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As clients come pouring in, they’re looking for amazing service. How better to do this than to start off with their name?
Remembering your client’s name makes them feel important. However, it isn’t as easy as it seems.
Just imagine memorizing hundreds of names and matching them with the right faces. Terrifying, isn’t it?
But it doesn’t have to be this way.
Here are some little brain hacks to help you out:
If you’re trying to remember someone’s name, one of the best ways to start is by repeating it as often as you can. So say it aloud immediately, “Lily, is it? Such a pretty name!”
As conversation goes on, repeat it silently in your head once or twice.
Now that she’s getting out of that chair, it’s best to end it with her name once more.
Say something like “Thanks a lot, Lily, I hope you had a great time.”
By repeating her name, you are telling your brain that this is something you’d like to remember.
Make a place card with the client’s name for everyone who sits in your chair.
Get a bunch of those big blank wedding place cards - you know, the ones that tell guests where to sit - write your next client’s name on it with a big, fat marker, and put it where she will be sitting.
Place cards do three things. First, it lets the client know this is their seat, it gives them some ownership and personal space. Second, it will be a lot easier for you to remember their name if you have a constant reminder.
Third, if another team member will be doing something with your clients, like taking them back for a shampoo or checking them out, they can call them by name - further reinforcing the personal connection they feel.
But let’s face it, with the number of clients you’re seeing every day, this clearly isn’t the ultimate solution.
All these names are bound to jumble up at some point. And there is nothing more embarrassing than calling ‘Lisa’ ‘Joann.’
To prevent this, create a cheat sheet. As that client leaves the chair, write down a short description and something memorable about them.
For example: Lisa, short, wavy blond hair. Loves cats but no pets.
Jot it down in a book or on your phone - whichever you’re more comfortable with. Add it to notes notes in your computer system.
Now when you have ‘Lisa’ booked for the day, you will know just who she is (unless this is a new client altogether!)
Imagine her surprise when you ask her if she finally got a cat when she comes back!
If you feel like this isn’t enough, here is yet another little trick. Try associating the name of the person with something distinctive.
It could be anything like ‘Stan the Man’ or ‘Stan from Spain’. And to get this just right, you’re going to need to master point 4.
The best way to find things to remember about someone is by knowing them better.
So keep those questions coming. Where did you grow up? What did you do? What is your hobby?
This is not to say that you don’t answer their questions at length, but try to keep the conversation centered on your client.
Not only will this give you that much-needed information to remember their name and some interesting details about them, but it will also make them feel important.
After all, asking questions is the perfect means of showing interest - and this obviously means that your client is an interesting and important customer.
But none of this matters if you didn’t catch that name in the first place.
Ask now instead of mumble later when they become a regular customer!
Remembering someone’s name may seem like a simple thing, but is definitely a difficult task. However, this alone can work wonders at improving the entire salon experience.
So why not give it a try and see that instant smile pop up on your client’s face?
If you have some memory tricks of your own, let us know in the comments section below!We look forward to hearing from you!