Beauty pros: Here’s how to communicate well with your clients & retain them

By Michelle Brookes | 25 May 2024 | Business, Expert Advice, Feature, Tech Talk

Happy Clients Pedicure Nail Salon

Mastering the art of effective communication with your clients is essential for retaining their loyalty.

You can build strong relationships with clients by actively listening to their needs, feedback, addressing any concerns promptly and providing an exceptional customer service. This ensures that they feel valued and understood. 

Within my salon, Survey Monkey, the team regularly check ins with clients via emails and social media. Communication may involve details of the ‘treatment of the month’, salon availability or to seek their input. After every appointment, we email each client to ask if they were happy with their treatment and if they want to leave a review. We also use free survey tool, Survey Monkey, to create a questionnaire, which we then send to our clients if we seek feedback or want to find out more about their needs. Our clients seem to like this, as it makes them feel important and that we take their feedback seriously.

We regularly use email to communicate with our clients. For instance, if a new client visits for the first time, a personal email is sent by their beauty pro as follows:

Dear [client name]

I just wanted to send a quick email to say it was lovely meeting you today. We hope you enjoyed your [treatment name].

Thank you for coming to Beauty Lounge for your treatments and we hope to see you again soon.

From Gemma, Beauty Lounge 

Note any key takeaways from the treatment on the client’s record sheet. This could be personal information, for example if the client is going on holiday. This way, we remember to ask the client about the trip the next time they visit. This offers a personal approach to the client experience and makes them feel special; encouraging their return.

It is also important to read your client’s body language and ensure that your own body language is positive when communicating with them. Looking at a client and maintaining eye contact shows openness and sincerity. :ooking away will almost always undermine your message. Facial expressions, such as smiling, helps – but it should be genuine – do not smile if you are sad, angry or serious. Hand and arm movements are important: avoid fiddling as this distracts attention from your message. Think about your tone of voice, speak clearly and confidently in an even tone.

Keeping clients informed about relevant updates or changes can help strengthen your relationship and keep them coming back for more. Remember, communication is key when it comes to retaining clients and creating long-lasting relationships.