Sure its nice to have someone at the front desk to check the clients in when they arrive, check them out when they leave and answer the phone but if thats all your front desk staff are doing you are losing an enormous amount of potential. Too often front desk staff are not given any accountability to the salons growth and profit yet they are the ones who have all the access when connecting to client.
Whether the client is calling the salon to schedule an appointment, make an inquiry or walking through the front door your front desk is the link to that person remaining a prospect or becoming a paying client. They too need to be given goals to achieve and the tools to succeed if they are to become the business building center of your salon. Here are some things to consider:
Provide them with sales strategies to use when scheduling clients
When your front desk person has the client on the phone it is the perfect time to tell them about the specials your salon is having. Whether its an in salon promotion or bundle package that compliments the service they are scheduling, it is a golden opportunity to create additional sales.
Use power scripts that turn inquiries into clients
Without knowing how, many opportunities can be lost simply by lack of communication. Have you ever been there when the telephone rings with a client asking for the salon prices only to hear your front desk person tell them the cost and bid them farewell? Just by asking a few simple questions you can turn the inquiries into an appointment. To do this, provide a script for your front desk with the questions to get clients talking. Then all they have to do is provide the solution.
Generate additional sales daily
Teach your front desk staff to view the appointment book as their daily goal sheet. Their one and only mission each day is to fill up every available hour the salon has for sale. This means that gaps between appointments are opportunities for additional services and blocks of time are seen as potential revenue. When they view the appointment scheduler this way, it helps them to understand that time is money and each hour not filled in the salon is lost revenues.
Give them the tools and resources
To accomplish all of the above you will need to arm your front desk with the authority to implement the salon marketing strategies, have complete access to the client data base, clear guidelines on your company policies and an understanding of the service procedures.
Cheryl Roose
CEO, Salon Operating System
Contributor, SalonBlabbermouth
Whether the client is calling the salon to schedule an appointment, make an inquiry or walking through the front door your front desk is the link to that person remaining a prospect or becoming a paying client. They too need to be given goals to achieve and the tools to succeed if they are to become the business building center of your salon. Here are some things to consider:
Provide them with sales strategies to use when scheduling clients
When your front desk person has the client on the phone it is the perfect time to tell them about the specials your salon is having. Whether its an in salon promotion or bundle package that compliments the service they are scheduling, it is a golden opportunity to create additional sales.
Use power scripts that turn inquiries into clients
Without knowing how, many opportunities can be lost simply by lack of communication. Have you ever been there when the telephone rings with a client asking for the salon prices only to hear your front desk person tell them the cost and bid them farewell? Just by asking a few simple questions you can turn the inquiries into an appointment. To do this, provide a script for your front desk with the questions to get clients talking. Then all they have to do is provide the solution.
Generate additional sales daily
Teach your front desk staff to view the appointment book as their daily goal sheet. Their one and only mission each day is to fill up every available hour the salon has for sale. This means that gaps between appointments are opportunities for additional services and blocks of time are seen as potential revenue. When they view the appointment scheduler this way, it helps them to understand that time is money and each hour not filled in the salon is lost revenues.
Give them the tools and resources
To accomplish all of the above you will need to arm your front desk with the authority to implement the salon marketing strategies, have complete access to the client data base, clear guidelines on your company policies and an understanding of the service procedures.
Cheryl Roose
CEO, Salon Operating System
Contributor, SalonBlabbermouth
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