. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Beauty - Expert Panel
clients like friends? “
Is itOK to treat
Liz McKeon Beauty business expert
“In a nutshell, not if it means you compromise your professionalism”
“Even if your clients are your friends, they are in your salon in a professional capacity, which must always be uppermost in your priorities. And, if you can grasp that first, then of course, there are benefits to treating your clients like friends.
“Your clients are your salon’s life blood and the very reason you are able to continue to do business. Because of this it is vital to treat all your clients with respect and appreciation – and even like they are friends rather than just consumers. After all you are trying to gently coerce them into buying your services and retail products.
“Treating your clients like friends can help to build loyalty to your salon because when clients feel like friends and know they are valued they are far more likely to become repeat clients versus one-time appointments.
“Being warm and welcoming to your clients encourages positive feedback and new referrals, as those clients will be happy to tell friends and family about the wonderful service they received in your salon.
“The more at-home your clients feel in you salon, with you or your staff, the more you encourage honest and helpful feedback that you can use to grow and improve your salon business. When your clients feel like their opinions are actually heard, they become much more likely to respond to any inquiries you may have about how to improve the salon, assisting you to build your business in the direction it needs to go to continue to flourish.
“When clients feel valued and important they’re much more likely to do your marketing for you with no incentive other than to help you to grow your salon business. Take advantage of this: your clients are the best friends your business has.”
” Sarah Beirne
Sales &Marketing Manager, French Cosmetics Distributors
“It is vital that you know where to draw the line between a friendship and a professional relationship”
“Some people like working under the principle ‘treat your clients like you treat your friends, and you’ll reap the rewards’ and find it works great for their business.
“Take a personalised approach and remember that your customers aren’t nameless faceless beings. They’re real people, and should be treated as such. The more you interact with them and keep them on friendly terms, the better your relationships will be.
“However it is vital that one knows where to draw the line between a friendship and that of a professional relationship where your client is paying for a professional service.”
Caroline Quinlan Beauty Industry expert
“In short no! Clients should be treated like customers and definitely not like your bossombuddy!”
“A customer buys things, a client receives things - we have to view each client as a customer as you would in a store selling themyour product and services. By allmeans we want to be friendly, polite, helpful, personable and offer exceptional service but at the end of the day professionalismis vital to gain the customer’s respect and for themto truely value your skills, knowledge, products and services.
If you have any questions you would
like to put to our panel, email us at
melissa@aitireland.com
“The problems occur when conversations drift away into personal affairs, TV shows, gossip etc.We can’t sell this and it’s not an appropriate use of our time for the business.We need to flip the conversations and learn to reframe it to our advantage keeping it relevant to our business.
“Actively listening and staying focused allows you to upsell or cross sell to your costumer effectively. Think unit sale average, upsell, cross sell and use opportunities in every customer, stay focused!
“You can’t do this if you`ve crossed the friend threshold with your customer.”
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