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Mastering customer service strategies for your beauty empire

Woman wearing a pink apron while on the phone

Any beauty business whiz knows that customer service should be at the forefront of any successful endeavour. Without customers, there is no business, and so making sure that you are on it in terms of executing expert customer service strategies should be top priority.

Beauty industry jobs put customers at the forefront of everything they do. Clients are the works of art that beauticians hope to finish by the end of each treatment which, with any luck, will land them a glowing reputation and have customers coming back for more time and time again.

Customer rapport and communication is at the heart of any good beauty empire, and we are here to help you get to grips with mastering the best customer service strategies so you can grow your beauty empire.

The lesson begins…

Why is customer service important?

Customer experience is what makes or breaks a business. Word travels quickly, especially now with the use of social media and reviewing platforms, a business’s reputation can glow or fade at the drop of a hat.

People want to know that a business cares about them, and that they will do all they can to make their client’s experience as easy and enjoyable as possible. Recommendation, particularly in the beauty industry, is like gold dust – once word gets out about the quality of both the treatments you offer and the care and attention you provide for your customer, you are onto a winner.

What makes excellent customer service – beauty service strategy

In order to create a solid framework for your business culture, it is important to first figure out what you want your customer service values to be.

Here are some winning values to start you off:


A business that runs like a well-oiled machine will always be on the front foot. Things can get pretty hectic in salons; between multiple clients coming in throughout the day, clean up and turnover, as well as other admin that needs doing it can be easy for things to fall by the wayside.

Maintaining a culture of efficiency and working smart will stand a business in excellent stead when it comes to customer service, keeping bookings in check, reducing wait times, ensuring high levels of appropriate stock and evoking overall trust in and reliability of the running of a business.


No two clients will be the same, and so making sure you treat each individual case as a new and unique opportunity to make someone feel their best is paramount to customer care. Personal consultations are standard in the beauty biz, as this is the time you really get to know your client so you can provide the best service possible.

Often, you may need to alter a treatment to fit the requirements of the client, depending on their wants and needs, and so this flexibility and attention to detail, as well as excellent listening skills are vital traits to acquire.

Going above and beyond

When it comes to beauty treatments, it is the little things that can make it special, those little moments where your nail technician throws in a moisturising hand massage or your hair extension specialist takes the time to go through all the aftercare and products you may need. Gestures such as this are the things that make clients feel truly cared for.

Follow-up appointments and check-ins are a must in the beauty industry – keeping tabs on your clients and seeing how they are doing after their treatment can really mean a lot, as well as showing to your client that you truly care about their wellbeing and the quality/effectiveness of your treatments. 

Kindness, empathy and understanding

Always a priority, remaining kind and understanding even in difficult or demanding situations will help diffuse tension and make for a more pleasurable experience for all involved.

People come for beauty treatments from all walks of life, with different wants, needs and insecurities. Beauty specialists will deal with it all, and keeping calm and kind throughout is what will really boost the reputation of a business.

Excellent Customer Service Essentials infographic

Customer service strategies for your beauty empire

Putting strategies in place to boost and enhance the customer service of your business can be extremely helpful in creating and maintaining your desired ethos and value system for

The planning and implementation of these core values could be structured as follows:

1. Creating the right culture

Think about the culture you want to create within your business and workplace. What are the core values? What do you want people to say about your business? What impression do you want to give? How do you want customers to feel after a treatment with your business? 

Getting a clear overview of the culture of your business will allow you to move into reality, ensuring all employees and customer interactions align with your core values.

2. Training

When it comes to training other employees, it is important to find people who share your vision and passion for excellent service. Hiring the right people is an important first step for any business, and then having a clear and precise training plan and goal list will make introducing them to the business a lot easier. 
And training doesn’t just stop at the hiring process, as the business grows and changes it is important to keep up regular training and check-ins with your team.

3. Accountability

Keeping both your team and yourself accountable for top-quality service is key to maintaining this level. Encourage a culture where everyone wants to do their best, where they help and support one another to keep up with the best level possible.

4. Always striving for better

Don’t settle. This is your business, and the more you feed and water it it will flower and bloom. Always be open to new learning opportunities and keep striving to become the best you can be. Further training, new treatment and service ideas, hosting different events and promotional days – the only limit is your imagination!

Customer Service Strategies infographic

Other things that can boost customer service, sales and rapport

Here are a few other things to try that can really help boost business and allow you to reach a wider audience of potential customers:

Build an online presence

One of the best ways to build a following and get your services out there is to create an online social media presence, where you can show pictures of your work, details on services you provide, and get clients to write testimonials about their experience having a treatment with you. Social media is everywhere, so getting yourself onto peoples’ ‘for you’ page is a surefire way to spark interest.

Not only that, having an online presence makes you more accessible to people, meaning they can get into touch easily about questions and queries, as well as interact with posts they find interesting.

Go to beauty fairs and events

Events used to promote different beauty businesses are always an excellent way to broaden your network and potential customer demographic. You can set up your own stall and promote your business in your own style, giving people an in-person meet-and-greet introduction to the services you offer.

Connecting with people face to face will always be a winner, and the importance of this can be lost in this modern-day age of technology and texting. When we speak with people in person, we connect both mentally and physically – our energy and body language speaks volumes and can help evoke trust and build connection.

Want to learn more about building a beauty empire?

Here at New Zealand Beauty School, we have a whole assortment of different short courses to give you the best start to your career in the beauty sector. With everything from Professional Makeup Artistry and Facials, to Nail Tech and Eyebrow and Lash courses, there is something to suit everyone. 

Our courses are created by professionals and will give you high-quality, rounded learning to prepare you for every aspect of the industry. And you won’t just be learning about the beauty side of things – we will equip you with the knowledge needed to succeed in the business, such as organising appointments, stock orders, salon management, customer rapport and more.

Also, our courses come with a custom-designed kit containing everything you will need to complete your training, sent right to your front door. The kit will have all the necessary gear to give you the best start to your career, allowing you to experiment and explore from the comfort of your own home.

All courses come with a downloadable brochure with further information about course content, modules and assessments, accessing your learning online and tutor support. Once you have completed the course, you will receive a certificate of attainment, adding that touch of impressive professionalism to offer to potential employers.

Choosing to study a beauty course online will give you 24/7 access to your studies, giving you the flexibility to work your learning around your schedule and lifestyle.

Start growing your beauty empire today with New Zealand Beauty School.

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