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Hair salon Sales and Reception

Back2myroots : A place to share thoughts and grow idea’s. B2MR

Hair salon sales

Reception

The hair salon. The salon spa. who is the first person you get to interact with? It’s seldom the owner.It’s not your hair stylist. From that first salon phone call to that walk in to make an appointment in your local salon or spa its the Receptionist who you first meet . The one who makes that first salon and spa impression.

We have touched on in last few postings. Salon owner  and the new stylist . Marketing. Salon sales, pricing Discounting. Service. Consultation and communication all so key for salon success. We have to look at brand and salon culture. Image, identity what makes for that dream team and how do we develop it? For success is for all to succeed together. Front of house.

The reception. A good receptionist has an ear to the ground a finger on all that is going on in the salon .For an owner she can be your eyes and ears. She gets to know what clients wants and needs are, Gets to hear staff  thoughts and views. Sets the tone and energy of the salon on any given day. The Conductor or the orchestra that is the salon team !

The Reception area. The hub of the salon. The retail centre: the first and last interaction with the salon it’s brand it’s image it’s staff and team. We only get one chance to make a first impression both as stylists but before that can interaction takes place the very first area that sets the scene is the reception.

The very first person who makes an impression is the receptionist. How much importance do 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. To be the eyes and ears of all that goes on in the salon, If you like the conductor of the orchestra the  choreography  who oversea’s the daily routine that is the salon.

They have to have a good phone manner. Amazing people skills, communication, 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 ? Can one really put  a price on this key role ?

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. To be able to recommend products they need to be knowledgeable on all retail products .to support any recommendations made by the stylists during the consultation. The reception often deal with sales reps and distributors so they learn about new products and special offers.They can control stock flow in and out of the salon.They can also drive the ongoing program of education through in salon classes and product knowledge evenings by working with reps and manufactures. We are all in sales stylists receptionist salon owner. Why because its part of the service we deliver as a stylist its part of the consultation.

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 the first one open up. Some salons have split shifts having two receptionist working as a team covering all hours!  With so many salons now open 7 days days a week this is key.

A great receptionist 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!!!

Do you 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. The amount of retail stock carried the best deals at the best times. Also being aware of seasonal changes with regard to product demands.

All key information. Maybe even concerns that are being raised about staff members. Service ability. Those getting requested, those maybe being avoided. those who are on time and passionate motivated those who are late complain constantly creating issues. All  this information is need to know for any manager or salon owner.

To the right the chaos a receptionist over see’s!!

Quote: A good friend  whom i greatly respect for industry knowledge wrote about sales and education recently.

Regarding profit. It should be number one the world over. However increased product knowledge will lead to increased profit. The more you tell the more you sell, wise words from a famous salesman. The more you can tell your clients about a product and the benefits for them, the more they’ll buy from you’.Our reception is front and centre of this but all stylist must play there part and get over the misnomer that selling is bad or wrong. Clients need and want product knowledge they need to know that you we as stylist are educated in the products how and why they work are they safe. Both for home use but also are we versed in the professional products we use? many salons and stylist are not up to date on product knowledge much more should be done with regard to this. Apart form the reception every salon should have a coordinator who organises ongoing trainings and up dates.

Instead of offering discounts offer clients training evenings on products for home use incorporate styling evenings it’s giving back it’s an opportunity to take about and maybe sell products and teach some home styling techniques to your clients. Its all todo with Marketing. Having a vision a strategy pricing sales profitability.

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The ‘Three R’s’ 
”Reputation. Recommendation. Retention”. 
It’s not built on that constant looking for new clients it’s looking after what you have! It’s investing in your self and your business and those around you.

Conclusion

This journey, this career, is wonderful – challenging, inspiring, and yes, hard work.

Leadership
Our industry is in constant change and is sometimes criticised. For lacking vision in some areas. However there is an ever growing body of professionals. That have a firm commitment to our industry, they have a passion for change, to raise standards through education and sharing. Leadership, education and team incentives.Will over time and with commitment give any individual that ability to do exceptional work and to be more creative. Leadership and management help create an amazing work environment for all concerned. So key for success for all concerned.
Conclusion
This journey. This career, is wonderful – Challenging. Inspiring and yes can and will be hard work. but the rewards are worth all the effort.
Thank you all for letting me share some thoughts with you today.These are inspirational, passionate, industry professionals.They have a vision. These are the people I want on my bus to learn from, share with, take a journey with. Get inspired. Connect with driven motivated industry professional. challenge your self. invest in ones /your self 

Are you driver or passenger !

 There are no guarantees in life and ones career and career choice is no different thing happen and its how we deal with them that defines us. Jobs change relationships come and go the one thing that remains after training is our skill both hands on creative and the ones we learn about people and communication about caring about being a team player. Constantly developing new skills staying current is so very important.

I also think that we need to always look at the WhyAsk the question Why are we in business whats it for? OrWhy do we want to go into to business what is success? Why do I suggest this I think by asking and exploring the why we get to the motive behind why we want to be in business what is true success. Why the will also help us to understand our true values this in turn helps us to follow the path to the success we want  and desire. It will help us to surround ourselves with the right team those who share our values and vision.

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Remember. Salon success. Stylist success. Business success are all linked together it’s Team success. Its never about any destination only ever about a journey taking the right people on that journey makes it enjoyable maybe even fun!

Mike B2MR

The salon and the S word now available in book and e book format for links to purchase and reviews Click here or on the image.

 

The Salon & the ‘S’ Word

 Written by Mike Vallance

My web site is Back2myroots: B2MR feel free to check in

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