First Impressions Start At The Front Desk

First Impressions Start At The Front Desk

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You can only make a first impression once! Don't miss your chance to dazzle your new salon customers!

Salon customers are not always sure of what to expect when they walk through the door. When you teach your front desk team how to deliver exceptional service to each and every person who enters your door, you are maximizing your first impression.

Customer service is only remembered for two things, when the expectation is exceeded and when it is not.

Meet with your staff and find out about specific times they have had their expectations exceeded and come up with ideas as a team for new policies and procedures that give you a glowing first impression.

We all know when customer service impresses us and we have all experienced it, so why not use those experiences and find ways to recreate them for your clients?

Each and every employee should know what they are expected to do and understand every step in the process of the client experience in regards to:

1) Greeting
2) Making appointments
3) Rebooking
4) Up-selling
5) Retail sales
6) Follow up

These areas are ones that are prone to pitfalls and can spell disaster when they are not performed correctly. You need a written system in place for each of the areas, a "this is how we do it" system so everyone is doing the same thing.

For example, when greeting clients your system might be to always stand up, then say, "Welcome to XXXX salon, how may I serve you today?" After they answer, the next part might be to say, "Can I get you a drink from our beverage menu?" (which means you need to have a written beverage menu).

Another system might be to stay in communication with the client every 10 minutes, if there appointment is late. Communicating what is going on proactively, before the client gets impatient and has to ask, is a great front desk system.

Another great system, might be to offer the client a FREE bottle of shampoo or service if you are more than 30 minutes late for their appointment. Having this system in place and telling the client about this reward at 15 minutes, will give them more patience to wait.

If the client is waiting for their appointment, take that opportunity to talk to them about the new retail products or product specials going on or to book their next appointment. Using this time to find ways to serve the client, turns a potential bad situation into a service opportunity.

Go through and create a written system for each of the 6 steps so that you make an excellent first impression. A good Front Desk can be the key to your success or failure; don't overlook this!

About the Author:
Bert Carder is CEO of Your Beauty Network, your One Source for all Your Salon Business Needs from Salon Recruiting to Salon Promotions to Salon Appointment Scheduling. For 5 FREE videos on Salon profitability, go to http://www.yourbeautynetwork.com or call 866-364-4926



Article Originally Published On: http://www.articlesnatch.com


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