Be a Better Tour Guide, Part 1
  • NAILS Magazine
  • March 28, 2011

Reading Sandy's last post got me thinking about a crucial part of welcoming new clients to our salon. She said "We are usually on our best behavior when we have guests in our homes, especially if they have never been there before. We offer refreshments, take their coat, smile, give them the grand tour, make pleasant conversation, and walk them to the door to say goodbye. All of these things are actions that we can adapt to use in the salon." The piece that grabbed me the most was, give them the grand tour. Sandy motivated me to write a two-part series about giving salon tours.

 

I mentioned before that a client can be a little apprehensive, anxious, and nervous when she arrives at the salon for the first time. These are common emotions that some people experience when they're in unfamiliar surroundings. They may not know where the bathroom is and they have no idea where you're leading them. Clients will feel more at ease when they become acclimated in the salon. Remember, when they're relaxed in their surroundings, clients feel more comfortable about doing add-on services, purchasing products, and spending money.

 

I have given many salon tours at my own spa salon. I have taken clients through the spa to see our facial and massage rooms. I casually point them out and say "These two rooms are for facials and these two rooms are for massage." I head to the nail area and say "This is our nail department and pedicure room. Over there is the hair department."

 

Then, one day I noticed Shannon, one of my employees, giving what I call The Grand Tour. I noticed Shannon was pointing out the different departments, but I also listened to what she was saying about each department. She said "This is our nail department, where we do acrylic and gel nails. We also do manicures and paraffin treatments." Shannon was planting seeds and giving the customer ideas about the services we offered. BRILLIANT!

 

I thought I was doing a good job by giving the salon tour, but I soon realized that I was just pointing out the obvious. I showed them the salon and that was all I did.

 

Shannon was letting clients know about the additional services and other opportunities our spa salon had available. I would say "Here is the hair department ..." I bet my clients were thinking "Duh! I can see the hair stations. As if the hair dryers and curling irons weren't a dead giveaway." Shannon taught me to revamp the way I was giving salon tours and step it up.

 

I also was moved by something I read by one of my mentors, Michael Cole. He says, "Each time you make an offering to a client, you are planting a seed in the garden of her mind. The more offerings you make, the more seeds you've planted. The more seeds you plant, the more abundant your harvest will be." I agree with Michael and I believe if we plant seeds, at some point all seeds germinate. This means by letting your clients know about the services and products we offer, at some point they will have these services, purchase products, or gift these to someone else.

 

Check back next week for part two. You'll see how to take your salon tours to the next level and how to give clients The Grand Tour. One more way to make you stand out above the rest and become the BEST!

 

— Jill

Keywords:   customer service     Jill Wilson  

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