there is a 30 percent chance they will return to the salon. If the client buys two products, then there is a 60 percent chance of return. If the client buys three or more products, there is a 90% chance of return." (redkensalon.com)

Here is why getting better at promoting and selling products results in five-star customer service, loyalty, and referrals:

• Clients associate your product knowledge with expertise. When salon employees (including the front desk and the service providers) educate their clients, they are touting their expertise and this builds trust.
• When the right products are used, it's easier to recreate their look at home and extend their look and style up until their next visit.
• When the service in the salon and the home care recommendations come together, you'll have a client who is happy about the value they received for the money they spent.
• Happy clients will tell their friends about your salon and the products that they are using to create their look.

Here are six tips to share with your salon's front desk staff and service providers that will help you on your path to achieving five-star customer service ratings: 

1. Share stats about client loyalty and product sales.
2. Introduce the 4-step process in The Art of Consultation.
3. Start by educating the client during the service. After the service, write down the product recommendations on the service ticket. Turn the service ticket over to the front desk so that the front desk can help close the sale.
4. Conquer retailphobia by changing the mindset from "selling" to providing 5-Star customer service. Also see the Conquering Retailphobia audio CD at crystalfocus.com.
5. Give out samples to clients who are on the fence about purchasing products or suggest minis.
6. Check out additional retailing articles and ideas on redkensalon.com. 

If you want to get some of these ideas underway at your salon, we recommend the following steps:

1. Establish and communicate your goals.
2. Meet with team members collectively and individually to review the goals and set performance expectations. Be sure to explain the why behind the goal or change that you are implementing.
3. Develop a plan for how to achieve the goals.
4. Track and measure performance.
5. Review performance and correct course as necessary.
6. Reward! Reward! Reward!

Good luck on your path to five-star customer service. If you need help along the way, please call me at 877.378.8212 or email me at coachkristi@crystalfocus.com.

Colorfully Yours,

Coach Kristi