We need to take personal accountability and hold each other accountable. We have so much to be proud of here and we all need to band together as a team and start working back toward that.
Let’s not forget the main reason we are here every day. The guest! Without them you are not getting paid. Treat them well and they will be back and refer their friends.
REBOOKING!!! This MUST be done at the front desk! It is nearly impossible to track how we are loosing clients without a path to follow starting with rebooking. But we have to have a path of accountability.
Salon image – When the client comes in or calls for the first time they need to be wowed. We must go above and beyond in all we do. This is a service business there are literally hundreds of salons they can choose… Why choose us?
We need to be clean, attentive and flawless on our execution. NEVER FORGET a bad review reflects on all of us.
Cleaning and putting stuff back where it comes from ! Everything has a home for a reason put it back. Clean up after yourself, wipe the bowl before you walk away, if you’re in the bathroom and there are paper towels on the floor pick it up, sink is dirty wipe out ect… Clean your area every day before you go, it takes just a second to do- Leave Nothing out, make sure your bowls are clean product is fronted. TAKE PRIDE
The biggest reason we loose both new clients and existing clients…. NOT GIVING THEM WHAT THEY ASK FOR! People trade their time at a job for money and they don’t want to waste it! Whether new or old ask them questions before you start and listen! People do make changes sometimes seasons and relationships etc… dont have things get old and boring. Hairstylist makes you a partial therapist!
Consultation means listen to your client. Ask better questions. A bad review affects all of us equally and can always be prevented. Make sure you are clear and concise on prices and what they will be receiving. When people bitch about price it is because they feel they haven’t received a value for their money and that should never be the case here.
Styling – take the time to explain what you’re using, doing and why. Not being able to achieve the look when they get home is frustrating after spending good money. And can lead to them thinking its something you did and end with a lost guest.
Before you run off to your next client or the breakroom when they process, let them know about the referral program and make out 2 cards for them.
When you’re finishing the client, right before you hand them off to the desk TELL the client and the front desk when they are to come back. 4 6 8 10 12 whatever it may be and lets get them rescheduled!
So REBOOK! REBOOK is crucial! People are lazy and if we don’t reebok them they will call 8 weeks from now want to come not get it and loose their mind, and we will loose that guest! So when you are walking up to drop them off to the desk we need to tell them how many weeks and book them then!
Inventory – Do we all understand how back bar works? We are still having back bar issues.