Mastering Client Servicing

Salon success isn’t just about luxury interiors or advanced hair treatments—it’s about client servicing that builds trust, loyalty and an unforgettable experience. We bring you expert perspectives on how to provide the best service to your client.

Client servicing is more than just offering a haircut or a beauty treatment; it’s about creating an experience that fosters loyalty and trust. Personalised experiences, trust and aftercare play a significant role in client retention and salon growth.

Shirin Merchant, Creative Director, Kut n Make Salon, believes that client servicing extends beyond the treatment chair. “The ultimate satisfaction a client receives is in the aftercare and follow-ups. A great service doesn’t end when they step out of the salon—it continues through the way we ensure they are happy with the results.” She compared salon services to online shopping experiences, where seamless returns and replacements enhance customer trust.

Adding a generational perspective, Nikisha Bhatia, Academy Director, Shyam Salon and Academy, noted that strong client relationships ensure long-term loyalty. “I am the third generation in my family’s salon business, and I see my clients’ families also coming to us for generations. The key to this lasting bond is not just great haircuts but the trust and reputation built through years of excellent service,” she shared.

For Shanmugha Kumar, CEO and Director, Page 3 Luxury Salon, honesty in client interactions is non-negotiable. “Are we giving honest consultations, or are we overselling services? Clients today are well-informed, and their expectations are high. Transparency and proper communication build trust, which directly leads to better retention.”

Atharva Takke, an internationally trained hair artist and Creative Director, U Takke Salon, highlighted that personalisation is a game-changer in the salon industry. “It’s about knowing what makes your client feel special. Whether it’s remembering their favourite drink or understanding their unique needs, these small details transform a service into an experience,” he said.

Pricing isn’t the sole differentiator in a competitive market; the way a salon makes its clients feel is what sets it apart. “Luxury can be a factor, but warmth and connection cannot be replaced,” Merchant concluded. Salon owners who prioritise customer care, personalisation, and transparent communication will not only retain clients but also build a lasting brand reputation. In an industry where personal care meets business, client servicing remains the backbone of a salon’s success.

Merchant said, “A great service doesn’t end when the client steps out of the salon. It continues through the way we check in with them, ensuring they are happy with the results. It’s just like how e-commerce brands build trust with easy returns—we must create a seamless experience.”

“PRICING isn’t the SOLE DIFFERENTIATOR in a competitive market; the way a SALON MAKES its clients feel is what SETS IT APART .”

For salon chains, maintaining consistent service across multiple locations is a challenge. Kumar emphasised that hygiene and ambience play a critical role in client retention. “More than just a beautiful salon, how we maintain that ambiance is crucial. Sanitisation and sterilisation are non-negotiable for us. Even before COVID 19, we followed strict protocols, and after the pandemic, our approach to hygiene nearly doubled our sales,” he shared. “For example, we sanitise the shampoo station after every client. Not many salons do this, but we make it a priority because hygiene sets us apart from mass premium brands.”

EDUCATION IS ESSENTIAL

Education also emerged as a key factor in delivering consistent service. Bhatia stressed that every stylist must take ownership of their role. “I tell my team that they are brand ambassadors of the salon they work for. Whether it’s Shyam Bhatia’s Salon or Page 3 Salon, their behaviour and expertise define the brand’s reputation,” she said. “Attitude and aptitude are two different things. Skills can be taught, but the intent to provide an outstanding service must come from within.”

Takke reinforced the need for training that replicates the salon owner’s personal touch. “I train my team to treat clients exactly how I do. The owner’s presence can’t always be guaranteed, but the client should never feel the difference. That’s the challenge—ensuring every stylist delivers the same warmth and expertise,” he explained.

Technology has also become an essential tool in personalisation and service consistency. Take noted how client preferences, past treatments, and special requests are recorded to enhance their next visit. “We remember the little things—a client’s favourite drink, their preferred hairstylist or the exact way they like their hair washed. But technology helps ensure this isn’t just dependent on memory,” he added.

“Luxury isn’t just about expensive services—it’s about how we make clients feel,” Merchant concluded. For salon owners, investing in personalised experiences, stafftraining, and hygiene isn’t an option; it’s the foundation of building a brand that clients trust and return to time and again.

Modern salon management is a multi-pronged, team effort that requires every staff member to play their role perfectly in order to provide the client an unforgettable service and to ensure the client keeps coming back.

Courtesy of Salon Management Conference