Have you ever called a business to complain or to get help with something you壇 bought and been put in a voice mail maze, resulting in never getting your problem solved?

Have you ever gone to a large 澱ig-box type and you couldn稚 get help or knowledgeable help? Have you ever been unhappy with the service you received and then never received a sincere apology?

Since your salon/day spa is most likely a neighborhood business (and even if it痴 a chain where you池e running a string of neighborhood businesses), it痴 critical you ensure your clients are elated with your service. Remember 1 unhappy client will tell 20 other people. While 1 happy client will tell 4. Just do the math using lifetime value and you値l see what a huge financial impact poor service has.

The first place to start with improving your client痴 satisfaction is by adopting a mindset that痴 clearly dedicated to the way you want your clients to be treated傭y everyone! Having what Scott Hallman, of Business Growth Dynamics, calls a 鼎lient Commitment Mindset, allows your employees the opportunity to make interpretations of how best to treat clients under unique circumstances.

Once adopted, you can take a fresh approach with the 10 opportunities listed below:

1. Prior to purchase.

• Research your clients and their needs, and then design your service offerings.
• Make it easy for them to do business with you.
• Be open when the clients want to come.
• Have a generous return/refund policy.
• Never promise what you can稚 deliver.

2. When they call or visit you for on-line booking.

• Answer the telephone in a way that makes them feel happy they called.
• Have a voicemail only when you are unavailable.
• Have an easy to navigate, friendly, web-based booking system溶o flash please!

3. At the front desk.

• Have a greeting that makes a positive first impression. Remember you only get one chance to make a good impression.
• Adopt a new dress code.
• Provide helpful assistance.
• Educate the client.
• Provide special service.
         Solve a problem.
         Provide fresh coffee, water, etc.
         Call a competitor if you池e out of stock on a particular item.

4. Develop a new customer program.

• Roll out the red carpet.
• Give every client a consultation.

5. After the service.

• Ensure they池e happy with all aspects of their visit.
• Thank them for doing business with you.

6. Educate your clients on ways you致e benefited them.

7. Take periodic client satisfaction surveys.

• Provide written surveys.
• Ask clients at point of purchase.
• Call your clients.

8. Take periodic customer needs surveys.

9. When there is a problem.

• Own up to it immediately and make it right! (Jay Conrad Levinson, author of Guerilla Marketing, said for every complaint you hear, there are 24 unheard.)

10. When there is cause to celebrate揺olidays, birthdays, anniversaries, etc.

• Send a personal card揺andwritten is best.
• Send your best clients an upgrade, free service, or add-on.
• Send your clients a gift certificate to give to a friend.
• Make a donation to a well-respected charity on a client痴 behalf.
• Always remember your business is a neighborhood busines

You've got to pay attention to the little details that make the difference between someone both enjoying their experience with you and wanting to send more business your way, or being indifferent and looking to your competitor for a solution.

By Andrew Finkelstein, The Beauty Resource

www.thebeautyresource.com