The client experience
In a fun and enlightening session, Cory Couts outlined the ways in which you can improve the client experience ensuring clients keep coming back to you – and you only.

Key learning: There are eight ‘touch points’ to the client experience, points at which you need to focus your attention on the service you give. They are: the appointment; the entrance; the greeting; the consultation; the shampoo; the service; the send-off; and the follow-up. For impeccable and consistent service, make sure the entire team addresses and perfects every touch point.

Top advice: We are no longer operating in a ‘service’ economy, rather an ‘experience’ economy – lending weight to the need to create a clear strategy for your clients’ total experience and help give your salon a unique selling point.

Intriguing fact: It costs 5-6 times more to attract a new client than it does to retain a current one. Think about it!