Why don't customers want to walk into the beauty salon?

"One-night stand", don't expect honor or disgrace! -Talking about why customers don't want to go to beauty salons Author/Knife With the development of society and people's pursuit of high-quality life and quality of life, the professional beauty market is in the ascendant, and the value of the beauty industry is increasingly respected by society. Behind the prosperity, a problem worthy of the attention of colleagues in the industry has surfaced: although the decoration level of most stores is improving day by day and the reception service is also improving, the majority of operators obviously feel that customers seem ungrateful, the frequency of patronizing stores is getting lower and lower, and the trust in beauty salons and beauticians seems to have been declining. It is difficult to attract new customers into the store. For old customers, it is still difficult to effectively invite people to continue to enter the store after you have exhausted all kinds of reasons. 1. Why don't customers want to walk into your beauty salon? First of all, we need to clarify a problem: in fact, it is not that customers are unwilling to walk into beauty salons, but that they dare not! Originally, the beauty salon was a relatively exclusive, private and undisturbed business place in the service industry. As for customers, they come in to relax and accept related products, care and other services. The customer relationship links in beauty salons are actually deep and stable. Besides, modern people are used to running around and overdrawing their bodies and minds to get money. In the urban jungle of reinforced concrete, women's skin, figure, health, sentimental beautiful mind and even romantic dreams need considerate care! However, our beauty salon, intentionally or unintentionally, has deeply hurt the customers who trust us. 1. We are used to treating customers as rich fools. In addition to conceptual deception, we have tried various reasons, that is, lack of sincerity to treat others well. 2. The starting point of our project selection is often sales and profit orientation, and it is difficult to really handle the first level for customers from the perspective of quality and effect. Sometimes because of interests, we act as accomplices of unscrupulous manufacturers, only knowing the concept of crazy speculation and strengthening sales. 3. Although the internal training and management of beauty salons are constantly being strengthened, they are largely centered on sales and "money". The service skill has not improved, and the tactics of selling goods to make money are constantly being refurbished, but customers can always be stupid, right? In fact, put yourself in others' shoes. Customers finally got up the courage to walk into beauty salons or our various places. In most cases, the result of harvesting is "kill again". We play "one-night stands" with customers again and again, betray customers again and again, and finally complain that people are not loyal to us. Do you think people are stupid and don't protect themselves? Second, what is the essence of beauty consumption? From the perspective of consumption, professional beauty itself has the characteristics of professional service, luxurious enjoyment, delicate sensibility and brand dependence. However, there are only a handful of places where the existing market environment can meet these needs of customers. In the whole beauty industry chain, beauty salons have the most fundamental and core significance, and should be the main position to provide customers with reliable physical and mental relaxation and comprehensive conditioning. For beauty salons with more and more luxurious decoration, the matching of software and hardware directly determines the quality of beauty salons and the degree of customer recognition. If the soft environment such as culture is seriously lacking, the luxury of hardware is a waste and extravagance, and customers can't realize that beauty salons are responsible and caring for customers in words and deeds, then it is natural for customers to stop entering beauty salons. We need to further explore the essential needs of customers to enter beauty salons. Is to seek physical and mental harmony and health. The duty of beauty workers is to create and provide ways and means of harmonious beauty of body and mind, meet the implicit and explicit needs of beauty seekers, guide customers to pursue excellent quality, enhance their extraordinary personality, taste life and improve their quality of life. Bringing tangible benefits to customers with high-quality products and projects, giving life to enterprises with culture, winning the trust of customers with professionalism and love, and making brands with heart can win tomorrow. Third, the development of beauty salons must go beyond the profit-seeking stage! Beauty salons, like many service formats developed from small to large, have to go through two basic stages: 1, the initial stage of starting a business (expedient period), which is completely profit-oriented, with sales as the profit model, short product cycle and easy elimination. The core of this stage is to do a good job in project management. 2. Brand development stage: it takes five years to accumulate. To establish brand management and customer trust, and to build brand image into a profit model, we must do a good job in cultural construction and build a lasting and healthy brand vitality. At this stage, customer viscosity increases and emotional consumption increases. No matter what profit model is adopted at any time, customers are customers, and the main thinking direction of operators should be how to meet the real needs of customers. High-quality products and projects are the foundation, professional service system is the core value, the construction of corporate culture is used to accept the heart, the system is used to guide the implementation behavior, the foundation of sustainable management lies in the establishment of brands, and the source of sustainable profit lies in the hearts of managers. In other words, if you make a brand with your heart, you can ensure continuous operation and truly think about your customers, so that they can trust you. Customers have basic trust and even dependence on beauty salons. You don't have to be all fancy, she will come to the store to spend. Why beauty salons must have a harmonious, friendly and beautiful atmosphere? Because the atmosphere is like a person's magnetic field, it is a nourishing liquid for the soul, a harbor for the soul to inhabit, a happy soil, a source of harmonious nourishment of body and mind, and an important reason for customers to enter the store. Fourth, how to establish a high-quality customer service