Make them happy, and they will come.

Posted by: Sara Grasmon
web_-_group_photoWhile preparing for my big move, I forgot one thing: a hair cut. I know, it’s not the end of the world, but it seemed like it was when my bangs started obstructing my vision. OK, so maybe I’m exaggerating a bit. Main point: I needed a cut.

Now, considering my office consists of all males, with the exception of one female who also just moved here, I wasn’t exactly going to bank on recommendations from co-workers. Instead, I did what any twenty-something-year-old would do. I Googled. Three simple words (hair, salon, Hagerstown); a bunch of results.

The choice was a no-brainer. Good ratings, affordable price, available appointment.

Honestly, I would have been pleased with any cut that didn’t look bad, since it tends to be hit or miss when trying new salons. Let’s just say I got the bullseye with this one. Here’s why — and what I learned about customer retention.

1. There was a warm, welcoming atmosphere. The salon was clean, the employees appeared to enjoy their jobs and the customers seemed happy. It can be easy to forget how important it is for your customers feel comfortable, so make your business a place they look forward to going. Greet them by name, if possible, and always wear a smile.

2. Once my hairs were cut and I was ready to go, I got a goodie bag. It was definitely unexpected but also appreciated. Inside, I found brochures about the business, a local magazine and some coupons for future visits. Develop something for your business that ensures customers leave with a positive image and incentive to return.

3. A few days after my appointment, I recieved a follow-up call. Since I was a first-time customer, the salon wanted to make sure I was satisfied with the service I recieved. This provided me with a safe environment to voice praise or concerns. A follow-up call, survey or note shows you value your customers and are constantly looking to improve your business. Make sure to find a format that works well for both you and your customers.

4. Throughout my entire visit, I was consistently given excellent service. From an escort to the waiting area to a complementary hand massage during my shampoo, they made sure to put me, the customer, first at all times. Don’t underestimate the power of good service. Happy customers are frequent customers. Set service standards high and train your employees well. Clients should associate your brand with superior service.

Because of these things, I will return to this salon when my bangs and I start fighting again. Why wouldn’t I? They exceeded my expectations and focused on the customer. Another no-brainer and lesson learned. Make them happy, and they will come — back.

Leave a Comment