Beauty salon customer acquisition 3. Why are beauty salons losing a large number of customers?
(1) Loss due to poor value
Value is the function of product quality in price. Shoddy products and services will keep customers away. Customers churn because they feel they get an inferior feel from products and services and lack a sense of value.
(2) The service system is incomplete and lost
The service system is the process of delivering products and services to customers. Customers who come to your beauty salon to receive services will face many aspects: such as the location of the beauty salon, whether it is convenient for customers to come, whether there is a parking space, whether the appointment phone number is accessible, whether the customer's consumption information is completely saved, whether it is busy or Whether the services provided during free time are the same, and whether new customers and old customers are treated the same. Therefore, we believe that the service system is the key to good operations. Our problems often lie in various links. Therefore, to do a good job in systematic work, we must carry out scientific design and actively provide appropriate training to employees.
(3) Loss of employees due to poor service performance
Loss of employees often stems from communication problems. Employees who cannot communicate effectively can easily arouse the anger of customers. Common examples of employee turnover include:
Not greeting or smiling at customers; delivering inaccurate information or lack of product knowledge; chatting or answering phone calls with other employees to the point of neglecting customers attention; reckless or indifferent attitude; tough sales; inappropriate, unhygienic or too casual appearance and decoration; verbal communication that makes customers feel unhappy, etc. Generally, these situations occur unconsciously. The main reason is that employees cannot communicate effectively with customers. Therefore, learning and understanding communication methods is an urgent training course for beauticians.
1. Product: It is the focus of consumers’ pursuit and attention. In the early days, customers came to the beauty salon and trusted the beauty salon through the products. Later, after the beauty salon became famous and formed a brand, the customers believed in the products through the beauty salon. This is This change requires beauty salons to pay attention to quality, especially for new stores and new customers.
2. Service: The embodiment of the added value of a beauty salon, some non-technical prices that can impress customers are services. The characteristics of services should be institutionalized, standardized and normalized. Make customers feel like God and have a sense of value, and you can retain customers.
3. Professionalism: An unprofessional beauty salon cannot give people a sense of trust. Professionalism is a reflection of the beauty efficacy, which is realized by customers attentively. It is the signboard that distinguishes your beauty salon from other beauty salons and shows professionalism. Only in this way can we retain customers for a long time and enable the long-term development of the beauty salon.
4. Beauticians: They are the spiritual mentors of customers and the external window of the beauty salon. Many messages are conveyed from their mouths. Their work determines whether old customers are retained. Cultivate their six hearts and two characters, which refer to: confidence, perseverance, patience, love, professionalism, responsibility, initiative, and perseverance.
5. Members: Cultivating members, especially those with high loyalty, is the treasure of the bottom-up development of the beauty salon. Members can have member address books, regular activities, beauty lectures and salons, and free consultations. Offers and benefits several times a year. Members can create a family feeling and atmosphere, become a small social group, and provide comprehensive membership packages.
6. Promotion: Frequent and uninterrupted promotional activities. Promotion is the treasure to promote sales. Try to find some new promotion methods and methods to give members more benefits and surprises.
7. Activities: Event promotions are a trend in beauty salon promotions and are a great way to quickly improve performance. It can range from skin care to women's family, which consumers like to hear, from financial investment, self-image design, quick makeup, women and sex to destiny, Feng Shui and dream interpretation. Invite experts to give lectures on promotions, and add humor, jokes, and skits to liven up the atmosphere and enhance communication.
8. Public relations: Public relations is also a good way of promotion. Public relations mainly target regional industry associations, such as the Artists Association and media that may cover regional consumers, as well as influential agents and safe beauty salons. Waiting for medals or banners, etc., to expand influence and fame through this method. Regular return visits to personal services are also a form of public relations for important guests.