The beauty and wellness industry needs to constantly assess itself to improve itself. Therefore, salons and spas need to tick the checklist advised by CK Kumarvel, Co-Founder, Naturals Salon and Vikram Bhatt, Director, Enrich Salon & Academy for continued patronage from its clients.
There is much bouyancy around the beauty and wellness business. Gone are the days when there were salons in the lanes of metropolitans, now the Tier II and III cities have overtaken and clearly left the urbania behind in making a mark in the salon business. Courtesy godfather brands like L’Oréal Professionnel, Wella Professionals, Schwarzkopf Professional and FMCG brands, there are visually delightful salons that offer great service at competitive rates, in smaller towns and cities. And what’s more, several personal care brands are adding a professional range to their product portfolio. A fitting salute to the growing dimensions of the industry.
Salons in the country have moved from single ownership, run by family members, to professionally managed chains that are run by managers, who have studied and been trained in Salon Management. There is a special focus on customer service, ambiance, visual dynamics of the interiors and luxury. Policies are being set on retention of staff, training and proper incentivisation, which help in the latest techniques in hairstyling and beauty being offered. The mom-and-pop shops are well and truly over.
Despite the tangible joi de vivre, it makes innate sense to still assess your salon and tick the checklist advised by CK Kumarvel, Co-Founder, Naturals Salon and Vikram Bhatt, Director, Enrich Salon & Academy.
Pay attention to hygiene levels: The most important service quality a salon must emphasise upon is the level of hygiene and cleanliness to be maintained in the salon. If we don’t take care to sterilise the equipment, maintain cleanliness in the treatment rooms and the hair section area, the clients are not going to come back for a repeat service, and eventually, the salon will lose business.
Customer relationship management: A salon must hire efficient managers to manage client relations. A happy and well-attended client will refer friends and family, which will further help to generate salon business.
Offer all services in hair, skin, nails and make-up: Every salon must offer all services covering hair, skin and body so that clients get every service under one roof.
Retail therapy: Salons must retail products related to the services offered, which are for home care use. Emphasis on retail must be explained to the client.
Return gift: To win over the customer completely and have her return, the salon must give the client something to take back with her. It can be a discount voucher, referral card, loyalty card, and more.