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Blog > 4 Top Tips for Improving Customer Experience in Your Salon

Published 3rd September 2020

Salon owners should always be aiming to improve their customer experience. In an incredibly competitive market, it is essential to stand out and provide a unique customer journey that will keep clients consistently happy and coming back for more.

Being in tune with a customer's needs and going the extra mile to keep them satisfied will result in an increase in positive reviews and a more loyal base of customers. But continually going above and beyond your client's expectations and thinking of new ways to provide value for money can be challenging, especially if you're a new business.

Need some advice? Try using these tips to create a more forward-thinking plan for your salon to really wow your clients.

Have a great attitude

A considerable part of the customer experience is the positive relationship clients build with the staff, and it is crucial to make them feel welcome and at complete ease. As such, the first thing you should be looking at when improving your customer experience should be how your team act.

For instance, if a client is new, they may be a little wary and unsure of the what to do and where to go, so your team should be going above and beyond to make them feel comfortable and clearly guiding them through the process.

If anything, your staff should be treating clients more like a friend than a customer. They need to take time to listen to what they have to say, sharing advice on treatments and aftercare as well as being conscientious of their needs, offering beverages, magazines or blankets.

Be aware of the journey

Consider the journey your clients will go through. As they go from treatment to treatment, what will they feel, hear and see? Will there be too much waiting time between each step, or will they feel rushed?

Be creative about the atmosphere and surrounds of a client to ensure that, if they do have to wait, they will have either entertainment or a relaxing ambience to unwind in. Consider little touches such as a luxurious sofa to sit on, free Wi-Fi or secluded areas to drift off in. Some salons will even go the extra mile with quirky décor or a cocktail bar.

Reward loyalty

For salons, spas and clinics, the only way to succeed is to build a loyal customer base. But aside from offering quality experiences, how can you ensure clients will want to return?

Try introducing a rewards programme where customers can grab free consultations, build points that guarantee discounts or even prizes. These initiatives will give your clients a compelling reason to return time and time again. Rewards can also provide a fantastic opportunity to encourage clients to use other service offerings. For example, your colour client may be tempted to try out your styling services if the right discount comes along, or your regular who loves a manicure may be tempted with a full body massage.

Make a lasting impression

What happens after a treatment has finished can be just as important as the treatment itself. A positive lasting impression is crucial in ensuring customers leave happy and are keen to return.

Try and make this process as relaxing as possible and avoid rushing clients our the door. Also, take the time to run through the products you used on them and explain their benefits as this could massively improve your retail sales.

Ensure your team also take the time to ask for feedback on the client's experience as this can really guide you in making improvements, while also making your customers feel listened to. You can also use this opportunity to promote your business' social media accounts and ask for reviews.

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