When we refer to appreciation, we generally tend to think about why a client should or should not appreciate us, things like respect of time and service are one aspect as well as an appreciation for loyalty. How consistently should a client "show" gratitude and what is the determining factor in knowing whether they appreciate you or they don't? I think a story about my one client might help make it a little clearer.
I have a client and his name is "Boss.” I distinctly remember him inviting everyone in the shop to call him Boss and many had reservations. The interesting part of this story is that this gentleman not only made it up in his mind that everyone would refer to him as "Boss" but he was so passionate about his new name that he began to brand it. He started making hats with his name on it, t-shirts with his name on it, sweaters with his name on it, etc. And sure enough, people actually began calling him Boss. Little by little his friends, his family, his co-workers and yes, even people in the barbershop started calling him Boss.
So, what does any of this have to do with clients and how they appreciate you? Well, I mentioned "The Boss" and how he believed in what he was saying so much that it came true. What I have not mentioned is how much this client has shown so much appreciation for us.
When you listen closely to your clients and how they converse with other potential clients and their friends and family, listen to how they convey their feelings in general about you, pay attention to the method they use to talk about the service/s you provide for them; you'll start to see a trend of appreciation.
Boss not only promotes us consistently but he genuinely appreciates our knowledge about his hair care and skin care and suggestions about the desired look he may want to obtain. I would not be able to understand this about him if I was not paying attention to the signs of appreciation.
So how does one measure the level of understanding of appreciation? It’s simple:
Pay attention to how you communicate all of your services, products, etc. and pay attention to how your clients react. Is the response negative or positive? How will you use this information to help your clients understand you and your shop culture?
Don't assume clients understand everything about you or your concept of appreciation. The professional industry is a one hundred percent service industry and we cannot put a cap or limit on that. This means you must learn how to receive appreciation by first showing appreciation.
If you haven't noticed, number one and number two are saying the exact same thing with two totally different approaches. This will help you hone your perspective in understanding what to do when a client does appreciate you. As an example, for some, remembering their name or birthday is a gesture of appreciation and gratitude while for others, it could be a discounted service. It's up to you to understand how your clients receive appreciation but also how they show it.
What makes your clients happy when they show appreciation?
What makes your client happy when you show appreciation?
Take a few moments to think about your clients and how you can better understand those who appreciate you.
Photo: Odua Images
In this post, we talked about the art of appreciation and how to better communicate with your clients when receiving and giving appreciation. Use these two online classes to amp up your communication skills:
Active Listening Online ClassListening to hear, rather than respond, is a great life skill and a priceless gift you can give your clients. This online class gives you the tools to connect with your clients and teammates on a deeper level.
Persuasive Speech and Communication Online Class
Need more tools when communicating? This online class gives you everything you need to know to inspire your client’s appreciation for years.
At 15 years of age with an opportunity to apprentice, Cifrèdo's first assignment was tearing down & restoring every pair of clippers in the drawer of his barbering mentor. After 7 years of hands-on experience, Cifrèdo humbly ventured off to open his own first two chair location. Now in year twelve, Cifrèdo'zTM Barber Saloon offers world-class services for their diverse clientele with a fashionable standard of excellence & experience.
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