Keeping Client Records in Your Salon: Tips & Best Practices

When a client visits your hair salon, they expect exceptional service, which means their most important needs must be anticipated. Supporting that level of familiarity as your clientele grows requires keeping client records, and their importance can't be overstated.

Client records can tell you everything from basic contact information to their appointment histories, booking habits, potential health conditions, preferred payment methods and how much money they’ve spent overall at your salon. Moreover, when stored in a digital client profile (a key feature to look for when considering salon booking software) instead of a traditional client record card, that information is centralized, secure and can be referenced easily as needed.

Below we discuss the benefits of keeping client records, what information to include in clients’ profiles and why. We’ll also cover what regulations salon owners must be aware of regarding the obtaining and storing client data.

The Importance of Salon Client Records

Client records are a cornerstone of any successful business, especially in the beauty and wellness industry. Keeping client records up to date is not just about organization; it’s about delivering high-quality services, ensuring client safety, and fostering strong relationships with your clients.

Moreover, client records help businesses comply with regulatory requirements, such as data protection laws, and can serve as crucial evidence in case of disputes or legal proceedings (for example, recording the results of all patch tests is essential for compliance with insurance policies and client safety).

By diligently keeping client records, you can enhance your service quality, protect your business, and build lasting client loyalty.

What is a Client Record?

A client record is a comprehensive document that encapsulates all relevant information about a client, from their personal details to their treatment history and preferences. It goes beyond mere treatment notes to include:

Client’s name, date of birth, address, telephone number, and email address
Detailed treatment plans, including products used and treatment protocols
Information on allergies, medical conditions, and consent forms
Intake forms (more on these below), payment information, and appointment schedules
Notes on client preferences, such as favorite treatments or products

A well-maintained client record enables your staff to offer personalized services and make informed decisions, ensuring each client feels valued and understood.

Offer More Personalized Services

A detailed client record at your disposal enables you to personalize your salon’s offerings and provide a more tailored experience for each client.

Make styling recommendations: For clients with curly hair, the stylist can suggest specific products and styling techniques to enhance natural texture and reduce frizz.
Offer personalized haircare routines: Based on the client’s hair type, texture, and goals, you or one of your stylists can recommend specific products and treatments.
Anticipate potential issues: If a client has a history of scalp sensitivity, the stylist can take precautions to avoid irritation.
Take advantage of upselling opportunities: Recommend complementary services or products that align with the client’s goals.

By understanding your clients’ preferences, potential allergies, and previous treatments, you can nail first impressions and reference their treatment records to ensure the best possible outcomes at subsequent client visits (including with different stylists.)

Capture Client Information with Forms

Your salon’s onboarding forms help you collect valuable client information, allowing you to prepare effectively for your first session and provide a personalized experience. You can tailor forms to gather details like client history, hair history and pain points—and don’t be shy about sending the occasional post-appointment client survey, either. Forms become a highly useful tool in managing client relationships.

Your salon’s management software should enable you to automatically save your client’s onboarding/intake forms, or signed liability waivers, to their profiles. Moreover, they can (and given how important this data is, should) be made a requirement for new bookings.

Adding Client Notes

You can think a client’s record as a living, breathing and constantly evolving document. After capturing important preliminary information with forms, be sure to update a client's record with regular notes about including formulas, allergies, preferences, and details like their birthday.

Vagaro’s popup notes feature, for example, displays urgent notes about a client’s appointment (this helpful article walks you through this simple process of managing customer notes).

Offer More Personalized Marketing

By analysing the data in a client record, you can tailor your salon’s marketing campaigns to meet the needs and preferences of your clientele, which is a boon for the all-important salon/client relationship.

Even the simplest client information can be used to identify potential marketing opportunities and target specific segments. For example, with a client’s most basic contact information on file (Name, Date of Birth, telephone number, Email Address), you can send a personalized birthday email, or text message, complete with a nice discount on products.

With some added insight on their appointment history or buying habits, you can personalize a client’s birthday deal even further: Enjoy 15% off your shampoo of choice; Take 15% your next blowout, etc... Practical, yet impactful, email marketing like this plays a crucial role in your salon’s success.

Similarly, you can utilize text message marketing to market more time-sensitive, relevant deals and promotions to clients.

This level of acknowledgement and personalization makes clients feel valued, which, in turn, increases their loyalty to your salon and prevents turnover.

Improve Business Performance

As a salon owner, a detailed client record can give you a deeper understanding of your business, helping you to identify areas for improvement, and make data-driven decisions that boost profits and customer satisfaction.

