Customer safety

-> Businesses’ continued investing in safety measures can make customers feel more comfortable.

As regulations relaxed, clients went back to salons and spas in droves. A Square report from July 2021 found that completed reservations were above pre-pandemic levels, up 156% year-over-year as of May 2021. But even as in-person appointments continue to ramp up, safety is still top of mind for clients since personal care means close contact with providers. These concerns may continue even after the pandemic subsides, as clients are hyperaware of their personal space. Businesses that adapt to this shift may not only attract clients, but may also build more meaningful client relationships and be better able to provide clients with a relaxing experience.

90% of beauty businesses say they struggle to balance pandemic safety precautions with providing a relaxing environment.

156%

increase in scheduled appointments compared to pre-pandemic rates.

70% of consumers say they are still hesitant to book some services.

The good news? Clients say there are ways to make them feel more comfortable.

"...We put so much energy into providing for our client. And we are a group of individuals that really do believe in the attitude of servitude. We are there to please. We’re there to make you feel amazing. We’re there to create life-changing hair or nails or to give you a massage of a lifetime. No matter what the craft is, we’re all service providers. And we give all of ourselves when we are providing a service.”

Kelly McCarthy
Vice President of Supply Chain & Training, My Salon Suite

→ Video: See more from My Salon Suite

"As we forecast what postpandemic life will look like, the emphasis on delivering an exceptional customer experience is top of mind. Beauty and personal care sellers, in particular, value customer trust, connection, and an overall positive experience for their clients.”

Cadah Goulet
Poor George boutique, Cold Spring, NY

With Square Appointments, you get a free customer booking website, can automate cancellation and noshow fees, and can accept a variety of contactless and in-person payments.

Tips

Offer online booking options and leave time in between appointments to avoid a cluttered waiting room.
Allow clients to tap and go with contactless payment options.
Consider allowing clients to pay ahead, so when they finish their appointments, they don’t have to wait around. This can have the added benefit of preventing late cancellations and no-shows.
Use appointment booking software that allows for clients to book multiple providers and automatically splits tips. This way, clients aren’t scrambling around the venue trying to get change and pay each provider.
Update clients on the safety measures you are continuing to take on your website and through automated SMS and/or email marketing.