Training Your Salon’s Receptionists: 5 Powerful Tips

• May 20, 2018

Imagine walking into a salon, only to meet a monotonous receptionist that doesn’t even get up to greet you. She’s on her phone and you’re left to stand there, confused and feeling awkward.

Where do you go to find out about the services? Where is the manager? Should you leave?

Dozens of questions pop into your mind. But one thing is certain: you’re never coming back.

Not only was the behavior of the receptionist rude, it was unwelcoming.

However, if the receptionist had been courteous, polite, and professional, you would’ve come back to avail the services of the salon. This is because receptionists are like the brand ambassadors of beauty salons.

They are the face of your brand. When clients come in, they’re first greeted by your receptionist.

However, the attitude of receptionist determines the success of your salon. It’s imperative to hire someone courteous and professional. Here are 5 powerful tips to train your receptionist in the art of customer service:

1. Don’t Abandon Clients at the Front Desk

Answering the phone is important but leaving a client standing in front of the front desk is simply unacceptable. This should be avoided in any case. Educate your receptionist about engaging with clients who are in the salon vs. clients who are on the phone.

Let the call go to voicemail. Call back the client after you’re done with the previous one.

2. Don’t Ignore Clients When Busy

So, how do you handle a situation where the receptionist is busy with a client, and another one walks in? It’s simple; she should acknowledge their existence, greet them, and ask them to take a seat.

Once they are seated, offer them a magazine and ask them if they would like a snack.

3. Don’t Discuss Other Clients

Never ever talk about a client in front of another one. Don’t say something like, “XYZ said this,” or, “I just wanted to kick her out!”

This will leave a negative impression on your clients. Will you talk about them as well behind their backs? They will question this. Avoid any kind of discussion related to other clients. You never know who’s acquainted with whom.

Make it a rule that no staff member will indulge in gossiping. This can jeopardize your salon’s image.

4. Positive Body Image

Your receptionist should always be smiling and cheerful when a customer comes in. If she looks bored, she can drive away potential clients.

Maintenance of eye contact is necessary as well, to show that she is interested in what the clients have to say. Dressing appropriately, being presentable, and polite speech are mandatory.

5. “Please” and “Thank You”

Please and thank you go a long way when it comes to building a relationship with clients. Make sure that your receptionist always uses these two words. When a client is leaving, they should see them off with, “Thank you for coming. Please come again!”

These are just a few things to keep in mind when educating your receptionist in the art of communication.

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