Published on 18/02/25
Pictured above: BT36 Barber Co. storefront
The first ever article from Croii's blog explores the importance of the customer experience, within salon businesses across Northern Ireland
The Croii team chatted with the recently established 'BT36 Barber Co' based in Newtownabbey and asked
As we know, loyal customers increase our profitability through repeat business and referrals, with most business owners shifting around 50% of their energy and time to the customer experience.
"Great customer service is essential!" quoted the team at BT36 Barber Co, and it clearly shows their focus on the customer experience has played a part in their appointments flowing constantly, in advance. Customers having a positive experience can encourage a good recommendation system. With word-of-mouth referrals and positive online reviews, businesses can build a strong reputation within their client base.
When ensuring customers have a positive experience, BT36 Barber Co stated that 'consultations' are important, with "listening to what the client wants" and following up with a "great haircut" being the key steps in providing a positive experience for clients.
Customer retention should be a vital part of any business practice. As it’s often five times more expensive to acquire a new customer than it is to keep an existing one, focusing on the clients you already have and encouraging them to come back every time can be a cost-effective strategy.
Providing that great customer experience is important to retaining the customer, but "always trying to rebook with a client again before they leave" is a common practice at BT36 Barber Co. Encouraging clients to repeat the booking on the spot not only saves the client hassle when the appointment book fills up but also gives the business owner or staff clarity that they are happy with the service and want to express loyalty.
Pictured above: Salon interior
The customer is always right! Or are they? We all have challenging experiences with customers. Some can be avoided, and others can't. It's always been this way. All business owners strive for a relaxed and progressive environment. However, sometimes this isn't easy to achieve. When asked about advice on dealing with a challenging customer experience, BT36 Barber Co stated, "Being patient" is key.
Salon software is a key feature in most businesses now. It helps us run schedules, take and manage appointments, manage staff members, accept and control payments, analyze how our business is progressing—the list is endless. Salon software plays a huge role in our customers' experience as it allows customers to interact with the business and their services with the touch of a button.
The team at BT36 Barber Co notes that "salon software is a great tool for getting in touch with clients" while also playing a "quick and easy role in resolving any issues that may occur." BT36 Barber Co clients definitely don't have to worry about communication when it comes to their barbershop.
Concluding this article, we now understand the importance of the customer experience and hope you would agree that focusing on this will have positive impacts on your business and help it grow. With BT36 Barber Co growing as a brand, they concluded that "customer service is all we generally focus on," and it is definitely noticeable.
