Sometimes even the greatest client relationships can be tested when they deal with others in the salon. Whether it is an encounter with another service provider or a front desk staff member, any and all frustrations can cause someone to leave a business and not return. It's extremely frustrating, especially when you have no idea what's going on in other areas of the salon and how the outcome may affect your business. It's especially frustrating as an employee, because there are certain lines of control you may not necessarily have and crossing that line could cause a ripple effect through the salon.
My biggest frustration has been the recent full turnover of our front desk team...again. I feel for them because when I was in beauty school, I was working a busy front desk in a dramatic salon. It is the most underappreciated job, and the most vital to our success as service providers. So how do we get them to understand their importance, when they are under trained and expected to automatically know how to handle all of our issues? We simply cannot let them be put in the position without guidance, because that is a set up for failure for everyone involved.
"Top Gun" training is huge when it comes to getting results from the front desk. It empowers them to gain control of client requests and improve employee books by just knowing how to approach people with the correct language and professional attitude. They learn how to turn a negative call into a positive experience by neutralizing the situation. They learn what to prioritize, how to juggle all of the other providers in the salon, all with a smile and a great attitude. When I worked in Florida, the front desk girls that went through the "Top Gun" program became amazing service providers. If I was having a tough day, or was falling behind, I would come out from the pedicure room to find a chocolate with a little love note on my desk from our awesome receptionist who could feel my blood pressure rising. I cannot even tell you how much that small gesture meant to me. Her success is a great story because she has gone on to a salon in New York City, managing a crazy, big salon.
So where does that leave me? I have taken over training the front desk with Lance and his "Top Gun" program. Why would I take that on? Because I have the knowledge needed to get the girls started on the basic and vital info they need to make the holidays a success. The owner is trying to lead the hair and skin staff through other areas of training with Inspiring Champions, (they are all going to Champ Camp this weekend) plus run the business and be behind the chair. Her frustration was not having the time to train the front desk. I could see that it was all coming to a boiling point, and it could get ugly, so I simply took that weight off of her shoulders. In the end, it is a win-win situation. The front desk will learn what they need to handle basic issue, plus they will learn what not to do if there is a problem. Our schedules will be handled more professionally, and everyone will be on the same page, heading for the same successful results...more clients, more money, more happy people!
— Adrienne, nail tech