Many people think that the most important employees in a salon are the stylists, but that’s not entirely true. In fact, the individual or team running the front desk play a huge role, both in winning new business and in keeping repeat clients coming back. They can also be instrumental in increasing average spend and boosting retail sales, both of which improve your bottom line. Is your receptionist performing at his or her best? The salon receptionist duties checklist below should help ensure that your front desk agents are maximizing revenue at every possible turn.
Salon Receptionist Duties Checklist
Smile and greet clients warmly.
This includes answering incoming calls as well as handling walk-ins and appointments. For phone greetings, you may wish to refer to receptionist script samples and use them as a framework to create your own. Whatever you do, don’t take shortcuts in this area. Remember – this is your biggest opportunity to make a strong, positive first impression, which is why it tops the salon receptionist duties checklist.
Never leave clients standing at the front desk.
Being a receptionist at a busy salon often means juggling several tasks at once. One of the most important rules on your salon receptionist duties checklist should be making in-person clients a top priority. If the phone is ringing and there is a client standing at the front desk, let the call go to voicemail. You can return calls once you’ve taken care of the on-site client’s needs.
Acknowledge every client.
Regardless of whether you are currently assisting another client, at the moment another walks in you should acknowledge them immediately. This should be strongly emphasized on your salon receptionist duties checklist. Eye contact, a friendly smile, a simple nod and a quick, “I’ll be right with you,” will make incoming clients feel welcome and at ease.
Exhibit positive body language.
The receptionist is the first and last individual that will interact with a salon client. You want that experience to be as positive as possible. That’s why body language is so important. Keep your head up and remember to smile. Make eye contact with clients and show genuine interest and sincerity. Keep arms open.
Use the right tone of voice.
When it comes to a solid front desk experience, the tone of voice used by the receptionist is just as important as the words being spoken. You want the person answering your phones to sound cheerful, enthusiastic and helpful, regardless of the attitude of the caller. In fact, this is why most receptionist script samples often include a reminder to smile at the very top of the list.
Make things personal.
Using a client’s name when speaking with them can make the experience a much more personal and therefore memorable one. Just be careful not to overdo it, otherwise it might have the opposite effect. Incorporating the name into the start and close of any interaction should suffice.
Always be polite.
It may seem like a no-brainer, but using good manners is so important that it’s worth reiterating as part of your salon receptionist duties checklist. Saying please and thank you and being kind and polite to callers and in-person clients can positively impact how they respond, which can make the job of the receptionist much less stressful. In other words, everybody wins.
Always focus on CAN.
Rather than telling clients what you cannot do for them, focus on what you CAN do. This keeps things more positive and provides a much better client experience. For instance, instead of saying “I’m sorry, Sue doesn’t work on Thursdays,” say something like, “Sue is available on Tuesday the 10th at 1pm or Wednesday the 11th at 10am.” The client will be accommodated and the schedule will stay booked.
Be efficient with booking.
Stylists need occasional breaks during the day, but a 15 or 20 minute gap in between every appointment means wasted time and lost revenue. The receptionist should be astute at managing a busy schedule to ensure that appointments are booked as close together as the stylist prefers. This may require gently persuading clients to take appointments in earlier increments, but it’s essential to keeping the salon profitable.
Close on a positive note.
Last, but certainly not least on the salon receptionist duties checklist is the close. This process should involve much more than just accepting payment and moving on. It’s also a great opportunity to increase spend and improve the chance of repeat business. Taking a moment to complement the client, making relevant product recommendations and offering to forward-book their next appointment can help keep your salon operating at peak performance while solidifying the relationships you’re building with clients.
When it comes to running a profitable salon, the front desk plays a pivotal role. The salon receptionist duties checklist above should help keep everyone on the same page, improve the client experience and position your salon for sustainable success going forward. sfdsgf
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