How to Increase Customer Experience in Your Salon and Spa Franchise Business

Salon and spa industry is booming like anything and has a promising future. Realising the potential of the industry many entrepreneurs are venturing into the salon and spa industry to garner success. Salons and spas are literally everywhere and can be found at every nook and corner.

Beauty Industry is all about the experience. With more and more people entering the industry, increases the competition double-fold. It becomes much more important to attract customers by increasing customer experience.  Studies have shown that investing in customer service makes sense for your business. If your customer is more than happy with your provided services, not only they are more likely to return: they are also happy to spend more money. Therefore, consider these below pointers to increase your customer’s experience in your salon franchise business.

Make Appointment Easy

One of the first things a customer experience is not your service but the appointment procedure. According to a survey, many customers tend not to visit the salon or spa, if making an appointment there is complicated and troublesome. People visit salons to relax, make sure that your reservation system imbibes that virtue. Invest in some good reservation system, which makes it easy for both the client and the employees to register the service easily and accurately.

You can also invest in online software, which improves your guest experience and motivate them to book a last-minute treatment at convenience.   

Make Your Clients Feel Welcome

Nothing can turn off a customer more than the bad behaviour of the staff. In the service industry, first impression matters. Make sure to invest in good staffing and train them to be courteous and amicable. It adds a bonus point to the overall perception of your business if a customer walks into your salon/spa and experiences a welcoming, relaxing space, with a smiling employee greeting.

Believe it or not, staff behaviour can convert a new client to a loyal customer, even if the service you are offering is not the best in the market. People tend to visit places where there is a hospitable and friendly environment.

Reward Loyal Customers

Every salon/spa wants to attract new clients to their business. But, in that process, one should not forget the ones who are loyal to their brand. It is common saying in the business world, that retaining a customer is much harder than attracting a new one.

Thus, make sure to reward your loyal customers by offering them loyalty bonus, birthday/anniversary discounts etc. This will make them feel valued and special and in return will help you scale your business.

You can also consider starting a loyalty program. These are relatively inexpensive to set up and offer your customers an incentive to return while also providing you with insights into your most loyal customers’ habits and preferences. After a while, you can use the acquired data in customizing the promotion and perks for your loyal clients.