Creating an unforgettable Client Experience
Last month in The Level Up Club, I ran a masterclass on the luxury client, and how to elevate the customer experience, and this made me think - I should really put this into a blog post! Client experience is so important, it can double your chances of a great review and referral (we all know how important word of mouth is!) . I recently have made it my mission to really improve my client experience, because deep down, I knew it could be. I was giving a great service, but I knew it could be an epic service, so I added some little extras, like a table next to the client with snacks, phone chargers and the WiFi password. I also made huge improvements to my website and booking service, so it’s easy and streamlined for both me and the client. But we can push it even further right? So here are five ways, you can really elevate, your experience.
The Glamorous Red Carpet Treatment:
Here’s an idea for a brand new service, that gives ALL the extra! Give your clients the star treatment by recreating a red carpet event service. Set up some lights, have your immaculate makeup collection laid out and even provide a glass of sparkling champagne upon arrival. Even throw in a fluffy robe if you want to, and if you do hair AND makeup, do the full works. You could even turn this into a full service, by providing a full glam team, such as nails and photos! Turn them into your celebrity for the day, and really treat them like it. I guarantee it will be a hit!
2. The Small Details
For me, I think it’s all in the small details. Most of my appointments take place at home, so I try to make it really relaxing and impactful from the moment they walk in. I always have my lavender diffuser on, creating a relaxing scent, and I always have LoFi playing, to create a nice relaxed vibe. I try to have fresh flowers, which can make a room feel special and alive. Of course, my home (unfortunately for me) always has to be immaculate for guests, so I always make sure it’s dusted, and feels really clean and pristine. As I mentioned, I have a small array of snacks, a carafe with lemon water, if it’s a trial and they are bringing guests, I try to include champagne. I have chargers and wifi passwords out, and include a small break in the middle of the appointment, for snacking and restroom breaks. I try to ensure I call them by their name, and just really personalise the service for them! These small details are always remembered, think back to a time when you received an amazing service. What did it for you? I bet it was something small, yet impactful±
3. The Beauty Retreat
Transform a makeup session into a rejuvenating beauty ritual retreat. Create a tranquil and serene ambiance with soft music, aromatic candles, and calming scents. I find using lavender essential oils on your wrist, can be really relaxing. Begin the session with a gentle facial massage or a relaxing face mask to set the tone. Focus on providing a luxurious and personalized skincare routine and keep the appointment quiet and soft. Again, this could be a bespoke service on its own, that could be offered! I have a small beauty fridge, which is full of eye gels, face masks and mists, so when these products go on, they feel super cooling and nice and for this, I always ask if the client would like a silent appointment, so they can soak up a small moment of relaxation.
4. The Makeup Party
Engage your clients in a fun and interactive makeup party! I have done a couple of these, and they have always been fun and a laugh! These are especially great for hen parties! Get a group together, and engage them in a lesson or masterclass. You can provide bubbly, cupcakes, fun music (extra props if you can provide personalised playlists for them!) Provide step-by-step demonstrations and hands-on practice sessions, allowing them to experiment and learn alongside you, using each other as models or copying you. Encourage participation and offer personalized guidance to ensure they leave with newfound skills and a sense of empowerment. This experience fosters a deeper connection between you and your clients, establishing trust and loyalty. And, it’s fun!
5. Go Above and Beyond
Remember the client experience, doesn't just stop when the client leaves. Follow up with them, send them a product list (and if you’re really savvy, add those affiliate links!) and encourage them to rebook for another service, that perhaps you feel they need. If they expressed they struggle with liner, a lesson would be perfect. If they sounded like they needed a bit or R&R, perhaps encourage them to book in for a pamper. Think of those big beautiful luxury brands. They always follow up after a purchase, and you should too! If you want to go even further, send them a PDF freebie, of something you know they would love!
Amazing unforgettable service, starts with you. It starts with you looking at your current service and thinking, how could this be even better? I always find a great exercise for this, is to think back to a time or occasion where you received great service. For me, it was when I went into Celine and bought my first designer handbag. I remember the way I was made to feel, I wasn’t rushed, I was treated so respectfully, like I was the only one in the world. I was made to feel important. I loved the small details, like the Celine branded water, and the tour of the store. There was no expectation on me to buy, but a great SA just giving me the time of day, was all it took, to make me a lifelong fan of the brand. So ask yourself, when have you received unforgettable service and what encompassed that?