By Bryan Durocher, Durocher Enterprises
One of the biggest challenges during the holiday season is combating the stress our clients put themselves under. The salon is a safe haven from the pressures of the world and salon employees are expected, in the short time a client is visiting, to make all the craziness melt away. As much as we do to prepare to pamper clients, there will always be a few who will not be happy. For the sanity of your front desk staff and ultimately, your own, invest a bit of time strategizing and scripting how difficult clients will be handled during the holidays.
Most salons have policies in place already, however this is a great opportunity to review before the holiday traffic begins. If your salon has a 24-hour cancellation policy, it would be wise to remind your clients during the month of November to minimize no-shows and unhappy guests. Script the language you wish your staff to use when challenges with clients arise. Commit to paper how you wish staff to address the issue and whom they are to turn to if the challenge needs to be addressed with higher management. This is especially imperative to review with seasonal staff members.
The old adage “the customer is always right” is a great message in theory, however the practical aspect can be potentially devastating to a salon. If a salon were to give every customer everything they wanted, for the price they desire (usually free), it would be in trouble very quickly. So, take the time, script out different scenarios you have witnessed in the past, and give your staff direction on how you wish it to be handled.