5 Proven Tips & Benefits to Enhance Salon Experience
According to a report published by Interactive, 86% of customers are willing to pay more for a better customer experience, and 89% stopped going to a particular salon because they had a bad customer experience.
If you’re a salon or spa owner, never underestimate the value of a good customer experience. You are surviving because of your customers. They are the heart of your business. Even if your guest leaves with a service they loved, they’re unlikely to schedule an appointment if what you offered them was not up to the mark.
Read the blog to improve the salon pampering experience for your clients and, at the same time, increase your client retention and revenue.
Table of Contents
What is Salon Customer Experience?
Salon customer experience includes all the things you do from the time a client schedules an appointment to when they leave your premises. A customer experience is considered good when it matches the client’s expectations. It usually starts from the first point of contact with your salon business.
It may be via your website, phone call, social media page, or salon management software. Therefore, you must also ensure that your online reputation is top-notch and up-to-date.
Why Enhancing Salon Experience Matters
Creating an exceptional customer experience isn’t a luxury anymore; it’s a necessity. Here’s why:
1. Client Retention & Loyalty
A satisfied customer is far more likely to return. When clients feel valued and comfortable, they become loyal patrons. Consistent experiences build trust, the foundation of long-term relationships.
2. Competitive Advantage
In a saturated salon market, your services might not be unique, but the experience you provide can be. Offering a seamless, delightful experience helps you stand out, even if your prices are similar to competitors.
3. Positive Word of Mouth & Reviews
Happy clients talk. They leave reviews, recommend your salon to friends, and share their experiences on social media. This free marketing can significantly boost your brand reputation.
Importance of Customer Experience in a Salon
- Drives Repeat Business: A pleasant experience ensures that clients come back, not just for the service but for how it made them feel.
- Reduces Churn Rate: Many clients stop visiting a salon due to inconsistent or poor experiences, not because of pricing.
- Boosts Revenue: Loyal clients spend more per visit and are more open to cross-sells and upsells.
- Builds Emotional Connection: A personalised, thoughtful experience builds a relationship that goes beyond business.
5 Actionable Tips to Improve Salon Customer Experience
If you’re looking for tips to improve your overall salon customer experience, check out our handy guide:
1. Start With An Efficient Communication System
As mentioned earlier, communication is the first important step when you’re establishing a relationship with new as well as existing customers. Every good salon experience starts with a simple appointment.
Ditch the age-old method of making appointments over the phone and switch to salon management software instead.
It does not just help you keep track of your upcoming appointments, but also gives clients the liberty to tweak them. When you have a seamless booking system, clients are more likely to book subsequent appointments with you.
Since the software comes with an automated reminders feature, your clients will constantly be notified. It’s a convenient system for you and your clients.
2. Be Warm From the Beginning Till the End
Sometimes, being thoughtful can go a long way. To create a positive first impression, there are a few things you should do before, during, and after the appointment.
- Start with a warm welcome. The way you greet your clients genuinely sets the first impression. Ask them how they are and invite them to be seated in the waiting area.
If you have a salon beverage menu, ask them if they’d like to have anything. Otherwise, offering bottled water is imperative. When you do this, your clients will already feel welcomed.
- Next, focus on the vibe you are going to create during the appointment. If they’re not in the mood to talk, don’t force a conversation. Give the client time to refresh and relax.
Make sure the background music is soothing. If they do happen to enquire about any product, don’t miss this opportunity to upsell and cross-sell.
- Once the service is complete, compliment them on their new look. They’re likely to thank you and head to the reception to make the payment.
At this point, ask them if they’d like to schedule their next appointment. Finish it off with a smile.
3. Offer Complimentary Services
A great salon customer experience is all about going the extra mile. When we say complimentary services, we don’t mean a haircut or facial on the house. It should be something small that will not affect the overall revenue of your business.
Some examples include a complimentary nail polish application, scalp massage, or consultation.
While these are a few complementary services you can offer, knowing when to offer them is equally important. If your stylists are having a busy day, refrain from offering them.
A slow day or slump season is the best time to throw in a free service. If a customer is waiting and a stylist is busy, make up for it by giving them any one of the above services. Anything that shows extra care can mean a great customer experience.
4. Show Clients You’re Excited About Them
If your salon uses Instagram to bring in new clients, you might find this tip helpful. Since it is a photo-sharing social media platform, utilise it to the best of your ability.
You can make your clients feel you’re excited about them by posting a picture of their new look on your Instagram story. Take before and after pictures, and post those on your professional salon handle.
When potential clients and your followers see these images, they might be tempted to visit your salon too. However, make sure you take high-quality images that showcase your work in the best possible way.
