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Four essential steps to excellent customer service

Punctuality, accuracy; ‘be nice’ and personalization are necessary to deliver on all fronts to customers.

This is according to author and founder of the Ritz-Carlton, Horst Schulze, who is quoted in an article by business coach Helena van der Vyver in the October issue of the Professional Beauty magazine.

Says Van Der Vyver: “Never forget that the most important person in your beauty business is the customer. They are the ones who pay our salaries and bills. This leads directly into once of Schulze’s principles above – that of ‘be nice’. The currency of business is relationship and people buy people first. Plus, everyone can do with kindness”.

Referencing Shulze’s principle of punctuality, Van der Vyver talks about how a late arrival, either by the customer or the therapist, dramatically impacts on the day’s bookings. To read how salons should deal with this problem, go to pages 20 and 21 of the magazine. Click here