Remember the last time you recieved out of this world customer service from a beauty therapist? No, neither do I!
Is it the industry, the millennial staff we hire or the technological life we live? When did customer service die? Is it simply that difficult to introduce yourself to your client with a hand shake and a smile?
In an industry where majority of the time our clients clothes are more off than on, it makes sence that we should make our clients feel comfortable before taking them into the treatment room Unfortunately therapists are greeting their clients from behind a desk with a glance up from the computer and a quick ‘ill be with you in a sec’, which progresses into leading the client into the treatment room like a puppy on a leash, exactly when the treatment time starts.
Reality is that first impressions are made within seven seconds of meeting a client and 45% of that impression are the words you say and how you say them also known as your tone of voice. For a therapist who uses their hands as their tools to provide a treatment, almost half of the initial meet and greet determins if the client likes you as a therapist or not!
Providing open body language is a sure way to impress your client during the first greeting. Standing upon a client entering the business is a great way to show you are attentive and their business is important. Smiling whilst they approach is the most simple way to say ‘we care about our clients and their time’. Ask clients for their full name, direct them to the waiting area and advice of any wait times if the day is running a little behind.
The easiest way to gain a great first impression is the presentation of the therapist. A slick up do, a polished application of natural day make up to enhance glowing skin, an ironed uniform together with name badge and a basic manicure, can do wonders for clients confidence before their treatment.
The therapist that comes to collect their client with ‘Sunday’ hair in a quick bun, heavy make up and over filled lashes, claw like false nails and an unironed uniform says little about the business and alot about the therapist. This impression often leaves the client thinking ‘I wish I had the therapist who collected the client next to me’.
During treatment choose topics of conversation that compliment the business and always stick with values the business upholds. Conversation starters such as the clients treatment program, product routines, educational information and pro-tips for use of products in other ways the client may not know can be great ways to add value to the current service of the client.(eg. during these Winter months I have been adding in a face oil to my moisturiser for added nourishment, I can show you after your treatment today if that sounds good!)
Be sure during the interviewing process you are calling out presentation and customer service standards to set the tone of your business and emphasise on the level of therapist you employ.
Don’t be afraid to employ the one minute manager and speak to therapists who are falling below parr on your standards.