Everyone likes being a social media star. Use this to your advantage. Tag them so that they, too, can re-share it on their profile. Making your salon clients feel wanted and happy is an important aspect of crafting a customer experience.
5. Keep Up With Client Details
When you’re in the beauty business, managing your client database is crucial. After a customer visits your salon, make notes about them on your beauty salon software. This will also help you learn their preferences. Before they come in next time, remember to check your notes.
The more information you have, the easier it will be to improve the client delight. Think of it as a chance to offer every client a personalised beauty service.
Also, among the various details you note about your clients, make sure you include their birthday and anniversary date too. Utilise this information by offering them a freebie or discount code on their special day.
When you’re in the business of making people feel and look good, you have to do all that you can. With these tips, you’ll be able to woo your clients and offer them a second-to-none experience.
Things that Ruin Customer Experience in a Salon
Now that we’ve spoken about the things you can do to improve customer experience in your salon, you must know the things you should not be doing either. Statistics reveal that 91% of customers choose not to complain and simply walk away from your business.
Bad customer experience = no rebooking.
Based on popular reviews left by salon customers online, we’ve come up with a list of things that annoy customers the most. Here are some of them:
- Unprofessional or Rude Staff
- Long Waiting Times Without Communication
- Lack of Cleanliness or Hygiene
- Poor Appointment Scheduling or Cancellations
- Inconsistent Service Quality
- Lack of Personalisation or Attention
- Hidden Charges or Pricing Confusion
If you relate to any of these things in your salon, it’s time you mend your ways.
Role of Salon Software in Creating a Great Customer Experience
If you’re looking to create a consistent experience for your salon clients, you should use MioSalon. It helps with the booking process, sends out automated appointment confirmation messages and reminders, helps clients redeem their membership consistently, and works as a one-stop marketing solution.
1. Online Booking
MioSalon offers a user-friendly online booking system that lets clients book appointments 24/7 from your website, social media, or even Google. No missed calls, no waiting, just instant access and ease.
MioSalon’s Online booking feature has levelled up with a new integration called “Google Reserve Partner”. By partnering with Google, your salon & spa can rank higher on Google Maps and increase your salon’s visibility.
2. Automated Reminders & Confirmations
Reduce no-shows with automated SMS and email alerts. MioSalon sends appointment confirmations, timely reminders, and even thank-you messages, making clients feel informed and valued.
SMS: You can send discounts, offers, and voucher messages to clients through SMS marketing. Since sms has a high open rate, this will increase your client engagement by creating a professional brand image.
WhatsApp: You can create customised templates to send personalised WhatsApp messages.
You can also have two-way communication with your clients. Clients can respond to your branded number and texts. This allows you to foster client delight, which ultimately results in client retention.
Send WhatsApp campaigns targeting a specific audience. In MioSalon, you can segment clients based on their gender, retention rate, age, etc, to personalise messages accordingly and send in bulk.
Email: MailChimp is used to send email campaigns to your customers in MioSalon. You gotta bulk export your customers to MailChimp so that MailChimp carries that data to automate emails. After creating an email, you can choose a list of customers and send it to them.
3. Personalised Client Experiences
MioSalon stores complete client profiles, including service history, preferences, and notes. Your team can easily recall their favourite stylist, last treatment, or special requests, making every visit feel personalised and thoughtful.
So, imagine when clients/customers call your salon/spa, having this information handy will empower the front desk or staff to offer a delightful customer experience.
Since the entire client history is available at the 360-degree section, you don’t have to search for everything in different corners of the software. The individual data is right there, from the appointments booked to the revenue generated by them.
4. Loyalty & Referral Programs Made Easy
Reward your regulars effortlessly. MioSalon lets you set up customised loyalty points, gift cards, and referral incentives that encourage repeat visits and increase client retention.
“A Mumbai-based salon using MioSalon increased its booking rate by 35% in 3 months”
What it is: Prepaid value vouchers that clients can buy for themselves or others.
Use Scenario:
- A client buys a ₹2,000 gift voucher for her friend’s birthday.
- A corporate client wants 50 vouchers for employee gifting during the festive season.
Redemption:
- The recipient books an appointment.
- At checkout, the staff selects “Gift Voucher” as the payment method.
- The voucher code is validated in MioSalon, and the value is deducted.
Prepaid Wallets
What it is: Clients top up their salon wallet in advance (e.g., pay ₹5,000 and get ₹6,000 credit).
Use Scenario:
- A loyal client adds ₹10,000 to her wallet to avail a bonus credit and streamline payments.
- The salon offers a “Top up ₹3,000, get ₹500 extra” festive promo.
