Understanding and defining your customer's journey will keep more customers in your chair.
First: Know where your clients are coming from (did you grab a walk-in? Instagram? Referral?) Its okay to ask them, where did you hear about me? So that you can begin to gather your own research.
This is also a great transition into the kind of cut they came for. Did they see something they liked and now they want it? Or do they want you just to go to work.
Ask questions understand their terminology. When servicing a new client you want to go deeper to really understand what it is that they want.
Here's what I do
I turn them around so we both can see in the mirror and I ask them "What kind of hair cut are you looking for?"
9 times out of 10 they come to me looking for a fade (because that's what I advertise) Then I confirm "What type of fade? (bald, shadow, high, low) So that I am clear on what he/she wants.
If you want some tips on new client terminology check out this video I did here
After i'll investigate a little and look at what they've previously had done because they most likely want something similar. This first cut by you should come with a consultation; really do a deep dive of what the customer wants and break it down.
Then: Get to know the client and learn their name. While your cutting, get them talking and actively listen. They're not just coming for a haircut they're coming for a service.
This is your chance to get to know them and create a lasting relationship. One where they want to spend money for your services.
Build a rapport with each new client and they will want to do business with you. People buy from people they like- Make them love you!
Lastly: Know your service! close your clients follow up with them.
Some clients don't know that you can re-book with the same barber. This is your chance to educate them. It can be as easy as saying "Hey, if you want to rebook with me, we can book now or just hit the link in my instagram bio!"
This way they have the option to book with you or wait- but at least they know they options!
I hope this brings you value
- Chuka The Barber
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