When clients enter your salon they are taken on a journey, both physically (from the reception area to the backwash area to the styling chair) and emotionally (from being nervous during a consultation to an emotional high when they see the finished result). Mapping out this journey and ensuring your team are aware of how they can interact with clients at different points will help improve the experience of clients in your salon.
Each salon will have a different client journey, but generally it is:
Reception (welcome) -> Waiting Area -> Styling Station (Consultation) -> Backwash -> Styling Station (Services) -> Reception (Payment) -> Exit
At each step of the journey your client will feel different and they are receptive to different messages. During the consultation they may feel nervous about a new colour change or a different haircut so make sure your team positively reinforce the client’s choices. After the backwash when their hair is wet and they have a towel wrapped around their head they may feel vulnerable, so make sure it is a comfortable atmosphere and if you can, avoid having them too near the window and on show. Mapping out the journey can also help your stylists work out when it is best to recommend retail products and additional services. Educate your team to start conversations about home care regimes during the consultation, reinforcing the message at the backwash by explaining what products are being used and then giving positive feedback about how their hair feels and looks during styling.
Map out your client journey and try to make it uniform across all stylists so you know clients will always be treated with the same consistent, high-level of service.
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