Spa, Salon

8 Min Read

7 Ways To Guarantee Your Spa Clients Will NEVER Return

When it comes to blogging, there's plenty of "how to" and "tips" lists out there. We've posted plenty of them here ourselves, simply because they're invaluable. But what about a "don't do this ever" list? Wouldn't that be just as helpful? Of course it would.

Here are some anti-tips—things you should never do if you're trying to find new customers and keep them:

1. Forgo Client Comfort

Client comfort comes in the form of the chair they sit in, the temperature of your spa or salon, the way treatments are applied—even the music playing overhead. Due to the nature of services they're receiving, if a client isn't comfortable in your establishment, they'll never return. In fact, for some treatments there's enough discomfort to worry about already—so don't add to it.

2. Stay Scandalous

We have some potentially shocking news: your clients don't care about your personal problems. Seriously, they don't give a damn; they probably have their own. There's a fine line between cultivating a relationship by divulging personal 411 and being a gossip queen or king. The last thing a client wants when they're coming for a relaxing afternoon is to hear about your drama. Save that for Bravo. Seriously.

3. Be Very Unsanitary

Look, you're dealing with people's bodies—their skin, their hands, their hair, their feet, etc. A great way to run customers off is with unsanitary practices. Believe it or not, we've heard horror stories, ranging from reusing single-use sundries to double-dipping in the wax pot (double-dipping is always a no-no). Don't do that. It's gross. Customers won't just leave. They'll flee, as fast as they can.

4. Keep A Messy Work Station

While most estheticians and technicians are sanitary, there are definitely some guilty of having a messy work station. There's a saying that goes along the lines of "a cluttered desk is the sign of a genius." Maybe that's true. But a cluttered work station at best sends a message that you're disorganized, and at worst that you're unsanitary—even if you don't make some of the egregious mistakes from anti-tip #3.

5. Maintain A Poor Personal Appearance

Sure, maybe you shouldn't judge a book by its cover, and only the experience and results should matter. However, we all know that's simply not the case. Dressing like a slob or not maintaining personal hygiene are great ways to alienate your customers. #3, #4, and #5 all go hand-in-hand; perception is reality. If you dress like a bum, and don't take pride in your personal appearance, why on earth would anyone trust you with enhancing theirs?

6. Cop Some Attitude

Being unfriendly or unprofessional is a surefire way to lower your customer base. Remembering the age-old proverb that "the customer is always right" is a good compass—as hard as it can be to follow at times. We all know customers aren't always right. But remember that other eyes are always on you: being contentious or argumentative, even when your customer is wrong, reflects poorly. Other customers will notice, and the context won't matter. This can all be summed up by saying ain't nobody got time for that.

7. Use Cheap Products

We've said it a million times: the products you use are an extension of the customer experience you deliver. Even if your staff is highly skilled, cheaping out can render a service ineffective. Moreover, it makes your customers ask this question: why is your establishment comfortable aligning with inferiority? Whether it's during treatment or in your retail space, using high-quality products sends a clear and definitive message to your clients that you're a topnotch spa or salon.

Most successful spas and salons would never engage in these practices; but again, with our history in the beauty industry, we've heard some doozies. By avoiding these pitfalls, you give yourself a better shot at retaining customers. And once you retain them, you can set your sights even higher, and start receiving referrals from them. Avoid these 7 scenarios, and you stand a strong chance.

Topics:   Spa, Salon