We want you to reach your goals and love what you do because let’s face it, we love this industry. It’s the most incredible industry in the world. As beauty professionals, we get to make people look and feel great every day. As a result, people look forward to seeing us. There is so much potential for success. But getting started is the hardest part. In this series, “Business Advice from Eric Fisher,” we tap into Eric’s wealth of knowledge and share advice that will help you reach your goals. So without further ado, here’s the latest business tip.

why you should manage your
guest’s experience

Every business creates an experience for its guests. Some experiences are managed, and some happen by accident. The best and most successful companies leave nothing to chance. They manage their guest’s experience. These businesses plan every point of contact a guest will have with them to make sure every contact is exceptional.

As a beauty professional, one of your main goals in this industry should be to WOW your guest every time they interact with you. So, you need to make every guest’s experience wonderful. It doesn’t matter if it’s your client’s first time in or if they’ve seen you a 100x – they should be wowed every time.

points of contact

Think about the experiences someone has with your business – from the phone call for the appointment, the check-in, greeting, consultation, service, and on and on. Every point of contact is an opportunity to exceed expectations. Paying impeccable attention to the little details is important.

Here are some examples of the points of contact a guest may have with your business. Think about the impression these things are having on your client about your business. Use these opportunities to wow your guest.

1. GETTING TO KNOW YOU
– Website
– Menu
– Brochure
– Logo
– Images
– Print materials
– Business card

2. INSIDE OF THE BUSINESS
– Robes and slippers
– Towels
– Beds
– Music and Sounds
– Wi-Fi
– Smells
– Tastes
– Touch
– Visuals
– Restrooms
– Lighting
– Temperature

3. BEFORE AND AFTER THE SERVICE
– Answering the phone
– Greeting and welcome
– Scheduling
– Connection
– Service
– Re-booking
– Retail
– Service guarantee
– Referral requests
– Fond farewell

4. YOURSELF
– Hair
– Makeup
– Clothes
– Body odor
– Perfume/Cologne
– How much you smile
– How much you talk vs listen
– Piercings
– Tattoos
– Shoes

5. GETTING TO KNOW YOU
– Location
– Visibility
– Directions
– Parking
– Signage
– Feeling of safety

6. SOCIAL MEDIA PRESENCE
– Image
– Reviews
– Activity
– Response
– Frequency
– Photos
– Reach

Your clients aren’t just paying for the service; they’re paying for the experience. So you want your guest’s experience to transcend past the service and into the experience. Start today! Think about every point of contact your guests will have with your business and create a plan for each step.

THE CHALLENGE

Smart beauty professionals take the time to plan their client’s experiences, leaving nothing to chance. Think of your client’s experience when they receive a service from you. What points of contact do your clients have with you? What can you do to WOW them at every moment? Use the list above to help you create your plan.

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Are you interested in learning more about how to take your career to the next level? Check out the Be Wildly Successful online course led by Eric Fisher. It gives you a blueprint with a proven method for success to help you double and even triple your income. You’ll gain the skills to make more money and create the life you’ve always dreamed of having. Check it out here!