I’ve been getting two questions a lot lately from business owners:
“How do I keep my clients?”
“What can I do to create more loyal guests?“
This is why I love talking about client retention — because I believe it’s just as important as focusing on attracting new clients.
If there’s one tip I can give you about creating a solid relationship with your clients, it’s this: Always ask your clients for feedback.
And salon owners?
If you’re looking to create long-term, loyal relationships with your stylists, you can create such a bond by doing exactly the same. Start asking your team for feedback, too.
Of course, you know I always talk about carefully tracking your numbers and profit.
But, client retention is another way to build a successful, sustainable business full of clients you want to spend time with.
I know all too well what it feels like to get a negative review on Yelp or receive a phone call from an unhappy client. You get that sick feeling in your stomach and become defensive.
I know it’s a hard pill to swallow.
But! There are such positives to embracing reviews and receiving feedback.
And that only increases when you ask for feedback.
How to Get Feedback at Your Salon
I’m going to break down both sides:
A) Stylists to clients and…
B) Salon owners to stylists.
Both types of feedback are incredibly important to building a hair business.
How to Ask a Client for a Review or Feedback
I recommend sending out a feedback survey to EVERY new guest within 72 hours of their first visit.
You want to ask about 4-5 questions — and one should be, “Would you refer a friend?”
I also recommend sending out a survey to existing guests once or twice a year asking what you could do better.
This is a great way to reach out to your guests and remind them that you truly care about their feedback, even if they didn’t love their last appointment.
PS. I wrote an article about client follow-ups, if you need help thinking through your follow-up emails for clients. 😉
How to Ask Your Salon Team for Feedback
Getting feedback from your team is incredibly important.
Aside from monthly team meetings, I recommend having your stylists or employees fill out an anonymous survey once or twice a year asking:
- How you can better serve them
- How you can improve within the business
- How you can be a better leader and owner.
Offering a feedback loop is a way to build trust and loyalty between you and your team.
People want to feel heard and like they matter.
The simple act of reaching out and asking for feedback on how YOU can improve as a leader shows humility and transparency. Most team members truly appreciate the effort.
Why Feedback Matters — Even the Critical Feedback
Like I always say: Feedback, whether it be positive or negative, is a true gift.
It helps you become a better stylist. A better leader. A better business owner.
It allows you to see things in your hair or beauty business you may not have before.
It may be hard at first.
But I promise you, it will get easier.
By switching up your mindset, you can turn feedback and reviews into such a great asset as a salon owner.
To start, just remind yourself to be open to it. Embrace it, and be thankful for it in every way.