A study by Microsoft found that 96% of customers say customer service is important in their choice of loyalty to a brand, and research conducted by Dimension Data found that 84% of companies that work to improve their customer experience report an increase in their revenue.
So, not only is client experience important to your customers, it’s also an important part of the success of your business. When a client leaves your salon, spa or clinic feeling great, you’re well on the right track to creating a positive and lasting relationship with them.
But how do you create an exceptional client experience in your salon, spa or clinic?
When it comes to creating an exceptional client experience, it’s important to look at the whole package from start to finish. Every small detail can add up to determine a client’s overall experience.
Here’s how to provide the ultimate client experience that covers the complete customer journey, which will result in increased client loyalty, and more revenue for your business.
1. Make the booking process seamless
The perfect client experience starts when the client books an appointment with you. Whether they book in person, over the phone, or through your online booking, it’s important that your booking process is as simple and seamless as possible.
According to our data, more than 50% of online bookings are made outside of normal business hours, which indicates that some clients will prefer to book online at a time that suits them.
That means it’s critical that you’re providing them with the option to do so, otherwise those looking to book online will have a negative client experience if they then need to call you during standard business hours.
2. Appointment confirmations and reminders
Sending an appointment confirmation that enables the client to instantly add the details to their calendar contributes towards a seamless client experience.
To enhance the client experience further, if it’s a new client you could send a welcome email prior to their appointment with directions, your beverage list, and information about what to expect for their appointment with you.
Sending automated appointment reminders is also fundamental to salons, spas and clinics because they dramatically reduce no-shows. People get busy and often forget appointments that were made weeks ago, so clients love receiving reminders, and you’ll love having less no-shows.
Kitomba enables you to easily set up appointment reminders to automatically send to your clients before their appointment, either by SMS text message or by email. Find out more about Kitomba.
3. Greet on arrival
How you greet your clients when they arrive is crucial. You should have a receptionist if possible, or the client’s stylist or therapist should be there to warmly greet them and take them to their chair or treatment room.
Create a rule for your staff to live by for example, every client must be greeted with a smile as soon as they walk in. This not only helps maintain high service quality but also sets the tone for building a loyal client base.
4. Stick to the schedule
Managing time in a salon, spa, or clinic can be challenging when it’s busy or clients are running late. While it’s best to minimise this, it’s not always avoidable. It’s important to have processes in place to ensure it doesn’t negatively affect your clients’ experience.
For example, if you’re running late, inform your client in advance and offer them a free treatment or head massage next time. This shows you value your clients, which helps strengthen both client loyalty and your loyalty program initiatives.
Also, ensure appointments are booked with enough time to perform services exceptionally. Rushing through treatments can make clients feel unappreciated and lower your overall service quality.
5. Check the environment
Your salon, spa, or clinic should not only look good but also enhance the client experience. Think about how you want your client base to feel when they visit.
For example, if clients come to relax after work, use light colours, simple and calming decorations, and soft music. Consider every aspect of your space, furniture, equipment, flowers, magazines, and drinks—as well as non-visual elements like scent and sound. A thoughtful environment contributes to excellent service quality and encourages participation in your loyalty program, helping to retain and grow your client base
6. Your team’s appearance
Your salon, spa, or clinic team not only adds to the look and feel of your business, but they’re also representing your brand, culture, and reputation. How your team presents itself directly impacts service quality and shapes how your client base perceives your business.
Whether you have uniforms or a dress code, ensure it aligns with the look of your salon, spa, or clinic and is practical for your staff as they carry out their jobs. Clear appearance rules and guidelines help your team take ownership of their presentation, which reinforces your brand and encourages loyalty among clients, supporting your loyalty program initiatives.
7. The small touches
Sometimes the smallest touches can make a big difference in how a client experiences their appointment.
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Record past conversations in their client card: Note important details from previous appointments or upcoming events. Showing that you remember these details strengthens client relationships and builds a loyal client base.
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Remember their preferences: Knowing favourite drinks, names, or other personal details makes clients feel valued and cared for, improving service quality.
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Be thoughtful: Simple gestures, like helping with parking meters or offering umbrellas on rainy day, enhance the overall experience, making clients more likely to return and engage with your loyalty program.
8. The follow up
It’s always a good idea to follow up with your clients shortly after their appointment. Whether it’s a simple thank you message, asking for feedback or to leave a review, encouraging rebooking, or upselling products or services related to their appointment.
If you have a loyalty programme, Kitomba Everyday Marketing lets your clients know how many points they have and what they can spend them on.
You can choose the follow-up time frame for your messages, too. Whether you want to send the message the following day, a week later, you can easily do so with Kitomba Salon and Spa Software. Read our Everyday Marketing support guide to find out how.
A simple client experience framework
If you’d like to use some of these ideas to make your client experience exceptional but you’re unsure how to incorporate these into every salon visit, there’s a simple framework you can follow.
You’ll need to think about three things: culture, accountability and systems.
Culture
Ensure you create a culture where the importance of service is paramount and everyone knows they’re responsible for taking care of clients. Hiring the right people who fit into this culture will help achieve this.
Accountability
Ensure your entire team knows that they’re all responsible for ensuring every client’s experience is an exceptional one. Creating team accountability, rather than individual, helps ensure that each team member will work just as hard as one another to meet your standards.
Systems
These create the foundation and support needed to implement new initiatives consistently.
Improve your client experience and improve your business
We hope this has given you some inspiration to improve your client experience to be an exceptional one!
Remember, the proof is in the pudding: multiple statistics on customer experience compiled by Forbes show that improving your client experience will drive client loyalty and increase revenue. So start working on making your client experience the best it can possibly be!