system in beauty salons Many operators think that "good" customer service means pouring tea, taking magazines and chatting with guests. The clerk is kind and polite "Welcome, thank you for coming", but these are only superficial customer service. Customer service is a kind of pay, don't just think about the "income" in your pocket. Please remember: the main purpose of customer service is to retain long-term customers. If inferior customer service is expensive, then good customer service is priceless and can help you run your business successfully. First of all, you should understand that customer service has both marketing and governance functions. When a good service makes customers feel and be moved, the relative reward is word-of-mouth publicity. On the other hand, when the whole store operates this service system that satisfies customers, it also establishes a goal of joint efforts. The productivity and profitability of beauty salons will continue to improve and play a role in governance. How to implement "Quality Customer Service System"? The first step: to implement comprehensive management, operators must first formulate a concise customer service tenet, form a special service statement after communicating with their partners, and form their own unique business style with the development of beauty salons, which all employees must strictly abide by, and operators are no exception. Step 2: Know your customers. Operators must be familiar with customers, know their preferences in the store, how to improve them, their consumption needs and expectations, their consumption motives, their satisfaction, and how to win customers' hearts continuously. Only by understanding these can we continue to be loved by customers. Ask every customer in the store now, and then record it truthfully so as to improve it. Step 3: Establish service quality standards. Customer service is not an abstract concept. Each business may form a unique implementation method after improvement, such as setting a specific standard service manipulation process. For example, when doing beauty and skin care, how to correctly judge the customer's skin quality, and suggest her to choose the appropriate care items and skin care products; In skin care, the influence of each procedure on customers' skin is correctly expressed through standard operating procedures. Correct information transmission will generate trust in customers, thus establishing the standard of service quality. Step 4: Hire, practice and reward excellent employees. Only competent employees can provide high-quality customer service and effectively retain customers. In order to satisfy customers, we must hire excellent employees. Effective and systematic training for employees can make employees know exactly the company's customer service standards and provide the best customer service. A high salary is equivalent to a good-quality employee. The ability to deal with emergencies is the focus of training and education for employees in the whole store. Step 5: Reward service achievement "Encouragement is a tonic for the soul", and it is absolutely necessary to reward outstanding performance. Similarly, the good behavior of customers is also worthy of reward, and the company's understanding will impress customers and employees. Only by identifying with customers can we establish a long-term cooperative relationship with customers. Step 6: Keep close relationship with customers. The secret of "quality service system" is to keep in touch with your customers, study your customers and learn from them, among which "listening" is the most important topic. When the customer agrees with the atmosphere and responsibility of the beauty salon, the bottom line is that the customer relationship will really be established after she starts to accept our services or buy your products. Customer's payment is not the end, but the beginning of customer service. Step 7: Good, better. No system is perfect. You must constantly strive to improve your customer service and preservation plan. Customers and employees usually give positive comments on the motivation of operators to strive beyond the status quo, because they know that you are trying to do your best. V. Matters needing attention in managing customers' hearts 1. Advantages and disadvantages of beauty salons Many beauty salons rely on the emotional connection between beauticians and customers to expand their business scope. A good customer always has several good friends around him. If this beauty salon gives them enough services and establishes a good reputation, it will inevitably attract a large number of tourists to the beauty salon. Human feelings give people a warm feeling, but the market gives people a cruel feeling. If human feelings are combined with the market, it will be followed by human feelings business, and the result may be the loss of attitude and principles, and business will become more and more difficult to do. The market is only familiar with the laws of the market and relies on competition. The market does not believe in tears and human feelings, but only recognizes reality. Therefore, the manager of the beauty salon should be firm and let people separate emotional sales from market sales. 2. "customers" should be kept in mind. Customers are "God" and should be taken to heart. A beautician who really understands the customer's psychology is really considerate of the customer, not relying on small discounts and small favors to meet the customer's small requirements. Because no matter how stupid consumers know that "only smart sellers, no smart buyers", no matter how cheap the products are, you also earn her money, so a smart beauty salon should keep the purpose of "service first" in mind and put it into action, provide first-class star service for every customer, and make your customers feel that the money she spends is worthwhile. 3. "Abandoning the old" and "painting the new" are for the benefit of customers! As the management of beauty salons, some expired products and aging products should be invalidated, and don't treat your customers at a low price. Once these processed products have quality problems, your customers' trust in you will be reduced; For some advanced beauty equipment, newly listed brand products and technical projects, do not hesitate to introduce them, so that your beauty salon by going up one flight of stairs can quickly distance itself from the surrounding beauty salons. Don't go in or out. Meeting customer needs and operating customer satisfaction is the only goal of your enterprise. Customers love your beauty parlor and trust your beautiful angels, products and projects. Once you achieve the goal of customer satisfaction, all the performance growth and income will naturally come continuously.