A great salon experience is just that \u2013 an experience. To keep a customer booking with you again and again, everything from how they book you to the way they feel when they walk back out that door has to be perfect. But sometimes you might be making little mistakes without even realising it.<\/p>\n
Let\u2019s take a look at the top 6 salon mistakes that (secretly) wind up your clients.<\/p>\n
Your customers might be coming in to see you because they\u2019ve got a crystal clear idea in mind, but they\u2019re also often looking for some impartial, expert advice on what works and what doesn\u2019t \u2013 the sort they can\u2019t necessarily count on (or trust!) from their friends and family.<\/p>\n
Make sure you\u2019re answering any questions they have honestly and giving them your professional opinion. For example, if they seem keen on a treatment that\u2019s unlikely to work for them, let them know politely (and explain to them why), and offer an alternative that you think will work better.<\/p>\n
They\u2019ll appreciate it. Remember, they\u2019re trusting you with something very personal. Nothing will leave a bad taste in your clients\u2019 mouths like feeling like just another number.<\/p>\n
Sometimes you overrun \u2013 it happens. But when you leave clients waiting for an appointment they booked for a specific time slot, that can be an issue. You might only be a few minutes late, but you don\u2019t know what they\u2019ve got on for the rest of the day.<\/p>\n
If you are running behind, make sure you let your client know as soon as they walk through the door (or even before, if possible).<\/p>\n
Offer them a cup of coffee or tea. Be apologetic but up front about it \u2013 clients hate being strung along that their appointment is just around the corner, if it isn\u2019t. It\u2019ll work out much better in the long run if you\u2019re honest.<\/p>\n
What services do you offer, and what do they involve? With a whole world of hair and beauty out there (and a busy, modern life) most clients don\u2019t have time to sit on the phone and ask you to run through exactly treatments you perform and how they all work.<\/p>\n
Find a way, either online or in-store (window display anyone?) to make sure all that information is clear and available so they can book you with confidence \u2013 at the very least for your most popular treatments.<\/p>\n
It\u2019s also a good idea to put down in writing any special procedure stuff, too (like what to wear or what to bring) \u2013 especially if it can be a bit embarrassing\u2026<\/p>\n
You\u2019re busy. There\u2019s roughly 1,000 things happening, customers and team members are flying in and out. But even in the midst of the madness, make sure you\u2019re setting some time aside between treatments to clean and prepare your space properly for your next client.<\/p>\n
It might seem pretty obvious, but you\u2019d be amazed how quickly cleanliness levels can slip on a busy day \u2013 and even if the mess isn\u2019t at critical levels, it\u2019s still the first thing your clients will notice, especially if they\u2019re first-timers.<\/p>\n
Maintaining that clean, hygienic atmosphere is one of the key selling points for your clients. It keeps them feeling relaxed, safe in the knowledge they\u2019re in professional hands. Take five minutes regularly to keep on top of the clutter, or assign a quick rota for your team. They\u2019ll notice the difference straight away.<\/p>\n
Client notes go beyond just a name and email address. Over the course of a year, you might treat hundreds of different people, but if you expect to make each of them know you care on the personal level required to build a customer for life, you\u2019ve got to learn a bit about each of them.<\/p>\n
Obviously, that\u2019s too much for any one person to just memorise. Note down key pieces of information after an appointment \u2013 what treatments they\u2019ve had, what they liked (and disliked). Any background info you think will let you provide better, smoother customer service next time.<\/p>\n
It\u2019s not cheating \u2013 it\u2019s a professional courtesy that will help you perform a better job. And, from their perspective, having to repeat their life story every few weeks isn\u2019t exactly the greatest experience, either.<\/p>\n
How much promo is too much promo?<\/p>\n
Blasting out an email to your entire client database every couple of days asking them to book again might bring you in a couple of appointments, but in the long run it\u2019s just going to really annoy people. You need to get a bit more tactical.<\/p>\n
Aim to tailor your other promotions to specific segments or groups of your clients that you think it\u2019ll be most relevant for, and send out smaller bursts \u2013 only every couple of weeks.<\/p>\n
Or, try working out when your clients should be coming in for their next treatment (it\u2019s a nice idea to set up a few time categories and mark it in their client notes \u2013 see above) and then send them more personalised messages.<\/p>\n
That\u2019s obviously a lot more work, but it\u2019s massively effective for turning first-time clients into dedicated regulars. Communicating a lot isn\u2019t the same thing as communicating well \u2013 and nothing will irritate a client more than clogging up their inbox.<\/p>\n
