S2E74 "What’s Really Happening in Your Salon When You’re Not Looking"
Download MP3There is the client experience you think you are giving… and then there is the one your clients are actually having.
And those two things are not always the same.
When you own a salon, spa, or beauty business, you are around it every single day. You know the team. You know the systems. You know how things are supposed to happen. And after a while, it gets really easy to stop noticing the little things a client notices immediately.
How long did it take someone to greet them? Did the consultation actually feel thorough? Was the bathroom clean? Did the provider explain what they were doing? Did checkout feel rushed? Did anyone ask them to come back? What happened when they called the business before they ever walked through the door?
This is exactly why secret shoppers can be so valuable.
Not to “catch” your team doing something wrong, but to finally see your business from the side of the person actually paying you.
Because sometimes the smallest things are the exact reason a client comes back, tells everybody about you, or quietly decides they are never coming back again.
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