Home' INSTYLE Magazine : INSTYLE MAY-JUN 2017 Contents W
hen developing a
it’s key to focus on
two areas: your staff
and your clients. It
turns out the old saying “if the customer’s
happy, everybody’s happy” isn’t really
true anymore. A study by the University
of Missouri found that when employees
were highly satisfied with their jobs, the
relationship between customer satisfaction
and loyalty was nearly twice as strong.
Here’s three areas you can start focusing on
that will ultimately assist in making your
1. Allow your staff to be masters
Remember, your team work for you
because they love what they do. People
naturally want to improve their skills,
continuously learn and get better at what
they do. It’s when a person feels they’re no
longer growing they may start to love their
job less or feel unhappy in their cu rrent
role. So find the time for training. Your
staff will jump at the opportu nity and it’s
ultimately going to benefit your clients too.
There’s only so many hours in the day, so
you may wonder how this will be possible.
It simply requires a shift in where your staff
spend their time, for example moving your
team’s focus from admin tasks to more
client and training time. This will take
some work and won’t happen overnight,
however there are many ways you can
achieve this new team focus. Investing
in salon management software is a great
way to reduce admin tasks as booking
appointments, updating client cards, and
planning the day ahead can all be done in a
2. Let your staff own their column
People want the freedom to work how they
like, to set their own rules and conditions.
They have a desire to direct their own
lives and their own work. However, this
doesn’t mean you have to allow them to
do as they please to keep them happy, you
simply need to allow them to have a sense
of autonomy. Give your staff a little more
responsibility, ensure they really own their
column and provide them with challenges.
One way to do this is by setting some
3. Give your staff a sense of purpose
Naturally, people want to contribute
to something bigger than themselves.
They want to feel as though their life and
work is meaningful and it serves a higher
purpose. You can foster this in a few
different ways. Ensu re you have a strong
team culture where working together and
developing relationships with colleagues
are a focus. Most people thrive in an
environment where they feel respected and
receive recognition for their effort, so it’s
important to clearly communicate with
your staff about your salon’s performance
and how they can contribute to its success.
Don’t be afraid to share your vision, it’ll
get them on-board and working towards a
common goal. Create some personal goals
for each of your staff to clearly show them
how they’re contributing.
If your staff are happy, you’re more likely to
have happy, loyal clients, which ultimately
results in referrals and higher revenue. It’s
exactly this that makes your clients your
biggest asset, so you need to focus on them
as much as your staff.
A. Define your client offering
Start by determining exactly what your
client offering is. What is it that makes
your business unique or standout in the
marketplace? What type of clients do you
want to attract? You can’t be everything
to everyone, but by asking these questions
and defining your client offering, you’ll be
able to look for the right clients and ensure
that the service you provide is one that will
make your clients happy.
B. Listen to your clients
Consider whether you’re really listening
to your clients. Be proactive and run a
client survey - ask them what they like
and dislike, if they would like to see
different products or treatments offered.
You can do this when your client arrives
at the salon, du ring their appointment or
you could create one electronically using
SurveyMonkey and add a link to the survey
at the bottom of your emails. Businesses
who gather this information are able to
use it to get the most from their marketing
dollar, train staff appropriately, and tailor
an environment which caters to their
client’s needs, all of which ultimately leads
to happier clients who stay with you longer
and spend more.
C. Communicate with your clients
You should be a useful resource for your
clients, someone they trust to get advice
from, and who shares relevant, useful
information with them. This shows you’ll
go the extra mile and it doesn’t cost
a lot of time or money. Choose which
communication and social media platforms
you’ll use. Instagram, Facebook, email
or a combination. Sending personalized
messages is key as it makes your clients
feel special. Salon software with in-built
marketing now makes this super easy too!
There are several ways to generate
happiness in your salon which have the
ability to significantly affect the success
of your business. So, whether you’re
working with your staff or considering the
client experience in your salon, make sure
you keep the happiness factor in mind.
Don’t try to tackle all these ideas at once.
Pick one or two that you feel will benefit
you most, get them going then read this
Happiness. It’s not just a buzzword. It’s
the key to success!
Tom Murphy is the founder and CEO
of Kitomba Salon & Spa Software,
Australia’s fastest growing salon and spa
software provider. To learn more about
Kitomba, visit www.kitomba.com or call
1800 161 101.
Is your salon a
Happiness means different things to different people.
Whether you fantasize about a better work-life balance, an
industry-leading business, or a quiet afternoon with a good
book, prioritizing happiness in your salon can help you to
be more successful to ultimately realize those dreams. But
how do you foster happiness? writes Tom Murphy.
Links Archive INSTYLE MAR-APL 2017 INSTYLE JUL-AUG 2017 Navigation Previous Page Next Page