Melissa Timperley is the multi-award-winning founder of the Melissa Timperley Salon in Manchester and the creator of MT Masterclass, a comprehensive precision cutting education programme. This month, Melissa shares her expert tips for refining your client experience.
Communication
A great client experience begins with clear, thoughtful communication. Before opening my salon, I surveyed 300 people to understand what they valued most about their salon visits. One of the biggest takeaways? Clients want to feel heard and understood. That’s why at Melissa Timperley Salons, we put the customer at the heart of everything we do – because AI and automation will never replace the human touch.
How to best implement communication in your salon:
- Consultation:
Every client should feel truly listened to, so we allow 15 minutes for every consultation, even for regulars. A rushed conversation often leads to miscommunication, so take your time.
- Silent appointments:
Some clients love a chat, while others prefer a more peaceful experience. Offering silent appointments gives them the choice and makes them feel more comfortable.
- Listening and adapting:
We regularly send out customer surveys and, crucially, act on their feedback. Whether it’s small refinements or bigger changes, knowing our clients feel heard makes all the difference.
Comfort
The physical and emotional environment of a salon is just as important as the service itself. When I designed the salon, I made it a priority to ensure clients felt relaxed and at ease. From acoustic music to a buzzer entry system, every element was curated with comfort in mind.
How to elevate comfort in your salon:
- Eliminate the ‘conveyor belt’ feeling:
Each client should stay with the same team member from start to finish, including the backwash and colour. This personalised approach builds trust and enhances the overall experience.
- Thoughtful touches:
With our most recent price increase, we wanted to ensure our clients saw tangible benefits. So, we introduced tea pots to our drinks selection, allowing clients to personalise their tea exactly how they like it.
- Diversity and inclusivity:
We were the first salon in Manchester to introduce gender-neutral pricing, which means clients pay based on time and expertise rather than gender. This created a welcoming, inclusive space that encourages client loyalty and attracts a broader audience.
Consistency
Clients return to salons where they feel confident in the service they receive. Consistency is about ensuring that every visit meets or exceeds expectations.
How to establish consistency:
- Training ‘The MT Salon Way’:
Every staff member is trained in the same approach to client care. This means that no matter who a client interacts with, they receive the same high level of service and know exactly what to expect.
- Staff education:
We invest heavily in education, ensuring every stylist completes the MT Masterclass cutting course before working on the salon floor, as well as ongoing Wella colour training throughout the year. A well-trained team delivers a consistent, high-quality experience.
- Clear policies and structure:
Having clear processes in place, from appointment scheduling to post-visit follow-ups, ensures every client receives the same level of care.
- Staying ahead of the curve:
We constantly research new products and innovations to ensure we’re always offering services that set us apart. If we can’t provide something truly exceptional, we don’t introduce it.
A strong front-of-house strategy isn’t just about efficiency; it’s about creating an experience that makes clients feel valued, understood and excited to return. By focusing on these three Cs, you can build a salon environment that fosters loyalty and enhances your reputation.
What changes could you make today to refine your client experience?
