10 Ways to Lose A Potentially Loyal Client

You may have been led here by the article, The Unexpected Gift of the Chair-Hopper, or decided to click on this blog post because it caught your eye. No matter how you arrived, here are 10 excellent questions to ask yourself before permanently losing a potentially loyal client:

1. Was the client educated on the value of having a regular stylist?

   When you meet a client for the first time, don't take it for granted that they have been long-term salon goers or assume that they intimately know the ins and outs of salon culture (and it is a culture to be learned). Some clients don't think it matters which stylist they go to. It is not until experiencing trial-and-error or hair loss that they begin to suffer and learn the benefits of having a regular stylist.

   
   

2. Did you deliver sub-par service? 

   Perhaps you were having a bad day, arrived late for the appointment, or your listening ear wasn't quite as tuned in as it could have been. It is important to be honest with yourself about the service you delivered and the areas where you might not have delivered excellence. Create time to reflect on your day everyday.

   
   

3. Did you take criticism personal and let your inside voice become your outside voice?

   No, clients aren't always the most tactful in the way that feedback is given. No, it is not okay to accept

   client abuse. No, it not acceptable to fight your client. It is not easy to accept criticism. Develop ways to receive both positive and negative feedback so that your response is professional. Upon reflection, you may find that you didn't like the way something was said, but in the long run it helped you become better.

   
   

4. Was the salon environment compatible with the client's needs or expectations? 

   If you boast of a high-end environment on your web-site and your client steps into a salon that is disorganized, not well kept, and does not match the imagery that you projected, you may lose that client no matter how well you do their hair. If a client thinks they are stepping into a peaceful place of relaxation from the impression they received when the appointment was booked and arrive to an environment that is noisy, nasty, and uncomfortable, that too is grounds for loss of clients. Know if your client prefers a family oriented or child-free experience. The service is so much more than simply your technical skill. Make sure you are upfront and honest with your client with your branding.

   
   

5. Are your services affordable for the clientele you are servicing? 

   Affordability is not always an area that can be accommodated. The client may really desire to be a regular client, but simply cannot afford your services. First, remember that the higher priced your service is, the more value that should be added to the service. Also, keep in mind that an educated client may not return as often as they would like to, but will return because each time they come they receive your best. Again, it's not always about your technical skills.

   
   

6. Is the salon distance located too far from the client's work/home?

   Have you considered adding mobile services to your menu?

   
   

7. Do you demonstrate that you value the client's time?

   Are you excessively tardy, unreliable, do not keep appointments, regularly reschedule, overbook, etc.?

   
   

8. Do you offer the scheduling flexibility and consistency that best suits the client's needs?

   Sure, we are in business for ourselves. But remember that clients need consistency. Odd hours and unkept hours are a way to lose clients.

   
   

9. Do you provide the full range of services or possess the skill level that the client desires?

   Make sure that you are taking note of what the latest trends are for your industry. Stay educated so that you are prepared to cater to when your client is looking for a change with their hair. Don't assume they will always want things one way or that your press-and-curl or 3 basic cuts are going to carry you for the next ten years.

   
   

10. Did you give the client what they asked for? 

    Did you create a situation where they may potentially be scarred for life? Was hair loss involved? As hard as it is, be honest with the client if you are not skilled or knowledgeable about what they are asking for. Especially when it involves something irreversible such as cutting, chemicals, and color.

Not only are these 10 questions to reflect on as far as your services go, but these are also the most common reasons why clients leave a salon or choose another stylist. So, how do you remedy any of the above situations? Click HERE for helpful tips to build a loyal client base.