12 tricks from amazing receptions to steal for your salon

The reception is the focal point of the salon and the receptionist is the one person who is going to speak to every single client that visits the salon. Amazing receptions can make or break a salon experience. So here’s how you can make sure yours is noticed for all of the right reasons. Location, location, location The reception desk should be the most obvious area in a salon, which usually means by the entrance. It’s useful if the receptionist can see the whole salon to cast an eye over what’s going on and pick up on any clients who are less satisfied than they should be. Don’t have more too many people behind the desk Depending on the size of your salon, you will probably want a maximum of two people behind the desk at any one time. If you have more than two people behind the desk, clients can be intimidated. You want your receptionist to be popular and likeable, but that’s not to say the reception desk should be a magnet to the rest of the team and under no circumstance should your stylists or assistants be hanging about behind the desk. Keep the reception area clean and tidy The reception desk should be the first place people go when they arrive at the salon and the last when they leave, so you’ll want to make a great impression. A clean clutter-free desk, ideally with fresh flowers or candles, will make an impact. The area surrounding the reception desk needs a selection of current magazines and comfortable seating. Make your receptionist an expert in the over the phone consultation The first point of contact a client will have with your salon is likely to be over the phone, so the receptionist needs to make an impression. Ask the right questions to understand the client’s needs and how long an appointment time to book. This is the first opportunity to up-sell if the client doesn’t mention colour. Have a match maker on the team The receptionist needs to know every team member’s personality and understand their strengths and weaknesses. Then when a new client wants to book an appointment, she’ll be able to take into account the cues she’s picked up over the phone and match her up to a stylist they’ll be suited to. Ensure they look the part A good receptionist should be well turned out with good make-up, chip free nails and, of course perfectly coiffed hair - preferably that they change up regularly. Make sure everyone has great product knowledge The receptionist needs to know all of the products you sell, when to use them, what hair types they suit and how much they will cost. Ideally, the stylist will be making the recommendations during the appointments, but sometimes a client might be more comfortable asking the receptionist when they are paying their bill. Teach them to study body language One of the reasons it is a good idea for the reception desk to overlook the salon is so the receptionist can look out for the reaction of clients. If they don’t seem as happy at the end of the appointment, a good receptionist will notice it and give the client ring a little later to check everything was ok and deal with any issues. Hone their performance skills Great receptionists have great personalities. They are charming and make clients feel like they are the most important person in the salon. A smile and calm exterior are the most valuable attributes a receptionist can have. On the days they aren’t feeling it – and there will be some – they’ll need to be able to put on a performance and that means a jolly telephone greeting and their normal banter. Make sure they’re proactive First and foremost, the receptionist is there to ensure appointments are booked properly and that the stylists’ schedule runs smoothly. A good receptionist will notice the days when a stylist is running behind and see what they can do to alleviate the problem. If someone is sick, they’ll have already come up with a strategy for re-scheduling that day’s appointments. Always take plenty of notes Knowing a client’s name and face is what makes them feel special and keeps them coming back. If this doesn’t come naturally to your receptionist they’ll need to develop a strategy to remember clients’ details. Taking notes about any conversations, especially mentions of children, holidays or nights out, will give them material to bring up on future visits and leave the client feeling valued. Leave the stresses and strains of their lives at home It’s only natural that people will have ups and downs. A brilliant receptionist knows that her role is to keep the client relaxed and happy and that means leaving the worries of their life at the salon door.