Communication is Key: How You Can Get the Right Message Across to Your Customers

It is critical to know how to properly communicate with your customers right now with all the uncertainty surrounding the pandemic and its effects on businesses like your salon. These are challenging times for everybody, and getting the right message across to your customers can be the difference between establishing trust in your business and losing business.
As a salon owner, if you overwhelm your customers with the information they do not need or do not communicate at all, you may risk sending off the message that you do not care about them. You might even be trying to sell your services to them without success. If you are facing these issues of connecting with your clients, you risk losing business that can be valuable for your salon to thrive. I will discuss how you can communicate with your customers to establish a proper connection with them and maintain a healthy relationship with them to drive success for your salon.

The Importance of Sending the Right Message to Your Customers

This is a delicate situation, and how you talk to your clients can make all the difference. Whether your business is still open, temporarily closed, or waiting to reopen soon, what you say to clients can help your business survive, and possibly thrive. Your customers might have several questions about how you will proceed in this environment. How will your salon manage bookings, and when are they starting again? How do you plan to make your salon a place they would like to spend their money on for your valuable service without making them feel at risk for their health? How do you plan to ensure their safety and provide them an excellent experience at the same time? Customers will have several gaps that you need to fill as a business to establish trust.

How Can Your Brand Make Your Customers Feel Safe and Confident About Your Business?

When you ask yourself this question, you should take a look at businesses and brands in your area that are successfully establishing a clear line of communication with their clients. Your clients are as confused about what to do and how to proceed as you might be. That does not mean you cannot communicate with them and lose your connection with them. There are brands and businesses that are navigating the situation to keep their customers well-informed about how they are dealing with the pandemic, the challenges they are facing, and how they plan to open up their business. Successful brands are constantly keeping their clients updated, whether they are planning to reopen soon or still trying to work out how. This crucial connection can build up anticipation and give your clients something to look forward to. I feel that using all your social media platforms to connect with your clients can play a much bigger role in your salon’s future. Whether it is Instagram, Facebook, WhatsApp, or any other social media avenue, it is critical to expand your reach to clients and make them aware of what your business is doing to adapt.

Answer Your Customers’ Questions

Suppose you are taking measures to open your business with better safety measures, special discounts, exclusive services, or merely making progress. Letting your customers will help your business retain their attention. Informing them will also help them realize how much your business and brand cares about them. Using clear communication to fill in the gaps for them will keep them from making any presumptions. As the salon owner, you need to try and make sure your business’ social media comes across as caring for your customers. Help them understand all the processes you are putting in place for their convenience. Doing this will also help you answer so many of their queries before they have a chance to ask you. Can you imagine what it will be like to deal with so many emails, texts, calls, and DMs, about your business reopening if you simply announce the date without any updates building up to it? Being closed is already stressful enough. Imagine how overwhelming communication with customers can become if they all ask about bookings and safety measures. You might waste valuable opportunities to get bookings amid all the overflowing conversations.

Sending the Right Message Across To Your Customers

Most salon owners are ignoring the need to communicate with their customers or are just trying to sell products to them like they did pre-pandemic. This is because they do not know what to say. Here are a few actionable tips that you can use to get the right message across to your customers: Be real with them. Everyone is going through a difficult time right now, and they’re all on social media. Do not stick to plastic and non-authentic type of brand image. People want real. People want authenticity. Meet your customers where they are and keep the current mindset they may have right now. It is important to understand how they’re feeling and be conscious of how you’re putting yourself out there and what you’re saying. You want to be respectful toward their sensibilities. If you haven’t already started doing it, I think the most important thing is to begin using videos. Using video to communicate gives you a better chance of communicating with them honestly and being genuine with them. It helps them establish that trust in your business because they see who is behind it. Using video can help you talk to them and make them feel like how you are in the salon with them. Try to make sure you do not overwhelm them with information. Try to be clear and concise with them. Let your customers know what they can expect from your business. There is a lot of uncertainty, and the situation keeps on shifting, but they should know where your salon stands and how you’re dealing with the changes. Lastly, being consistent with your communication and activity in engaging with your customers is crucial. Whether you are using social media platforms or email marketing, you should make it a point to stick to a type of schedule. You might post once a day or once a week with updates, but try and stick to it so that your customers anticipate the content you publish. It will keep them engaged and interested to find out more.

Final Thoughts

2020 has been a big surprise for everybody. I know I was constantly thinking that 2020 is going to be my year. Many people had plans, envisioned goals that they would achieve this year, and set new targets. Nobody saw COVID-19 coming, and it seems like everything they planned flew out the door. With everything that has been happening for the past several months, I know it might not be easy being where you are. However, it is crucial to remember why you started the salon. Yes, the situation might not be ideal, but there are ways you can still own your dream of having your own salon and thriving. The near-term future may be uncertain, but taking the right steps and properly communicating with your customers right now can help you set the framework for success in the future!

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