You know the feeling. Calls are coming in, you’re running around trying to organise everybody (and everything!) while remaining as calm, friendly and professional as humanly possible. It’s a big ask! In fact, sometimes, it feels impossible. But you have to keep your composure because one slip or one bad phone call could be enough to tarnish the salon’s reputation. With that in mind, we’ve listed 7 musts in terms of salon phone manner.
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The 7 Golden Rules Of Salon Phone Manner
1. Smile And Breathe
First things first, take a deep breath! Regardless of the mood you’re in, always answer the phone with a cheerful tone.
Next, smile! Believe it or not, the tone of your voice changes when you smile. So even if you don’t feel like smiling, fake it: it makes you sound friendly.
2. Use The Caller’s Name
The sweetest sounding word to anyone is, well, their name. Once the caller has identified themselves, make sure you use their name throughout the conversation. For example, “Yes, Mary, let me see if John is free!” or, “Thanks for calling Mary!”
People remember small details. This is one way to make sure whoever is calling feels listened to and appreciated.
3. Be Consistent With Your Face-To-Face Manner
Bubbly over the phone, but not so much in person? Make sure the experience you give at your salon’s reception is consistent, whether that’s on the phone or in person. What more could you do to ‘wow’ people calling in, your clients or walk-ins?
4. Understand Where Irate Clients Are Coming From
Take deep breaths, and listen carefully to the hidden message behind angry calls. Where is the frustration coming from? What isn’t being said?
By staying calm and composed, you can focus on putting the client’s needs into perspective. Nothing feels worse than being ignored or not taken seriously. Once your customer knows you’re on “their side,” the call’s tone should naturally shift into a two-sided conversation about how to fix the problem. You should always try to resolve issues as quickly as possible, but if for some reason that’s not possible, tell your caller what you intend on doing next. Be honest and deliver on your promise.
5. Understand Your Salon’s Menu & Procedures
It’s not uncommon for people to call in asking for more information on whatever it is they want to book in for. Always have at hand a document with answers to common questions in regards to your salon’s treatments, services and procedures. As time goes by, you’ll be able to answer an increasing amount of queries without having to get the information off someone else while you put your client on hold.
6. Always Ask For The Caller’s Contact Information
Ask for as many contact details as possible. If you miss something, ask again. This is especially crucial for bookings taken over the phone. An error in the client’s email address or phone number and they won’t get their appointment reminder. If the person calling already has a client card, make sure their information is up to date.
7. Don’t Take Things Personally
Whatever happens, don’t take things personally. Often, people feel they need to be angry or loud to get their point across. As much as you can, try not to feel upset or overly affected when this happens. Offer a listening ear, be understanding, and by doing so, your clients should calm down.
Thanks for reading! #LetsGrow