MyBeautyTech - What do you know about your customer experience? - Viet

How do you Market your salon or Spa? Now the old way was we relied on our staff to go out hit the streets, hit the clubs, hit the libraries, however, or where ever and market themselves. But surely there’s a better way, in the age of information, the internet, social media etc. If your salon or spa doesn’t have a digital marketing system then you are sincerely missing out on true growth. 

Hi, my name is Dylan, I worked for the Flagship Paul Mitchell Salon in San Diego for half a decade and I have since been helping salons increase revenue. Now the whole time I worked for what was then one of the best salons in the entire nation we had zero marketing support from our salon. The salon relied on us 100% to market and grow our business. Okay, but don’t you think as a salon owner and someone who is relying on their staff being busy and bringing in customers that it would be in your best interest to help support the marketing efforts of your stylist? Of course, it would! What do you actually know about your customer’s experience? When a client leaves the door after being serviced by one of your staff how are they feeling? We hope they’re feeling amazing. We hope that they had a great experience from the start to the Finish. How do we really know that without directly asking these questions? You can’t assume we know what assuming does.

During my career as a stylist, I went through many ups and downs being packed solid doing 12 to 15 client a day kicking ass, taking names and having a great time. Headlining Hair shows and working on stage with some of the best Hairstylist in the entire world. After the financial crash hit as a high-end hairdresser my business tanked people weren’t spending $100 on haircuts anymore. When the economy tanked I had no way to actually see what was happening for my customer’s perspectives, had I a system to actually let me know I would have known the storm was coming so I could prepare and batten down the hatches. Customer feedback, client feedback is important to all businesses success but, in the Service Industries, it’s even more so. The only thing that matters is your customers and their experience. You are the greatest gift to the hairdressing world I know! And the best ever seen that’s all fine and great but the question is how do your customers see it? You could give the best haircut color but if your s*** to talk with and people don’t want to engage with you because you only talk about yourself and add no value to the conversation customers will stop coming in. How confusing for you a master stylist feeling as if you’re making everyone a rockstar every day. “Where are all my customers?”  Unless you ask them you will never know why they left because from your perspective you’re a master. 

    Understanding the customer experience is the most important thing possible I cannot stress this enough. What if your customers can’t get a parking space? But they don’t have the energy to tell you or they don’t have the confidence to tell you the reason why they’re not coming back. Because it took them 30 minutes to find a parking spot? What if your front desk is not polite?  What if you actually would give them a discount in their time of need what would that do to your customer loyalty? What would that do to that customer’s Experience? You would in that moment create the strongest promoter and Ambassador possible.  All by offering that customer a discount something that they need that desperately. They LOVE you, they want to come back but they can’t afford. Maybe they just lost their job. Could you suck it up and give them a discount?  Something that will bring you ten Folds.  You just strengthened your relationship with that act of kindness, people will never forget the bad things and they will also never forget the good things either. The question is which one do you want to present? You have the choice every day with every client that sits in front of you.  The success of your business is based directly on your customer experience. 

  So that brings us to how do we know the customer experience? The only eyes that matter are the eyes staring at you in the mirror we have to ask them. Now, of course, we don’t want to personally ask each client that would be intrusive.  It doesn’t feel comfortable it’s not a natural conversation no one will ever give you a straight answer. They will always try to look out for you that’s human nature. Always remember humans are emotional creatures we are not based in logic. Therefore asking someone a question that would either make you feel good or bad is always going to solicit a bias response. 

The only proper way to do this is with an automated follow up the asks each customer these questions. Now, most people do not want to be bothered with a survey and take their time to do this. So what are you going to bribe them with? Just like a child every person wants something. So if I tell you how you’re doing what are you going to do for me? If I take 5 minutes, 2 minutes, 1 minute out of my day what am I going to get out of this? Well, give him something! Not only give them something, give them something that will help you see them sooner and give them a reward for helping you out. They deserve it. We think that’s fair, do you?

Would you be interested in a system that would do all of this for you? Let me introduce My beauty Tech, not only does it do this, but it also creates an automated referral machine, gets you more and better online reviews and allows you to gauge the “health” of your business beyond the P&L report.  If interested please sign up for a free trial and we’ll see you on the other side. 

              Let’s CUT to the point MARKET your business or DIE!

         Dylan Reeve,

                     Founder/CEO, My Beauty Tech