At Treatwell, we\u2019re on a mission to make growing a hair & beauty business brighter for everyone.<\/em><\/p>\n Unique access to millions of beauty bookers online? Check. A beautiful, digital diary you can access from anywhere (with GDPR-secure client notes)? Yep. Tailor-made marketing tools and automatic invites to rebook? You got it.<\/em><\/p>\n Always provide your professional opinion and answer client questions honestly. If a client requests a treatment that won\u2019t work for them, politely explain why and suggest a better alternative. Clients trust you with something personal and value feeling like more than just another number.<\/div>\n Inform your client as soon as possible if you are running behind, even before they arrive if you can. Offer a cup of tea or coffee and be upfront about the delay. Being honest helps maintain trust; clients dislike waiting without clear communication.<\/div>\n Display all service information clearly, either online or in-store, so clients know exactly what you offer. Include descriptions of popular treatments and any special instructions, such as what to wear or bring. This transparency helps clients book with confidence and reduces confusion.<\/div>\n Maintaining a clean, hygienic atmosphere reassures clients they are in professional hands. Even small messes are often the first thing clients notice, especially first-timers. Set time aside between treatments or assign a rota to ensure spaces are always tidy and inviting.<\/div>\n Record key details after each appointment, including which treatments a client had and what they liked or disliked. These notes help you personalise service and prevent clients from repeating their preferences every visit. Detailed records demonstrate care and make every client feel valued.<\/div>\n Limit general promotions to no more than every couple of weeks and tailor them to relevant client segments. Personalise messages based on when a client is likely due for their next treatment. Excessive promotion can annoy clients and damage the relationship; targeted, well-timed communication is more effective.<\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":" A great salon experience is just that \u2013 an experience. To keep a customer booking with you again and again, everything from how they book you to the way they feel when they walk back out that door has to be perfect. But sometimes you might be making little mistakes without even realising it. Let\u2019s […]<\/p>\n","protected":false},"author":50,"featured_media":678,"template":"","meta":{"_acf_changed":false,"_yoast_wpseo_title":"Salon Mistakes: 6 Client Irritants and How to Avoid Them","_yoast_wpseo_metadesc":"Discover the top 6 salon mistakes that annoy clients and learn how to provide honest advice, better service, and a welcoming atmosphere to keep them returning.","_editorskit_title_hidden":false,"_editorskit_reading_time":0,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","saswp_custom_schema_field":"{\"@context\":\"https:\/\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"How can you ensure clients get honest, expert advice from your salon?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Always provide your professional opinion and answer client questions honestly. If a client requests a treatment that won\u2019t work for them, politely explain why and suggest a better alternative. Clients trust you with something personal and value feeling like more than just another number.\"}},{\"@type\":\"Question\",\"name\":\"What should you do if you\u2019re running late for a client appointment?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Inform your client as soon as possible if you are running behind, even before they arrive if you can. Offer a cup of tea or coffee and be upfront about the delay. Being honest helps maintain trust; clients dislike waiting without clear communication.\"}},{\"@type\":\"Question\",\"name\":\"How can you make your salon\u2019s services clearer for clients?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Display all service information clearly, either online or in-store, so clients know exactly what you offer. Include descriptions of popular treatments and any special instructions, such as what to wear or bring. This transparency helps clients book with confidence and reduces confusion.\"}},{\"@type\":\"Question\",\"name\":\"Why is cleanliness critical for client retention in your salon?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Maintaining a clean, hygienic atmosphere reassures clients they are in professional hands. Even small messes are often the first thing clients notice, especially first-timers. Set time aside between treatments or assign a rota to ensure spaces are always tidy and inviting.\"}},{\"@type\":\"Question\",\"name\":\"How can keeping detailed client records improve your customer experience?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Record key details after each appointment, including which treatments a client had and what they liked or disliked. These notes help you personalise service and prevent clients from repeating their preferences every visit. Detailed records demonstrate care and make every client feel valued.\"}},{\"@type\":\"Question\",\"name\":\"How often should you send promotions to your clients?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Limit general promotions to no more than every couple of weeks and tailor them to relevant client segments. Personalise messages based on when a client is likely due for their next treatment. Excessive promotion can annoy clients and damage the relationship; targeted, well-timed communication is more effective.\"}}]}"},"categories":[],"tags":[],"target-audience":[18],"class_list":["post-677","blog","type-blog","status-publish","has-post-thumbnail","hentry","target-audience-stylists"],"acf":[],"yoast_head":"\nFAQs<\/h2>\n
How can you ensure clients get honest, expert advice from your salon?<\/h3>\n
What should you do if you\u2019re running late for a client appointment?<\/h3>\n
How can you make your salon\u2019s services clearer for clients?<\/h3>\n
Why is cleanliness critical for client retention in your salon?<\/h3>\n
How can keeping detailed client records improve your customer experience?<\/h3>\n
How often should you send promotions to your clients?<\/h3>\n