1. EMAIL FOLLOW UPS
You may be familiar with follow up emails when it comes to interviews. Follow up emails give you the opportunity to get full feedback from your client and how they felt their appointment went. This could be considered a personal connection and lets the client know how important it is for you to make sure your client was completely satisfied.
2. CREATE A WARM EXPERIENCE BY CREATING A WARM WELCOMING LOBBY
This is where the client first steps are taken when they enter your office and first impressions are very important. Set the mood for clients by either adding bright lights, using natural essential oils like lavender or blood orange which in my experience have gotten great feedback, or setting out some nice art work or flowers. Also, make sure that the front staff ALWAYS greets clients with a simple ‘Hello, how can I assist you today?’ and with a warm smile. Having an unprofessional and unwelcoming front desk can leave the client with a bad taste and you don’t really want that.
3.GETTING FEEDBACK FROM YOUR ADMIN/FRONT DESK
The admin and front desk are going to be the first to know what is going on. They are the first point of contact. For example, the clients, techs and aestheticians have open communication with them and they will be the first to be told if there is an issue. Years ago when I was working front desk, I noticed how clients would tell me the truth about their experience and not the service provider. I have always told service providers do you really think they will tell you the truth if you are about to use acid, point a laser at them or do a facial. They don’t want to bother or anger you, but they sure don’t mind telling the front desk if they didn’t like something. Don’t assume you always know what is going on. Ask your front desk for thoughts and opinions. This is one of the most important departments in your business and it will make you or break you!
4. A PROPER GREETING WHEN ANSWERING THE PHONE
A professional greeting is key when it comes to customer service. Again, the first person the client is speaking to is your front desk/admin staff. Practice a greeting with your staff, go over the proper way to place the client on hold plus the proper way to leave a voicemail and go over a protocol when they are having to multitask and be under pressure. Things can get a bit crazy in the front and expressing concern and letting them know their call is important goes a long way with the client.
As we all know being organized helps us in any situation. When your front desk is organized you avoid losing paperwork, it helps them get to things quickly and allows them to facilitate multitasking without overlapping task. Keep this area neat and well stocked to avoid any type of inconvenience when checking out clients.