I recently had to redecorate and furnish a few rooms in my house and my wife and I decided to visit a very large home wares store which had recently opened near by. Now I won’t give you the name of this store but let’s just say that I had some fantastic meatballs for lunch and almost everything that we bought was flat-pack. While we were walking around the store I couldn’t help but notice just how much thought had gone into how the store was run and how everything had evidently been designed with the customer experience in mind. Sure there where some folks who were stuck at snails-pace and one of our visits lasted 5 hours (plus another 3 the very next day!) but THAT’S the whole point! DESPITE the 50 mile round trip, the slow coaches and the endless walking, I was HAPPY to go back! Everything about the store had been thought through so well with ME in mind that I went back several times, told a bunch of friends just how great it was AND I’m already planning to go back! So what did they do so well that we can learn from to help OUR business? The list is too long but here are a few of the things that I noticed.
THE GREETING
The moment my wife and I entered the store we were greeted by a member of staff wearing a uniform, a name badge and a BEAMING SMILE. We were asked if we would like a bag, if we had been before and were shown where the map of the store was all by a member of staff who A: we could clearly see was a member of staff, B: looked happy to see us and C: looked happy to work there. “WOW!” I thought, “How easy is it to make someone feel welcome!? Imagine what it would be like if ALL businesses made their clients feel that good from the moment they walked in!” What they had done wasn’t rocket-science; they had simply increased their chances of converting a potential customer into a paying customer by setting a good first impression (you never get a second chance to make a first impression, right?). So what can we learn from this? Well, we can ask ourselves a few simple questions such as;
A: How obvious is it, to a potential client, who is a member of staff? Do your staff wear a name badge or uniform? B: How are potential clients greeted when they first enter your salon? Do all staff use the same greeting and SMILE? C: Do your staff look happy to work here? If your staff look unhappy, what impression does that give?
RETURNS
A big sign on the way in proudly states that if you change your mind within 30 days (and have kept your receipt) you can bring anything back for a full refund, no questions asked. WOW! So I don’t have to worry about the possibility of buying something that’s too big/too small or not really what I wanted. If I change my mind I can simply bring it back! What can we learn from this? Well, one reason clients may be reluctant to buy product is that they don’t want to pay for something that they may not like or that may not be suitable for them. In a nutshell, the potential purchase also comes with a potential risk. ANSWER: remove the risk! Give a thorough consultation to establish EXACTLY what the client needs, use the product on the client and show them how to use it, THEN explain that if they have any problems with the product or simply don’t like it they can bring it back within a certain time period for a full refund or (even better) an alternative product. By removing the perceived risk, the client is more likely to buy because they have nothing to lose and, if you’ve done your job right, neither do you. Everybody wins and THAT’S the best outcome.
LAYOUT
The layout of the store had been given huge consideration and as you followed the (unfortunately NOT yellow brick) path through the departments, everything seemed to flow seamlessly from one to the other. The path through the store made perfect sense and no opportunity to sell (or rather, for the customer to BUY) had been missed. So how does this relate to the salon?
A: How has salon space been utilised? Are there obstacles for clients and staff to dodge or is the space open and flowing?
B: Do clients move from waiting area to basin to station to reception smoothly or are they constantly back and forth across the salon?
C: Do clients have the opportunity (or the prompt) to buy product or services at every stage? Every stage is an opportunity to sell.
By looking at the layout of the salon, we can see how relaxing (or not) the clients journey through the salon is as well as any missed opportunities to sell products and services. A few changes COULD make a lot of difference.
GROUPING
One thing the store does so well is the way that they group products that go well together, TOGETHER. When I saw the desk that I wanted, I sat on a fantastic (or, as my wife would say, “Grandeur”) office chair (which I bought), at the desk (which I bought), with a computer cabinet underneath (which I bought), I turned on the lamp (which I bought), took a closer look at the paper trays (which I bought) and checked the dimensions of the dresser beside it (which I bought). All of these products were on show separately in other areas of the store but by grouping them together I could see that they worked well together and didn’t have to try to imagine what it would look like (or, as my wife would say, “use my brain”). So how can we use this in the salon?
