How can you ensure soaring sales and service? Start by considering both yourself and your front desk staff as "income-producing service providers". You see, so many front desk staff members who have come and gone have considered themselves "receptionists". To me, a receptionist is someone answering the phone in a law office or the like (who answers the phone, takes a message, makes copies, etc.) Thank goodness there are receptionists out there. It's just not what we're looking for in a front desk staff member in a salon environment.
What so many technicians have learned too late is that the person handling a client on the phone, or in person as a walk-in or first appointment, can make or break the client's entire experience. Your front desk plays as vital a role as you do! From the moment that client calls the salon, your front desk staff member is all she knows. When she schedules that service, has there been an upsell from a regular manicure to a spa manicure? Does the client even know what other manicures are offered? Was she informed about the options for a pedi, spa pedi, waxing or more?
When the client arrives who's the first person she meets? What will her impression be? Does she know what the salon offers? Has she been given a tour? When you complete her service, is she rebooked? Does the front desk clearly understand how to rebook you? Has the home maintenance been recommended? Did the front desk help close the sale?
Once rebooked, how is she confirmed? Does the front desk confirm 48 hours in advance to avoid a last-minute conflict or cancellation? Does she enforce the no-show policy? Are you starting to see how important this job is to the success of the service provider? Can you see how lack of training, lack of follow through, and lack of pay and incentives can keep this position looking like a revolving door?
When Adrienne and I spoke this past week, one of her biggest concerns was the front desk. There has been so much turnover in that position that as soon as one is fully trained and able to fully serve Adrienne, they quit! How frustrating. The biggest reasons? Lack of training, lack of value, and lack of opportunity in compensation.
It is because of these consistent issues that my dear friend Lance Courtney has developed a training course entitled "Top Gun Front Desk Training" through Inspiring Champions. It teaches your entire staff how simple implementation and consistent action can completely change your bottom line concerning the front desk. As a student of the course myself, I can only say, "Wow. I've never really thought of it this way!"
Lance draws all of his information from real life clients and their perspectives based on real experiences. How eye opening! We take so much for granted when it comes to our clients. While we think everything's just peachy, they're completely frustrated.
It's time for each of us to take the time to fully engage our front desk as vital vehicles in the success of our salons. Follow us over the next few weeks to see how some small changes can make a huge difference.
— Heather, success coach