8 top tips for wowing the client on arrival

From the moment the client steps off the street and into the salon, she has high expectations of a truly great experience, says Carole Taylor of ClientWave. Every step of the client journey - and perhaps no more so than those first few steps into reception - should give a fantastic feel-good factor that is memorable and keeps the client coming back for more. Here are some top tips on wowing the client on arrival. 1. Consider Kerb Appeal Take a critical look at the outside of the salon. Does it showcase your brand values and salon standards? Have a checklist to monitor the details, such as fingerprints on the door, dust on window displays and current seasonal calls to action. 2. Avoid the Crowd Consider a zero-tolerance policy of more than one person behind the desk at any one time, unless two activities need to be performed. It can be both intimating and confusing for a client when a sea of faces are gazing at them when they arrive for an appointment or to make an enquiry. 3. Welcome the Client Welcome new clients to the salon and greet regulars as if they were old friends. Stand and smile as soon as clients walk in. Treat every client as if they were the most important person ever to come to the salon. 4. Eliminate the Old School Asking the question, "have you got an appointment?" is a pet hate for many clients. The question is out-dated, unfriendly and irrelevant. It also implies that if you don’t have an appointment, then we can’t help you. In many cases this is simply an old habit that should be avoided at all costs. 5. Think About Body Language Positive body language goes a long way to making clients feel comfortable and at ease. Make good eye contact with everyone. Be upright and cheerful and, as soon as possible, come from behind the desk to engage personally with the client. 6. Be a Good Host This means being attentive and mindful of the feel-good factor of every client for the duration of the time they spend in reception. Offer drinks and magazines, keep them informed if they have to wait for their stylist and engage them in relevant conversation about their appointment. 7. Consistency is Key Offer every client the same high level of attention and consideration. There is nothing worse for a client’s feel good factor than seeing another client being offered a magazine, WiFi code or drinks menu if she hasn't been offered the same. 8. Think About What the Brand Promises the Client Every member of the team needs to know, and be in-tune with, what the brand promises the client. They need to be aware of the need to deliver on the brand at all times in order to give every client, at every visit, a wow factor arrival at reception. Carole leads ClientWave’s team of industry experts offering a broad range of salon education and online marketing services.