In an ultra-competitive climate in which 78% of customers don’t come back because they perceive an attitude of indifference in the service they receive, you need to consider that all the small things matter. First and foremost, acknowledging a client in your salon reception area is crucial – no matter how busy you are. And before you throw in a “yes, but,” I’m not implying you have to say anything. In some cases, body language speaks louder than words.
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Busy Salon Reception: The #1 Customer Service Greeting Tip
If you’ve been tuning into Phorest FM recently, you might remember our customer service episode with Richard Ward Hair & Metrospa’s salon Maître D’. During this interview, Gavin Hoare delivered simple, yet invaluable advice for busy salons and businesses who don’t have a receptionist:
I have eight receptionists. I have five working on any one day. But on my team, they’re dealing with up to 4000 calls a week. So quite often clients will come in, they’re on headsets booking appointments, they’re busy. And they can’t actually speak to a client but there’s ways you can communicate through body language. Making eye contact, a nod, a smile, a simple someone will be with you shortly, take a seat. And it sounds like it’s stating the obvious, but I’ve, one of my receptionist’s mother went into a local salon near to where I live and she literally – that happened. Four girls were doing blow drys on their clients, chatting away, and she sat waiting to be acknowledged for 20 minutes. To the point that she started to feel uncomfortable. Got up and left, never to return.
And ultimately, it’s just really people taking ownership. I don’t, you know, it’s really giving the autonomy to any member of your staff. Whether they be a first-year apprentice or the most senior member staff, that they have to take ownership of their part in the client journey. You know, someone comes in the door, that is stage one. And how we meet and greet them can leave a lasting impression. And I just think you have to give your team, the autonomy to deliver. It’s quite simple. But they have to know that they can do it.
– Gavin Hoare, Salon Maître D’ on Phorest FM Episode 71
Today, I’d love for you to take 5-min out of your time to think about how you meet and greet your clients. Not when the salon is pretty quiet; that’s easy. No. Think about how you greet them when your team is booked out back-to-back-to-back. When your staff barely gets a minute to go to the bathroom. Or have lunch. Offer a genuine smile, be approachable, remove barriers, show empathy and invite your client to take a seat. Remember, Jim Rohn once said, “One of the greatest gifts you can give to anyone is the gift of attention.”
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