Inspiring Salon Professionals Sue Davies

Joining me on this episode is Debbie Allen, a salon professional and education expert who has over 40 years served. We discuss how your professional boundaries advise your clients on how your business operates, what they can expect and also how they help you maintain your own sense of self, wellbeing and business management. We share our experiences of when boundaries flex too much and what an unprofessional service can do for your client perception.
Debbie is a mindset and hypnotherapy coach as well as a salon industry education provider covering everything from entry level to advanced skills and through to helping professionals transition into education.
You can connect with Debbie through her Just Fabulous socials...
Debbie's Instagram
Debbie's Facebook
Head over to the Just Fabulous website and download Debbie's free Ebook - Raise Your Confidence Game .



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Welcome to the final part in the series on Customer Journey and in this episode I'm talking all things Reconnection.
How to communicate and maintain relationships with clients once they've walked out of your venue. The methods are varied and cover areas like:

Client goody bags with free gifts, merchandise, price lists - all tangible things to hold and commit their experience to memory and their sub-conscious mindLoyalty schemes - they'll want the next stamp and the incentive Recommend a Friend - they'll be talking about youEmailing and reconnecting with absent clientsEmailing as a follow up to their treatment - make them feel valued, educated, cared about and heardSocial media - VIP groups, communityMemberships and clubs
There are so many ways to keep up communication with your clients and I'd love to hear what you do to maintain that connection.
At the end of the episode I talk about my new venture, Sue Davies - Inspiring Business Excellence which I'm launching and will provide opportunities for you to connect with me to audit your business' client journey with the Client Experience Audit and also book my Mystery Shopper Audit.
The Client Experience Audit is FREE and takes you through a 26 question quiz to review your client experience through 6 areas. You'll receive an overall score along with feedback so you can see areas you're doing great and areas you may need to review. There is also the opportunity to book a review call with me to discuss how you can implement changes and adjust your client journey.
Take the FREE Client Experience Audit here
The Mystery Shopper Audit will provide you a full review of your discover, connection and booking processes with a feedback report. This is
Buy your Mystery Shopper Audit & Report £48.50 until 31/5/24 use code SL50 (usual price £97)
Buy your Mystery Shopper Audit, Report & 60 min Implementation Call £98.50 use code SL50 (usual price £197)
Want to get more organised in your business and work through your mission, goals, be more mindful and have all your planning in one place? Buy my new 6 month undated Salon Business Planner here with FREE postage!

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In this episode we continue the series on Customer Journey and look at departure and how that flows for your client.

Checking in with them on their happy level at the end of their serviceAftercare and homecare with professional recommendationsRebooking and payment with simplicity and easeValuing their visit and asking for feedback
These elements are major factors in the experience they take away with them and will be part of what makes them want to reconnect.



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Welcome to the third part of my series on Customer Journey where we're exploring the variety of ways that you connect with your clients.
The ethereal nature of ambience is that something that your client may not be able to exactly put their finger on until it’s not right. Ambience is that feeling of niceness, comfort, and Mmm. It’s things like your venue being clean, hygienic, tidy, the right lighting, good brand colours, a clean toilet (yes, that’s part of it too, believe me as a someone who’s been mystery shopped and read mystery shop reports as a judge many times, I’ve witnessed several comments on how clean or dirty a client toilet was.
Things to look out for are…
·  Lighting – soft in treatment rooms, task lighting at workstations, good lighting in your welcome area. If you only have one space, then have a mix of lighting elements so you can brighten or dim depending on task at hand
·  Hygienic work areas, meaning no messy wax pots, no nail service dust, clean bottles. This type of attention to detail is not noticed when it’s done but when it’s left out of daily routines it’s the elements that the client will remember negatively.
·  How are your work areas set up to welcome a client? What is your towel set up like? Do you use a heated underblanket or a cool blanket if you have clients that are going through menopause and may need something cooler.
·  How do you adapt your service for clients that may need other types of support, providing inclusive based services for other humans that you need extra awareness to help them feel they can connect with you. Think of the deaf community, neurodiverse people, menopausal women - the list is quite endless but if you can hone in and show you understand, can adapt services and can assist them they will arrive and be loyal to you in the longer term.
The website is going to be moving to a new home shortly, so the best place to connect is on my Inspiring Salon Professionals Facebook group and I also host and manage a group called UK Salon Professionals & Education Providers Business Advice & Guidance where there is a collective of approved experts and coaches to help you grow your business.

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Welcome to Part 2 of the Customer Journey series I'm sharing over the next few weeks.
The Welcome you provide for your clients is a fundamental part of why they revisit your business. If you get your welcome right, it tells the client that they've chosen well, that you align with them and that you are a pleasant and positive place to spend their money in return for the service you provide.
Everything we do within the salon industry is about providing service and that service needs to be consistently at the same high standard. Everyday should be an award-winning salon day, whether you've won awards or not. As an industry we should all be operating at that level to elevate the consumer view of what we do and to ensure that we represent our industry well.
How you greet your clients when they arrive often serves as the first in-person-contact they have with you and your business and sets the tone for their experience. Creating a welcoming space will enhance, even subconsciously, their likelihood of returning as they’re eyes, ears, nose, and hands will be filling up their senses of what they are experiencing. Check the following areas:
 
· Ensure the entry/reception area is clean, organised, and easy on the eye
· Give a warm welcome by using their names and mentioning the service they're having, those touches mean a lot
· Make sure you're attentive, friendly, and knowledgeable about salon services and any offers you have
· Offer refreshments, current magazines etc that fit your client demographic
Subconscious messaging will be picked up by your client and will reinforce their internal 'I'm in the right place' checks.
How does your current Welcome look? Could it do with a review? Remember first impressions count and those first impressions are revisited every time they come for their service.
Join me on my Facebook group and look forward to sharing more on Customer Journey next time.

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Customer Journey is about the first moment of connection through to that long lasting bond that you have with regular clients who value you and what you do and you value them for continuing to be part of your business journey.
In the coming episodes I'm going to be talking to you about the different elements that make up this part of your business - the UXP (User Experience) - and how you can make that connection stronger and more appealing to a potential client.
In this episode we'll cover Discovery which is all about what happens once that person has had the idea that they want to book a service and what they do next? We'll look at Google, websites and social media and discuss how attracting your ideal client is about more than just having a presence.
How does your business stand out against the other salons around you? How are you connecting when clients are doing their research? Do you have …
 
·     Your Google Business Profile. This is a hugely important piece of your marketing and gives potential clients an awareness of all the vital information without looking for your website or socials and puts you on that handy map on Google. Used well Google Business Profiles can create a great online shop window for your business, which is even more important if you don’t have a physical shop window.
·     Do you let your potential clients know what your accessibility levels are? For example, are you wheelchair accessible, deaf accessible, do you provide silent treatments, are you trans aware? All these elements and more can welcome different communities to your business.
·     An up to date and current website that provides information about the business including treatments, pricing and booking options. Make sure that the information is current.
·     An up to date and current social page on Facebook or Instagram
These 3 areas are the first points of contact for any new client in today’s world. Yes, some may do the old-fashioned thing of walking past a few times if you have a high street venue, and then coming in for a price list, but with more home-based businesses than ever, your online presence is how they do ‘a walk by’. Don’t miss this opportunity to connect with positivity and professionalism.
Over the coming weeks we'll be unpacking more about this as I take you on a journey through your own business and look at ways you can adjust your outward messaging to attract more ideal clients.
Join me on my Facebook group


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