There’s a lot of noise around at the moment; people are nervous, business owners are anxious, and countless others are confused by the government’s ever-changing restrictions. So when it comes to communicating with your clientele, there’s one thing they’re going to appreciate above anything else – clear, honest transparency. 

Offer information
Consider the questions your customers are likely to ask, and create a solid FAQs page on your site. Cover such things as extending the validity of gift vouchers, suspending appointments, where they can purchase your products.

“The aim is to anticipate the things that are going to be worrying them with regards to your salon and alleviate that stress by answering their questions before they ask them,” says business expert, Sally Attridge.

Provide alternatives
Your doors may be closed for now, but that doesn’t mean your salon has gone into complete hibernation. Use your website and social media to give your customers informations on such things as where they can purchase your products (ideally through your site), or the fact that you are hosting live social media chats about skincare. “This is the time to think outside the box. These things will not bring in the same revenue as your in-salon treatments did, but they will ensure your customers remain engaged and, hopefully, loyal,” says Sally.

Honour any loyalty programmes or status
If your salon offers programmes that reward customers for certain numbers of cookings within a certain timeframe, assure customers that their status will remain unchanged, regardless of how long the lockdown on services lasts. “People are going to be looking for ways to save money, and ensuring that they haven’t lost the perks that they earned pre-Coronavirus is going to hold your business in good stead,” says Sally.

Be helpful
Send messages out via email or your social media platforms that have a reason and a point, says Sally. “People want to know what’s going on. Give them answers. Be short, brief and to the point. Thank them for their patience, and highlight any changes.”



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