Business Management

The Ins & Outs Of Front Desk Etiquette

“We have always been frustrated by the fact that the front desk lacked integration into the salon team, both psychologically and in terms of profitability,” say salon management consultants Randy Kunkel and Kitty Victor. In response, the two former salon owners developed The Summit Salon Front Desk System to teach salon owners and managers to turn the front desk into a profitable and valued part of the salon. Here are their tips on handling clients’ comings and goings:

Guest Arrival:

Stand up. When somebody comes to your home, do you remain seated on the sofa? The same standards apply to the salon. Front desk support team members should rise to greet clients.

Check in. First affirm the client’s appointment. (“You’re here for a pedicure with Diana?”) Then inform her of the status of her service. If the tech is running behind schedule, let her know, and for how long. “Nothing is more frustrating than waiting without knowing how long you have to wait,” says Victor.

Acquire or update personal data. For new clients, input addresses, phone numbers, and e-mail addresses into the computer. If the client is returning, confirm that none of her data has changed.

Hang up her coat and offer her refreshments. It’s the extras that make a salon visit memorable. Offer to hang up her coat or jacket, just like they do in first-class on a plane. Then offer her refreshments.

Tour the salon/spa. If she is new to the salon, make her feel comfortable by offering a complete tour. As you do, tell her about your salon’s activities and philosophies. If the salon has changed in any way, conduct a tour for returning guests too.

Offer additional opportunities. Is there an opening for a massage or makeup consultation on the books? Offer these services as guests check in. “I want to let you know that Susan had a cancellation today and I could slot you in with her for a brow wax. Would you like to try that today?”

Guest Departure:

Inquire about the service. Double check to make sure the guest is completely satisfied and enjoyed her salon experience.

Re-book her next appointment. You are doing this for the guest’s convenience. Say “Cathy gets booked up so quickly, let’s reserve time on her schedule so you’re sure to get in at a convenient time.”

Discuss home care. Continue the client’s service and assist the tech by recommending the right home care products. Explain that her tech has asked you to go over the products she will need to maintain her service.

Talk about gift certificates. Gift certificates are excellent time-savers for busy people. Say, “Is there any special occasion coming up that you would need a gift certificate for?” You will be surprised at how many grateful clients will take advantage of this opportunity.

Take the money. This is the final step and should not be done until completing the other steps.

For more information on the Summit Salon Front Desk System, call (800) 718-5949 or (763) 478-9787 or e-mail [email protected]

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