Tips from Clients: “What makes a great beauty therapist”
Beauty therapy clients using social media review site WOMOW (www.WOMOW.com.au) have surprised the site’s owners with their comments on what makes an in-demand beautician.
WOMOW director Fiona Adler said that since the site collected consumer feedback, it gave business owners some clear insight into what’s working and what’s not in a particular industry.
“We really thought we knew what clients were looking for when choosing a beauty therapist, but we’ve been surprised by some of the review comments posted on the site.
“WOMOW is a treasure chest of valuable information on clients’ ‘loves’ and ‘hates’ because it offers them a chance to provide no-holds-barred feedback on a product or service.”
Ms Adler said she and her partners hoped that by sharing information on the dos and don’ts of keeping clients happy, they’ll “tout” the good, “out” the bad and help “dodgy businesses lift their game”.
“This information is invaluable to all beauty therapists, so we’ve collated some feedback you probably wouldn’t expect,” Ms Adler said.
Tips from clients:
1. Listen. Listen to what I want and don’t override it with what you think is best for me.
2. Don’t gossip. I hate to hear you gossip – particularly about other clients. It’s unprofessional and makes me wonder what you’re saying about me behind my back.
3. Look the part. I’m paying you to make me look good, so I need proof you know what you’re doing. I start to lose confidence if you’re eyebrows are unruly or you’ve just had a breakout.
4. Don’t push. I hate it when you start pushing products on me. Sure, suggestions can be helpful. But don’t make the treatment I’m paying for one big sales effort. I’ll let you know if I want to buy your products.
5. Smell great. A beauty salon that smells inviting helps me to truly relax.
6. Shush! If I want to talk I will. So if I want to just relax and enjoy the quiet, please let me be and don’t ask me prepared questions like the movies I’ve seen or where my next holiday will be.
7. Practise good hygiene. Please use deodorant and brush your teeth. Your personal hygiene, including your breath and body odour, needs to be kept in check.
8. Make me feel beautiful. Make me feel beautiful and I’ll keep coming back.
For proof that the tips work, you need only look as far as Clear Skin Clinic owner Dee Davies, who said that lots of people were visiting the clinic after clicking through to see their service ratings on WOMOW.
“Once they read what our clients say about our services, they feel like they’ve found the right place and make an appointment straight away.”
“We just love getting great ratings and hearing how we’ve helped our clients. We think of WOMOW as the logies of business!
“We’ve kept growing right through this recession. We’ve stayed focused on looking after our clients and the downturn hasn’t affected us much at all,” Ms Davies said.
WOMOW, or Word of mouth on the web, is an established social media site that empowers clients by enabling them to rate a business’s performance for all to see. (The site has seen a dramatic increase in usage since the onset of the economic downturn, with traffic increasing by 300 percent.)
WOMOW’s proactive gesture to help businesses avoid making the same mistakes includes providing businesses that continue to receive positive ratings on the site with window decals with the words: ‘This business is recommended by the people on WOMOW’
The bright orange decal with the happy face motif graces the windows of businesses given high ratings by clients. Since businesses can’t buy ratings on WOMOW, this recognition only follows those that have earned it.
“With people now taking word-of-mouth recommendations so seriously these days, we want clients to know when they’re entering a ‘dodgy–free’ service zone.”
WOMOW enables clients to share their recommendations with each other. It uses word-of-mouth recommendations to help people find the best businesses and avoid the worst.
Available for interview/photograph: WOMOW founder Fiona Adler (wearing a bright orange ‘Boycott Dodgy Service’ t-shirt).
For more information: Rebecca Derrington 0408 062 354 or 03 93263196
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