Welcome to Part 2 of the Customer Journey series I'm sharing over the next few weeks.

The Welcome you provide for your clients is a fundamental part of why they revisit your business. If you get your welcome right, it tells the client that they've chosen well, that you align with them and that you are a pleasant and positive place to spend their money in return for the service you provide.

Everything we do within the salon industry is about providing service and that service needs to be consistently at the same high standard. Everyday should be an award-winning salon day, whether you've won awards or not. As an industry we should all be operating at that level to elevate the consumer view of what we do and to ensure that we represent our industry well.

How you greet your clients when they arrive often serves as the first in-person-contact they have with you and your business and sets the tone for their experience. Creating a welcoming space will enhance, even subconsciously, their likelihood of returning as they’re eyes, ears, nose, and hands will be filling up their senses of what they are experiencing. Check the following areas:

· Ensure the entry/reception area is clean, organised, and easy on the eye

· Give a warm welcome by using their names and mentioning the service they're having, those touches mean a lot

· Make sure you're attentive, friendly, and knowledgeable about salon services and any offers you have

· Offer refreshments, current magazines etc that fit your client demographic

Subconscious messaging will be picked up by your client and will reinforce their internal 'I'm in the right place' checks.

How does your current Welcome look? Could it do with a review? Remember first impressions count and those first impressions are revisited every time they come for their service.

Join me on my Facebook group and look forward to sharing more on Customer Journey next time.