3 February 2023

The Client Journey with Mark David

Mark David, Owner of MARKDAVID SALON in Edinburgh, is a strong advocate of making the client journey a real pleasure and a memorable part of the salon experience.

The Client Journey

“At MARKDAVID the client journey is so important to us,” Mark David explains. “When I opened the salon just over two years ago, I wanted it to be all about the client. From the design to our services and special touches, everything was thoroughly thought out with the client in mind to ensure they have an exceptional experience in the salon and come back time and time again.

Memorable Salon Experience

“When a client arrives at our salon, they are asked to ring the bell and wait behind the red rope outside until a stylist comes to greet them and bring them in to the salon. Before they’ve even walked in the door, clients know they are going to come in to a place of luxury and that they are going to have a memorable experience in the salon.

“Clients receive a silk kimono to add a touch of glam to their visit. We then invite them to the styling station where a thorough consultation takes place. There is a large refreshment menu to choose from. This includes Prosecco on tap! A cupcake from a local bakery on side complements their drink.

“We then accompany clients to the backwash. There, they can relax at the shiatsu massage basins. They have complete control over their massage, and also receive a complimentary backwash treatment. A hot towel wrap with lavender accentuates the treatment and allow the client to really unwind and feel good.

“Clients come back to the styling station where we work to achieve their hair goals before providing them with product recommendations to use at home to keep their hair looking fantastic in between appointments. Should clients wish, they can spritz themselves with one of our many perfume choices available in our bathroom before they leave to feel even more fabulous and to further lift their spirits upon leaving the salon.

Great Salon Partners

What helps us improve our client experience even further is partnering with great suppliers, including iSalon Software. Prior to clients leaving the salon, we always book them in for their next appointment on our software system and inform them that they will receive a text a couple of days before to remind them of their appointment. Clients love that they get this reminder message and that they can ensure they keep on top of and don’t miss any appointments. Not only does this help the client, but it also helps reduce no shows in the salon – win win.


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