How Customer Communication is Crucial for Connection
Do you know what to say to customers when something in your salon is changing?
You may be explaining a new price, a different booking process or a change to who will look after their appointment. Saying nothing can leave questions unanswered. Sending everything at once can make the useful information hard to find.
Let’s look at how to keep the communication relevant, clear and caring.
HOW TO SEND THE RIGHT MESSAGE TO YOUR CUSTOMERS
Start with what the customer needs to know about the change.
What affects their appointment? What stays the same? Is there anything they need to do, and how can they ask a question?
If something is not decided yet, say what you know and what is still being worked out. Only promise another update when you can follow through on it.
It is understandable to want to say everything. Choose the information that helps the customer understand their next step.
WHAT HELPS YOU FEEL WELL INFORMED?
Think about a business you enjoy hearing from. Is the message clear? Does it answer the question you have, or leave you searching for details?
You can use that observation when you look at your own customer messages. Match the explanation and channel to what the person needs to know, rather than trying to be everywhere at once.
ANSWER THE QUESTIONS THAT AFFECT THE CUSTOMER’S NEXT STEP
Customers may have questions about how a change affects them. You do not have to guess what everyone is thinking, but you can look at the questions people actually ask and the details missing from your message.
For example, if the stylist for an appointment changes, the customer may need to know who will look after them, whether the service and price are unchanged and what to do if they would like to discuss another option.
Give them that information before the appointment, and make sure the team can explain the same thing.
A general message saying “We have some exciting changes” may create interest, but it does not answer what a customer with an appointment needs to know. That person may need a date, a confirmed price or a way to ask about their booking. The useful detail depends on the change.
You do not need a perfect message for every possible question before you begin. Start with one change and the information the customer needs. Read it back as the person receiving it: is the next step clear?
CONNECTION IS PART OF THE CUSTOMER’S EXPERIENCE
Connection is a key principle in the A.S.C.E.N.D. Salon Method. Like planting a seed and watering it, the relationship needs attention beyond the first contact.
That can be a clear appointment explanation, useful home-care guidance or a relevant follow-up. The point is to contribute something the customer can use, rather than contact them simply because the calendar says it is time to send another message.
MEANINGFUL CONNECTION MATTERS
Meaningful connection… It’s what I stand for, what I believe is the most important thing we as humans need to survive. Sharing experiences, being in each other’s energy and talking. It’s food to drive the soul.
How can we as salon owners contribute to a better world that values connection?
We can contribute through our salons, our brands and the space we give people to feel listened to and cared for. Think about one place where a clearer explanation or a little more attention would help your customers.
