One of the easiest ways to optimise search results for your salon business, or any business for that matter, is to register a business listing to Google Maps. While being searchable supports brand awareness, it also means just about anyone can comment and rate your business.
As a business owner, you’d want to do everything to meet your customers’ needs, but sometimes the feeling may not be mutual.
Online reviews are rife with customers griping about anything big or small – these comments are forever, and can potentially hurt your business.
So how do you ensure that your customers walk away with a glowing review? Short of offering freebies for every 5-star review, there are five things you can do now that can engender overall customer satisfaction.
- Create an experience
People come to salons to get their hair or nails done, which should be an enjoyable activity, but sitting in a grooming chair for long hours can get boring.
Apart from offering new products, unique experiences also can deliver a thrill. Who doesn’t love some novelty?
Just look at the successful coffee chain Starbucks. Apart from seasonal, Instagrammable drinks, they even have themed cafes.
In Singapore, Qashier client, The Mezz serves up haircuts alongside food and drinks. The jazzy, art deco, loung-like ambience in the adjacent cocktail bar also means you’ll be able to enjoy a drink in your fresh hairstyle immediately after your session is over.
There are other ways to refresh, and reinvigorate your business’ interior without renovation. Instead, you can have themed decorations to coincide with cultural festivals, and holidays.
When customers walk through your doors, they will be wowed by something fresh all year round.
- Make it personal
Salons and barbershops are a social experience. The close proximity and the shared banter, all lead to a bond forming between craftsman and client. Add the emotional uplift of getting a make-over and a strong positive relation is formed with your brand and business.
Train your employees to remember individual needs and tailor services to their customers.
Take the example of Aveda, a well-known salon chain, who offer complimentary sensory experiences such as hand massages using their products.
You too can offer customers specialised client services. You’ll need a system to jot down each customers’ wants and needs. Digitise this data collection and keep your customers’ info at your fingertips. Then your staff can easily tap into the data, tailoring your services for them.
With a Qashier’s customer relationship manager, you can even set up birthday discounts! So celebrate special events with your customers, make them feel good, and they will stay loyal to your brand.
- Keep your business transparent
Today’s consumers are more educated and self-aware than ever. They know that their choices impact the Earth, and they care about supporting a company that aligns with their beliefs.
Surveys have shown that transparent brands achieve more robust customer engagement. What does transparency mean? In general, it refers to being upfront about your supply chain, and keeping honest about pricing.
Your salon can be transparent about your products and services in two ways.
First, choose products from brands with a mission rooted in ethical processes and environmental responsibilities. Next, be honest with your recommendations to customers – tell them how long a service will take and the steps involved. And more importantly, be upfront about the pricing.
If you ever make a mistake, not to worry, we have a guide on how to communicate openly with your customers.
- Digitise your services to save time
Time is of the essence, and some customers might not have the luxury of hanging out with you at your store.
One solution is to include quick services to your list of offerings, like Qashier’s client Doosh with their 30-minute clean shave.
Save even more time, digitise your salon processes. Here are some ways to do so:
- Implement a QR code payment system, so customers just need to scan to pay.
- Track inventory management using a smart POS solution so that you know what products are in-stock, and when to make an order for a fresh batch.
- Keep track of customers’ requests digitally when they call in for appointments and assign a quick-service to their booking.
The QashierX1 and QashierXL terminals allow you to do all the above, saving you and your customer time.
- Customer feedback, right there in the store
Finally, to get that 5-star Google Review, address negative feedback directly in-store. How?
By allowing customers to give you feedback on your services right there and then in-store.
Training your staff to ask for customers’ feedback verbally is important. It gives off a professional impression, and helps to address any concerns. But some customers might prefer to express themselves indirectly.
Qashier’s smart POS solution has a customer satisfaction survey that appears on the customer-facing screen on the QashierX1 and QashierXL terminals, at the end of the purchasing journey. All the customer needs to do is tap and indicate how satisfied they are by choosing from four emoticons.
What happens if customers still are unhappy and go online to rant about your services?
First of all, do assess whether it’s a fake review, and report to Google once you have assessed it is so. Grammatical errors and long personal stories are a sign that it may be fake. You can also check if the person generally leaves negative comments, which can indicate how sincere they really are.
Next, if it’s a genuine complaint, thank the person and promise to look into the issue. If they take the time to write a review, most customers are giving you a chance to improve your business. So instead, engage in a positive manner and take the opportunity to offer a solution. This way, other potential customers can also see your willingness to address the situation.
How can Qashier’s smart POS solutions help you?
If you want a 5-star review, consider Qashier’s multiple digital solutions in all-in-one terminals or software that can empower your physical or digital storefronts.
The smart POS system can handle different operational aspects, from QR code table ordering to table management (F&B), employee management, customer relationship management (loyalty programs), inventory management, data analytics, and cashless payments.