Back2myroots : A place to share thoughts and grow idea’s. B2MR.
The Reception area. The hub of the salon. The retail centre:
We only get one chance to make a first impression both at the front reception or as being a stylists. but before that can interaction takes place the very first area that sets the scene is the reception. The design. the chairs, the reception has to look stunning professional welcoming.
The very first person who makes an impression is the receptionist. How much importance to you put on the key position. A position that takes so much skill to juggle. To organise. To solve problems. To be caring yet efficient.
They have to have a good phone manner. Amazing people skills patients. Good at selling with product knowledge. know how to mange an appointment book. Deal with the issues stylist have over booking keep good records balances the books. Deal with sales people. What is this worth to you to your business ?
The Image of the the salon, decor, cleanliness appeal. Just as important the appearance and the attitude of the receptionist.Their communication skills the service they offer all so very important for both salon success and client retention.They are the first and indeed last person a client has any interaction with in the salon. They have to make that experience that memory count. Make that client feel wanted and important using their skills to have the client re book that next appointment. Help them with and recommend retail products.
Does all of this happen in your salon? Do you listen to the receptionist about client and indeed staff issues?
The receptionist has a unique position in the salon she or he holds and controls power! Power of the booking they can make or break a stylist if they so chose. My advise to a stylist never upset your receptionist. Always accommodate them if there is an appointment issue or a late comer who needs help it will stand you in very good stead in the long run. They have to be committed and very trust worthy often the last to leave and in many cases open up.
They must be a team player and leader and have a great understanding of the dynamics that is the salon from working with a manger and or owner to communicating with clients and staff and innovator and collaborator. The one who keeps the machine that is the salon running smoothly. Does your receptionist have all these skills? How often do you think about the role they play? Are they well enough rewarded?
Service goes beyond just what we the stylists do offer and create. Service is what the whole salon offers from the moment a client becomes part of the salon. It does not stop after the service has been preformed it only stops when a client leaves never to return!!!
Listen to your receptionist when it comes to retail purchases. The amount of stock to carry, what product lines are selling well.What are clients asking for? What clients might be saying about products or pricing.
All key information. Maybe even concerns that are being raised about staff members. Service ability. Those getting requested, those maybe being avoided. All need to know information.
Above: To the right the chaos a receptionist over see’s!!