Are your salon team making the right impression with clients? You listen to them. Yep, they’re talking hair and beauty, chatting about retail, asking questions and seeming to be doing everything right. Great.
But now sit quietly and watch them….
Are they making the right impact with their salon body language?
Salon actions speak louder than words
If you’re seeing too many hunched shoulders, crossed arms and grim faces why not have a team training session on improving salon body language?
When we communicate with our salon clients and colleagues we use a mixture of:
– Tone of Voice
– Body Language
Non-verbal communication is key to creating the right salon impression
These 3 elements are not of equal importance as you’ve probably guessed. In fact studies reveal some surprising results:
1. Our words only account for 7% of the overall message
2. Our tone of voice accounts for 38% of the overall message. This is why texts and emails can so easily be misinterpreted and cause offence, where none was meant.
3. Our body language accounts for a massive 55% of the overall message.
Knowing these facts, it’s clear that body language and nonverbal communication lie at the heart of great salon customer service. It really is worth spending time educating your team.
Nonverbal skills can make or break salon relationships
In salon, your nonverbal cues and body gestures can make or break client relationships. Whilst excellent body language skills tell your clients you’re engaged, confident and honest, poor skills can say low self-esteem and a lack of interest to a client.
In our industry we employ many young stylists and therapists. It’s a common mistake, and easily made, for them to assume that your salon’s welcoming friendly environment means they can adopt the same body language as they would in a social situation. A training session is an easy way to ‘show rather than tell’ how they should behave in your salon or spa.
8 body language mistakes to avoid in a salon
1. Tilting your head just a little to one side says you’re friendly, listening and interested in your salon client. It doesn’t matter which side.
2. Failing to smile makes you appear aloof, gloomy and unapproachable. Exactly the opposite of what a good hair stylist or beauty therapist should be. A genuine smile indicates warmth, confidence and openness.
3. Respecting a client’s personal space is particularly crucial in the hair and beauty business. Getting too close (when you don’t have to) looks pushy and intrusive.
4. Finger pointing appears rude and aggressive. Instead, keep your palms slightly up and outward – this suggests open and friendly.
5. Mobile phones should be out of sight if you want to create the right impression. Placing your mobile on reception, for example, between you and the client you’re speaking to implies that the phone is more important than they are.
6. Always hold your head up. Slouching or lowering your chin can make you look grumpy or unhelpful.
7. Maintain good eye contact. This signals respect and interest in what your clients and colleagues have to say. This is particularly important during the consultation. And never roll your eyes as this signals contempt and frustration.
8. Avoid crossing your arms or legs as it appears defensive and ‘closing down’. This is especially important in your initial client consultation as it sets the tone and mood for the appointment.
And one final bonus tip:
Want to really make an impact with your client? Combine these salon body language tips with using the client’s name and you’ve an absolute winner!
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