How To Get The Most Out Of Your Front Desk

The Front Desk is your client's first and last impression of the salon

. They handle all interaction with the client outside of the actual service, and are directly responsible for making sure that each client is happy upon parting. Their job is by no means limited to checking clients in and out--they support the entire staff.

An effective Front Desk can greatly increase revenue in both the service and retail departments. Consequently, a fruitless Front Desk can have adverse results. Be sure that you are taking the proper steps to get the most out of your Front Desk!

1. Hiring: While it is important to curb overhead costs, keep in mind that especially in cases of hiring, you get what you pay for. Minimum wage often garners minimum effort, and the Front Desk is the last place you should be skimping. Consider the caliber of the employee that you want to hire, and know that that individual comes at a price.

2. Training: It is often the case the Front Desk employees are hired in a quick effort to replace someone else. It is essential to properly train your Front Desk prior to throwing them into the "lion's den". Avoid train-as-you-go methods, and utilize scripts and guidelines for all responsibilities. Keep in mind that they cannot properly perform their job if they are not properly trained.

3. Customer Service: The right attitude is vital. Be sure that your Front Desk understands how important customer service is within the industry. People can go anywhere for their services, but they offer you their patronage as a direct result of their overall experience. Let the Front Desk know that each client truly is the purpose of their work, and to treat them accordingly.

4. Sales: Consider the Front Desk your sales force for service and retail dollars. From up-selling to pre-booking, they can greatly increase your revenue by simply offering you clients a little something extra. Additionally, properly educating your Front Desk on all retail products can give them the confidence to help push product sales. Have them attend product knowledge classes to make sure that they are well informed enough to suggest and recommend products to clients.

5. Ongoing Coaching: Stylists get stagnant without constant motivation, so consider the same for your Front Desk. Continually educate them on every aspect of your salon, and let them know how important they are to your salon's overall success.

by: Bert Carder

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