Word-of-Mouth marketing is the most difficult to measure, but it's also the most cost effective because it costs you nothing.
Your customers are the best vehicle for positive word-of-mouth marketing, but how can you get them to talk about you?
Here are 8 ways you can help build positive word of mouth for your salon.
Set the Atmosphere
Use soft, fresh sheets; play relaxing music; and keep service areas organised and sanitised. Clients love familiar environments and will refer everyone they know because they’ll know you’ll take care of their referrals as you do them.
Make eye contact, greet clients by name, offer a genuine compliment, dress to impress and practice good hygiene. These small details show your clients you care about them.
Read Your Clients
Engage clients in polite conversation and ask about them—but don’t dig too personally. Conversations should be uplifting and never geared toward gossip or your clients will lose trust in you. Nix chatting if it seems like they want to relax or sleep. The more you do for them, the more they’ll refer you to others.
When consulting with clients on lash or brow styles, never tell them they’re wrong, even if you disagree. Instead, let them know what your education and experience has taught you regarding what will complement their features.
Be an Open Book (With Your Services)
Walk clients through the service, answer any questions they have and never talk down to them. Remember, some clients may be nervous or tense if this is their first time receiving the service.
Respect the Clock
Your clients’ time is precious, and disrespecting it can net negative word of mouth. Don’t be tardy, go overtime, or call or text clients off-hours.
Create a Referral System
Reward your clients for spreading the word with a referral system that garners them perks at your shop. Think: point systems toward discounted services or retail. The ‘If you scratch my back, then I’ll scratch yours’ mentality is always healthy in the artist/client relationship.
Send Them Home With a Smile
Never rush clients and always allow them to examine your work post- service. When your clients leave feeling confident and happy, they’ll keep coming back—and they’ll bring their friends.