Brian Leo Mccallum, Owner Of Roar Hair And Beauty
January/February can be a quieter time for salons and with that in mind, it’s a great time to ensure your team are up to date on their training and they are delivering the very best customer care to clients who are coming into the salon over these months to build relationships and client loyalty. Below, I outline some of our ROAR practices and initiatives that we have in place to ensure our team are always at the top of their game when it comes to customer care and excelling client’s expectations during their salon visits.
- A thorough consultation process – our consultation with all guests follows a roadmap to ensure consistency – Colour, Cut, Condition, Change and Price (CCCCP). A phrase you will never hear a ROAR team member say is “are we just doing the same again for you”. Each appointment begins with this in-depth consultation to ensure the guest experience remains fresh and they feel special each time. As the team develops a rapport with their guests, the consultation becomes even more bespoke and tailored to them.
- One to one care throughout the guest’s full appointment – at ROAR we purposely avoided reception desks to remove the barrier between our team and the guest. We provide one-on-one guest service, so the primary care is on that guest. Upon arrival, a member of the team greets the guest by their first name, they are checked in and guided to their pod to begin their in-depth consultation. The same stylist is with the guest throughout their appointment, with no changeovers, and will even conclude the service by bringing everything to them at their seat. We allow them to pay for their service, purchase any products and rebook, all from the comfort of their private guest pod.
- Regular training – We conduct regular training which includes ice breakers, presentation skills and relationship building. This is designed to ensure our customer service skills never slip and that the team have the skill and ability to easily engage and interact with their guests without it feeling forced. All team members partake in this training no matter how senior they are. We believe ongoing training on the customer journey and experience is priceless and ensures consistency.
- Team rewards and incentives – To reward the team for excellent client care, we offer an incentive of Love to Shop vouchers. Any team member that receives only five-star reviews from the forms the guests receive following their appointment are rewarded retail vouchers at the end of the month.
- A guest experience manager – We have a dedicated guest experience manager to make sure guests receive an impeccable experience. She contacts guests one week after their appointment to provide the chance for guests to reflect and provide feedback on their experience. We ask how they feel about their hair, discuss their hair care regime at home, follow up any missed opportunity to rebook and kindly ask them to leave us a review online. This personal touch gives guests the chance to openly discuss their experience and us as a team to develop from this invaluable feedback.
By having these procedures in place at ROAR, we can not only maintain our existing clientele and build client loyalty but also attract new clients who have had a bad experience at a competitor salon or who are looking for a new salon to visit. Creating the best experience for our guests is of upmost importance to us at ROAR and it’s something we will continuously work on and improve to show our guests how much they mean to us and how much we truly care about them.