A: Instead of simply grouping products by manufacturer, try grouping products by hair type. Straight hair, Curly hair, Hair with volume etc. This way, clients are more likely to try a product they wouldn’t normally notice.
B: What’s the big hair trend right now? Group products that replicate the current trend and run a promotion on them.
C: How easy is it for your clients to find the right product for their hair type or desired look? Place posters and other imagery that correspond to the products beside/around them. Make it as easy as possible for the client to find (then buy) what they want.
LOYALTY CARD
I’ve written about loyalty cards before and this certainly won’t be the last time I write about them. Why? Because loyalty cards are ESSENTIAL to any consumer facing business. Loyalty cards are a great way of not only saying “Thank you” to your clients for their business but are also a great way of increasing client visits and client spend. The loyalty card I now have gives me free coffee Mon-Fri (so I can buy more stuff, faster and with more energy), access to certain promotions (so I can buy more and feel smug about it) as well as other extras. Even my local chip shop has a loyalty card scheme! So could your business benefit from a loyalty card? You batter believe it (sorry!) and here’s a few reasons why;
A: Loyalty cards can increase retail sales throughout the year WITHOUT any selling involved.
B: Loyalty cards can be used to promote certain services within the salon.
C: Loyalty cards are a great way of saying “Thank you” whilst giving your clients another reason to keep coming back.
So, if you’re not running a loyalty scheme, not only are you missing out but you may soon find your clients aren’t as loyal as you think.
CUSTOMER SERVICE
Every member of staff I spoke to was smiley, happy to help and very informative. It was evident that those in charge knew what many other businesses seem too often to forget; THE CUSTOMER IS KING. You could have the best looking business, supplying the best product but if customers don’t come back because customer service is nil, only one thing can happen. YOUR BUSINESS DIES. Even after being (mis)informed that I could order the products I wanted online and having to return the next day, the store managed to turn my negative experience into a positive one by having someone phone me within 10 minutes of my complaining on their website and offering to order them on my behalf. Now THAT’S great service! So how does yours measure up?
A: How friendly are your staff? It doesn’t matter how bad your day’s been, to a client, your happy to be here AND happy to see them.
B: How informed are your staff? As we covered previously in “Do you wif?” the more you learn, the more you earn.
C: How do your staff deal with complaints? Every negative has a positive. We can always learn from our mistakes.
“Good” customer service just isn’t “good” enough these days. To beat your competition, you have to be “GRRRRREAT!”
EXTRAS
What really stuck in my mind was the “extra” services they provided such as a great restaurant, charity service for your old furniture, van hire and an assembly service (which, may I add, I didn’t need to use!). These are services that they didn’t HAVE to provide but had the desire to. Going the extra mile by doing more than your competition ALWAYS pays off (in the till). How could YOU go the extra mile?
A: Do you have a nice café nearby who could provide food for your clients? If you help their business, you can bet they’ll help yours!
B: What do your clients do when it’s raining? Run from the salon? Wait ’til it stops? How about leave the salon under a FREE umbrella, advertising your salon and showing everyone just HOW great your salon service is? Disposable umbrellas with your salon name on cost a few pounds each, are a great customer service/marketing tool AND you can bet your clients will tell their friends (nothing beats client recommendations).
C: Fed up of seeing clients in town with hair styled badly? Why not offer a styling tutorial service for clients on your quiet days? Not only will this increase client satisfaction but could also increase your retail sales because your clients OBVIOUSLY need the products that you use in the salon.
So the next time you’re in a department store, a clothes store, a café or wherever, take a look around. Look at the staff, speak to them, how informed are they? Look at the layout of the store and how they merchandise their stock. How easy is it to find what you need? What do they do to make you WANT to buy? What’s the customer service like? Have they gone the extra mile? Do they have a loyalty scheme? There is SO much we can learn from how other businesses do business, whether they do it well or not.