Great customer service is truly what will either make or break most businesses, including salons and spas.

The vast majority of coaching clients that I work with tell me that they offer amazing customer service and really care for their clients but, they’re still not retaining enough of them.

This simply doesn’t make sense.  Clients who receive a first class experience coupled with great value, have no reason not to return.

Mystery Customer, a mystery shopping company in Australia, surveyed its shoppers in April 2013, and this is what they discovered.

Making connections really matters.

More than two-thirds (78%) of shoppers believe that good customer service is about staff members getting to know their customers by making connections and forming relationships. By listening and paying attention to the customer’s needs and wants, staff are more likely to deliver good customer service.

As one shopper put it “You want to feel like you’re that special customer that they’ve been waiting for all day”.

A warm and genuine greeting is essential.

More than half (58%) of the shoppers surveyed said that they want to be greeted with a genuine welcome when they entered.

Engaging, warm and friendly staff make customers feel welcomed to the business – eye contact and a smile goes a long way!


Nothing should be too much trouble.

A third (33%) of shoppers state that good customer service is when staff are willing to help and provide assistance. 

This includes being eager to please, as well as going that extra mile with nothing being too much trouble.


A great understanding of your product is a must.

A third (31%) also stated that staff’s product knowledge contributes to good customer service.

They want properly trained staff who provide consistent advice on products that they have experience with.

1 in 10 shoppers also listed other attributes that contribute to good customer service including staff who meet or exceed expectations; being left with a positive feeling about buying and being given space and time to browse.

But why offer good customer service?

Customers who feel welcomed, engaged and helped are happy customers.

As one shopper put it, “Good service makes the experience more enjoyable and makes people more likely to come back or recommend the business to others”.

Other responses included:

  • Being respected and treated the same and not judged.
  • Given time to browse and make their own decisions.
  • Being quick and offer efficient service.
  • Ability to follow up on enquiries.
  • To recognise and acknowledge repeat customers.

So there you have it!  That’s what the people from Mystery Customer say your clients want from you, and if they don’t get it, you can definitely expect them to go elsewhere to look for it.