How To Manage Client Expectations

Clients will be looking for a Christmas transformation in the lead up to the holidays. Make sure they know exactly what they can achieve before beginning any treatment. This will minimise the risk of complaints. Remember every client has a different personality and treatment needs. So tailor each consultation accordingly. That way you will be able to manage client expectations.

Three Important Ways to Communicate

1. The Environment

Create an open and honest space from the very first meeting. This is especially important during the consultation. Consider the image your client may already have about you before the meeting.  What is the language you use on the phone and emails? Does it match the in-salon experience? Develop a rapport where you can approach your clients’ concerns. Always allow enough time to listen and be transparent. Make sure you are thorough and there are no surprises. Offer a beauty path that shows a realistic end result so you can manage client expectations. Be a good listener at all times.

2. You

Look smart and act professional – yet be approachable.  Are you are radiating the right emotions for the situation? You never want a client to think you are feeling anything negative. Never show any frustration or stress. This will affect the legitimacy of your knowledge. To get a positive response it helps to be positive. A client can easily feel uncomfortable or ignored – how you look and behave in front of your clients is important. Consider your body language.

3. Your client

Try to use closed-loop communication with your clients to avoid misunderstandings. This encourages proper listening and understanding by both parties. If your client repeats what you’re saying it means they understand you. Make sure you repeat the clients’ expectations back to them so they know you are listening too. This way both expectations are aligned.

Manage Client Expectations

Aim for clear messaging around any potential aftereffects. The best way to do this is both verbally and in writing. Then there is no room for misunderstanding or miscommunication and you can properly manage client expectations. Some clients will voice their dissatisfaction. Others will remain silent and not return to the salon. Manage customer expectations by checking in often with your client. Make sure they are happy. Good customer-care and effective communication will guarantee customer satisfaction. Remember the success of your salon depends on your clients feeling satisfied!