I love hearing success stories. I especially love it when they are grooming salon success stories!
Over the years I have met thousands of groomers. Some are solo stylists. Others have small teams that make their businesses flourish. Others have large teams or are part of a larger corporation. Not all are business owners or managers. Many groomers and stylists I meet are simply a part of a very successful team – and love their jobs.Almost every one of them, no matter where they started, started with a dream:
- A dream of grooming pets professionally.
- A dream of finding a rewarding career.
- A dream of starting a business.
- A dream of growing that business.
Nothing makes me happier than hearing about a grooming business that is knocking it out of the park. They have a handle on their work load… their finances… their management skills. Their grooming skills just keep getting better with time. They have strong customer service skills. If they face a challenge – they tackle it – and fix it or improve it.
I can guarantee every successful grooming business owner fully understands this quote:
This statement could not be more true. Your true boss is not yourself. It’s not your manager. It’s not the person who signs your paycheck. None of them created the funds fueling payroll.
Customers do.
A grooming business provides something of value to the customer in exchange for payment. If you don’t provide the type of grooming the customer expects, they will go somewhere else – plain and simple.
Principles to Learn
Your customers are the most important aspect of developing grooming business.
- Customers = job security
- Customers = income
- Customers = advancement
- Customers = continuing education
- Customers = opportunities
- The customer ultimately determines whether or not you have a job.
- Many people think the company is the source of their job security. They are wrong. It’s based on whether customers keep coming back. Repeat customers create job security.
- Customers provide the money that you receive on a regular basis.
- Building strong relationships with customers is the fastest path for career advancement.
- Customers provide an opportunity for you to grow your grooming skills every time you groom and style their pet.
Here are 8 things you can do right now to build a positive relationship.
Impress your “boss customers” when they walk through the door with their beloved pooches.
- Smile. Smile. Smile.
- Call your customers by name – and know their pet’s names, too. People love to feel known and welcome. Use their names – don’t be shy!
- Recognize repeat customers and their pets instantly. The best way to do this is to keep accurate DETAILED customer service records. Having the client’s essential information in one place makes client management easy. Creating a trim history record of each haircut is particularly helpful. This history allows you to easily refer back to it during future appointments.
- Go out of your way to address the needs of your customers and their pets. Customer education is at the heart of this. Talk to them. Teach them. Provide handouts or visuals to hone your message.
- Try to impress your customer, like you were angling for a raise from your boss. Never skimp on quality grooming. Always do something a little above and beyond what they expect – but make sure it’s something they will appreciate.
- Think about your paycheck every time you talk with a customer.
- Be reliable. Keeping your promises builds integrity, trust, and customer loyalty.
- Always look for ways to advance and boost your skills. The best groomers and stylists are always looking for ways to improve their performances. Always look for ways to enhance your service edge.
Think about it. If we dealt with all customers like they were “the boss,” I bet customers would be treated very differently.
This is a key concept highly successful grooming establishments understand. The customer controls our paychecks.
Not yourself.
Not your manager.
Not the salon owner.
Sam Walton was right. The customer IS the boss. They can fire anybody – at any time – simply by spending their money elsewhere.
Every successful grooming establishment I know applies this principle to every customer interaction they have. Do you?
Do you treat your customers like they are “your boss?” What do you do to cement that relationship? Jump over to the Learn2GroomDogs Facebook page and tell us about it!
Happy trimming!
~Melissa