The Opposite of Salon Hopping – Loyalty
On her side, Tania imprinted in her repertoire the way I liked to do my hair. That said, she always asked what I wanted to do and loved it if I let her decide. I showed up on time, as a good client should do. If there was something I didn’t like, the fact that I was loyal made her feel safe enough to weather feedback.
Now Tania – at the time – worked in a small boutique salon. The owner didn’t do any promotions, and along the way, Tania wanted to grow her own business. She asked me what to do. I suggested Pinterest and Instagram which have since worked for her. Even and especially as she made her move to a large salon.
Tweet ThisI have picked up some business insight through salon hopping that I want to share with you. As an entrepreneur, yogini and writer all in one, I know how to teach and learn. If we are attentive, we can see this gift and recycle it into useful information.
#1 People are loyal when there is a reason to be
Some background. I left Montreal though still maintain contact with Tania. I appreciate her consistency even more now. I was a loyal client – did not chair hop at all. Until I moved to the states.
For a few brief years in New Jersey, I was also loyal to one salon. However, after I moved more than 10 minutes away (it soon took 45), I made my escape. I say escape because there was one occasion where the salon blamed me for their bad color job. “You asked for that” they said.
No I have dark hair and never asked for a blond streak. You weren’t paying attention because you were over booked and didn’t care all that much about my business. Also, I said I wanted to grow my bangs and you did what you wanted to do. Not what I asked. It was time to break up.
#2 Ride loyalty until its time for a new route.
Break up, take a new direction. If it isn’t working, try something else. Whether you need find a new hairdresser or broaden your online presence with a new strategy.
#3 Communicate clearly.
Communication is key. The type of communication is even more important. A client should give clear directions. Providers need to inform. This way, there is less chance of misunderstanding. Also, both parties, when in doubt, should ask for clarity.
A skillful provider listens and aims to facilitate their client’s goals. Otherwise, the client should re-evaluate (see #1). However, sometimes one receives good advice but doesn’t want to listen. That is on you. Nonetheless, express yourself as the song says.
#4 Trust is built not a given.
Sometimes consistency and resilience builds loyalty. Other times it isn’t in the cards. I have learned to aim for brand loyalty and steady business (trust). To build a regular client portfolio. In tandem, looking for growth and opportunity factors in that life involves some flux.
#5 Not my kind of client/provider
Sometimes the customer or provider is not our ‘kind of client.’ I set this stage so you will understand the type of client I am. You can please me. I give chances when the situation warrants them. I am a professional and expect this in return.
However, since my move to Philadelphia, salon hopping is all I’ve done. Why is that? Here are the top 5 reasons why I won’t go back for more.
- We had a consult and yet, you did not listen
- Your blow dry didn’t last
- The salon was not client-services oriented
- The shampoo person was flat out terrible
- Technical skills lacking
- Stylist lacked client care skills
- You are repeatedly late
Case Study – How Does Salon Hopping Look to a Salon Owner?
Curiosity got the better of me so I turned sleuth and contacted my friend, Cristy Galster. You may know her if you live in Delaware. She owns Robert Cris Salon. I asked her several questions to get first hand insight into the phenomena known as salon hopping.
Christy – Salon Owner
- What do you as an award-winning salon do to discourage (and or encourage) salon-hopping?
I absolutely discourage salon hopping. I think the only one who suffers is the client, even though it is their doing. If you’re going to salon-hop, do it for styling only while you interview for a stylist or colorist. Salon hopping and chemical services are never a good idea. The client doesn’t always remember what they told their previous colorist, and the new colorist has no idea what the previous colorist(s) has done to the hair. Too many “cooks in the kitchen” can lead to disastrous results.
- To what do you attribute repeat business?
Communication is key!! I prefer to have a consultation with any potential clients so that we can both determine if we are a good fit for each other. In my experience, the consultation is the most important part of the service, but it is always where both parties fall short. Clients try to speak in “our language” which ultimately confuses the professional, and the professional doesn’t ask the right questions which confuses the client. It ends up being a losing situation all the way around. I personally prefer that clients bring pictures so that we can dissect it and fully understand each other.
- Do you see any differences between senior and junior stylists?
Junior and senior stylists are totally different. Junior stylists tend to be more passionate, but lack experience. Senior stylists have experience, can still be passionate but are usually not as open to criticism or new techniques because what they’ve done in the past has always worked, which can be the beginning of the end because the beauty industry is about the next new style. You have to stay current in this industry or you will be left behind.
- How do you market your salon? advertising, word of mouth etc.
Word of mouth has worked in the past, but with social media our industry has really changed in the last five years. I am currently working on our social media presence as well as revamping our current space. I believe in investing in our clients. What has worked for our employees is to reward our clients with a complementary haircut when they refer a few of their friends to see their stylist. Premiere Philadelphia is a huge industry show that is happening this weekend for the first time. I hope to be inspired as I attend all of the classes. Btw my website needs A LOT of work!!
How Content Strategy Can Help This Business Meet Goals
What’s next? Hopefully we will soon have some kick ass content on Cristy’s site soon. Her aim to invest in her clients can be targeted in our content strategy. For now, this blog has provided her with a back link, some great press, and shareable content. What lessons will you learn today as you #livelocal?
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