For example, simply having a client’s payment information saved in their records opens the possibility for deposits, prepayment or recurring payments, depending on the packages or memberships you may sell (and assuming you can process payments electronically). It also significantly streamlines the checkout process, which minimizes wait times and ensures efficiency.

There's so much more to consider. When examined in aggregate, client records can help you:

Measure the effectiveness of loyalty programs and rewards.
Identify and reward your most valuable customers (those who spend the most).
Identify your salon's most popular and profitable offerings.
Offer services and products that cater to specific customer segments.
Gain an understanding of how clients prefer to book salon appointments.

...and so on. Data should be a business owner’s best friend—client data in particular.

Digital Client Profiles Vs. Salon Client Cards

Once upon a time, there existed traditional paper client record cards. These relics contained handwritten or printed information related to client preferences, appointment history, and other relevant details....

If your salon still operates in this long-ago time and keeps paper records, a short detour might be in order.

It is highly recommended that businesses use digital systems to store client records. Digital client records offer numerous benefits over paper records and are essential to modern salons for the following reasons:

Efficiency & Accuracy: Digital records eliminate the need for manual data entry and reduce the risk of errors associated with paper alternatives. Information can be easily accessed, updated, and shared across different team members.
Centralized Information: All client data is stored in one central location, making it easy to find and manage. This eliminates the need for multiple paper files or spreadsheets in record keeping.
Data Security: Digital systems can provide enhanced security measures, such as staff access levels, which protect client data from unauthorized access or breaches. This helps your salon comply with important data protection regulations, such as GDPR, which we’ll discuss later.
Scalability: Digital client record storage can easily scale to accommodate a growing business without the need for additional manual processes. The information can also be shared between multiple salon locations and multiple hair stylists as needed.

Benefits of Client Profiles

It’s true that salon client cards are now offered digitally, often as part of certain salon software. However, there are major differences to consider between these and the client profiles offered by Vagaro.

Contain More Comprehensive Information: A client profile feature can typically store a wider range of information than traditional client record cards, including detailed treatment records, product purchases, notes, and preferences.
Are Updated Automatically: Many salon software features connected to a client’s profile are automated, such as appointment reminders, service recommendations, and data syncing.
Integrates Better with Salon Software: Client profiles are seamlessly integrated not only with a salon's booking system, but its point-of-sale software/hardware, and other tools. This streamlines operations and reduces inconsistencies.

Client records can contain sensitive information, including contact and payment information, client photographs, allergies and medical conditions. There are stringent rules around how your beauty salon must obtain, use and update a client’s information, as outlined in the UK General Data Protection Regulation (UK GDPR).

Here is a (very) basic rundown of your salon’s GDPR obligations¹:

Limitation & Minimization: As per UK GDPR regulations, your salon should only collect personal information for specific, legitimate purposes. It's essential to collect only the minimum amount necessary to achieve the intended purpose
Data Accuracy: Your salon must maintain accurate and up-to-date personal information about your clients. To ensure accuracy, provide clients with easy ways to correct any inaccuracies in their information.
Transparent Processing: Your salon must process personal data in a transparent manner and clearly explain to clients how their personal information is collected, used, and stored.
Data Security: Implement robust measures to protect client information from unauthorized access, loss, or damage. This may involve secure storage, access controls, and staff training.
Data Subject Rights: Ensure clients can exercise their rights to access, rectify, erase, restrict, or object to data processing, as well as the right to data portability.
Data Breach Notification: Have a plan in place to promptly report breaches to the ICO and affected individuals within the required legal timeframes.
Accountability: Demonstrate your compliance through client record-keeping, policies, and procedures. A data protection lawyer can advise you on the specific policies your business needs.

In summary, compliance with GDPR rests on ensuring that your clients' information is collected, stored, and processed securely and accurately, with clear and explicit client consent. By understanding and fulfilling these obligations, you can protect your clients' privacy and avoid a lengthy list of potentially severe legal consequences.

Of course, we don’t want to oversimplify something so important and suggest familiarizing yourself with the UK GDPR.

Keeping detailed client records is central to running an efficient, customer-centred business. Client records don’t have to be difficult to manage. Vagaro salon software puts a wide range of client details, from contact information, product purchases, notes, gift certificates, and much more, at your fingertips. You can rest easy knowing that this information is absolutely secure, compliant with necessary regulations and easily updated. Start your 30-day FREE trial and experience near-effortless client management and client record keeping, from any device.

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