Redemption:
- At checkout, select “Use Wallet Balance.”
- Amount is deducted directly from their prepaid balance in MioSalon.
What it is: Clients purchase a bundle of services (e.g., 6 facials at 20% off).
Use Scenario:
- A bride buys a bridal glow package with 3 facials + 2 massages.
- A client buys a 10-session laser hair removal package.
Redemption:
- The package is auto-linked to the client profile.
- Staff selects the package service during billing, and MioSalon deducts 1 use.
What it is: Loyalty points earned based on spend or visits (e.g., 1 point for every ₹100 spent).
Use Scenario:
- A regular client accumulates 500 points over 3 months.
- The salon runs a “Double Points” week to boost appointments.
Redemption:
- Client is notified of available points.
- At checkout, the staff applies points as a discount or cashback.
- MioSalon auto-adjusts the balance.
What it is: Clients subscribe to salon memberships for exclusive benefits (e.g., ₹999/month for 15% off on all services).
Use Scenario:
- A client joins the “Premium Hair Membership” to get monthly treatments at discounted rates.
- The salon launches tiered memberships (Silver, Gold, Platinum) with increasing perks.
Redemption:
- Staff selects client membership tier during billing.
- MioSalon auto-applies discounts or free services as per membership rules.
Scenarios used and how it is redeemed.
5. Instant Feedback & Review Management
After every appointment, MioSalon sends automated feedback requests. You get valuable insights to improve service and can showcase glowing reviews to boost your online reputation.
Whether you run a small studio or a multi-location salon, MioSalon ensures every interaction reflects professionalism and care.
- Create customised feedback templates.
- Many questions can be created with options like multiple choice, number rating, star rating, emoji rating, etc.
To know the benefits of the feedback form, read, Why is Client Feedback Essential for Salon Businesses?
- This created feedback form can be sent through a digital invoice right after the service is done.
- You can also create a consent form in the same feedback module. Send them the consent form before their service, asking about their preferences, allergies, etc. This will allow you to deliver a smooth service.
With MioSalon vs Without MioSalon
| With MioSalon | Without MioSalon |
| 1. Online booking 24/7, automated reminders, real-time availability. | 1. Manual entry, double bookings, frequent no-shows. |
| 2. Centralised database with visit history, preferences, and notes. | 2. Scattered or paper-based records, difficult to personalise services. |
| 3. Automated invoicing, GST-ready, instant receipts. | 3. Manual billing, prone to errors and has no tax compliance. |
| 4. Auto stock alerts, expiry tracking, and purchase orders. | 4. No tracking, overstocking/understocking is common. |
| 5. Targeted SMS/email campaigns, loyalty rewards, festive offers automation | 5. Irregular campaigns, generic messages, low engagement |
| 6. Attendance tracking, role-wise access, performance reports | 6. Manual attendance, no productivity insights |
| 7. Centralised control with individual branch performance tracking | 7. Difficult coordination, no unified data |
FAQs
1. What makes a salon experience memorable?
A memorable experience is built on personalisation, warmth, seamless service, and small surprises that delight clients.
2. How do I know if my clients are happy with their experience?
Ask for feedback directly or send automated feedback forms post-appointment. Monitor online reviews and recurring visits.
3. Is salon software necessary to improve client experience?
Yes. It reduces booking friction, tracks preferences, and improves client communication, all of which enhance satisfaction.
4. Can ambience impact how a customer feels?
Absolutely. A clean, well-lit, and sensorially pleasing space puts clients at ease and adds value to your services.
5. What’s the first step to improving salon experience?
Start with training your staff and getting client feedback; these two steps alone can uncover and fix many hidden gaps.
Conclusion
Improving the salon customer experience doesn’t always require a big budget, just attention to detail and consistency. From a smile at the front desk to personalised follow-ups, every small action contributes to how your salon is remembered.
The result? Loyal clients, glowing reviews, and a thriving salon business. Whether you own a single or multi-location salon or spa, salon software plays a crucial role in improving the overall customer experience.
Book a Free Demo Today and experience how MioSalon demonstrates the standard of salon software.
How to Get Started?
1. Book a Free Demo – See MioSalon in action. Our team will walk you through the features that match your salon’s needs.
2. Personalised Onboarding – Once you’re ready, we’ll set up your account, import your data, and tailor the software to your services, team, and preferences.
3. Staff Training & Support – We’ll train your team to use the system smoothly, including appointments, payments, client records, and more.
4. Go Live – Start taking bookings, sending reminders, and managing your salon efficiently. You’re all set to shine.
Start your Free Demo and see it in action! To learn more about the pricing plan, visit MioSalon’s Pricing Page.
