The other day I was on the phone with a salon owner. Nothing unusual in that. I’m in regular contact with salon owners up and down the country every day. Whilst we were chatting I heard her salon door open. She excused herself from our conversation and went to serve the client.
Again nothing unusual there. The client always comes first. What was unusual was the conversation I overheard. It went something like this:
Salon Owner: “Good afternoon. How can I help you?”
Client: “I’ve run out of XYZ cream. Have you got any in?”
Salon Owner: “No, I’m sorry. That cream is proving very popular. We should have some in on Tuesday afternoon.”
Client: “OK I’ll call back then. Thank you.”
Salon Owner: “Thank you. See you Tuesday!”
Can you see what’s missing?
That salon owner just let the potential sale walk out of her door! Will the client come back? Maybe. Maybe not.
But what could she have done to secure the sale? LOTS! She could have:
- Asked for a deposit, or even full payment - after all if the cream is THAT popular then a deposit could have secured the sale
- Taken the client’s contact details so that she could call her when the cream came in
- Taken the client’s name and address and offered to deliver the product to her house when the cream comes in
- Offered to post the cream to her
- And probably more …
But the one thing she should NOT have done was to let that money walk out of her shop!
I know that each of the above requires the salon owner to do a little bit more work. But, perhaps, in these difficult economic times it is the salon owner who is prepared to go that extra mile who is most likely to survive… or even thrive?
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