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By, Kristi Valenzuela

Today we are going to focus on how to be your best at the front desk by learning how to:

GREET YOUR GUEST WITH GREATNESS!

This is actually part of our 4-Step Check In that we talk about with Summit Salon Business Center.

If you’ve been to any of our workshops- you’ve seen this before!

You can see that the 4-step check in is:

* Welcome the guest

* Offer Retail Specials

* Let the guest know what specials you are offering at that time! Point our your sales and current deals.

* Offer Additional Services

* If you know that there is time for them to get a blowdry or receive a manicure in the spa area then go ahead and make those recommendations.

* Browse

* Instead of telling them to “take a seat,” it is better to encourage them to “shop around.”

 

I want to really give us some effort inside of Step #1 – The Welcome!

Why is this so important?

We can all agree that that check-in process is one of those first steps that we get the chance to make it or break it inside of our first impression. And we need to step it up inside of our salon industry.

We need to WELCOME WITH PURPOSE AND ON PURPOSE.

We want this Welcome to be BIGGER and BETTER than your competition.

How? It needs to sound different!

You need to OUTSHINE and OUTPLAY your competition – because it’s a game of survivor out there!

N – New

B – Better

B – Bigger

D – Different

Our competition is very lackluster inside of greeting salon guests. Many salons simply have their front desk look up and say, “Hi, who are you here to see today? Great! Have a seat.” Now, we call that the 2-step check in and that is NOT what we teach at Summit Salon Business Center. We give you more scripting behind the check-in.

With the welcome there are TWO different kinds of people you’re going to be welcoming. The REPEAT client and the NEW client. The greeting is going to sound slightly different depending on who it is.

 

GREET WITH GREATNESS AT THE FRONT DESK

Flash a nice big authentic smile and make eye contact. Look like you REALLY enjoy where you are working!

Even if you’re on the phone making an appointment– be sure that as soon as you hear the door open you look up and give them a smile, eye contact and a nod. If you don’t do this, then people perceive that you’re being rude or that they’re being ignored.

Repeat Guest Script Guide

* Please don’t say:

* “Hi, who are you here to see?”

* Good:

* “Welcome back to Salon XYZ! It is great to see you again!”

* Better:

* If you know their name, say their name. EVERYONE loves to hear their own name:

* “Welcome back Jessica to Salon XYZ! It is great to see you again!”

* Best:

* Add in details about their appointment and excitement!

* If you don’t know who they are seeing for their appointment because they see multiple people:

* “Who are you seeing today?” (She is seeing Sam.) Reply with: “Okay, great! I know Sam is looking forward to seeing you today.” or “Sam is excited about your haircut and color today!“