Expert advice for fantastic front-of-house service
Published
10th Feb 2013
by rachael
Tommy's Hair Company in Ruthin, North Wales, took home the award for Front of House Team
of the Year at HJ's 2012 British Hairdressing Business Awards - a just reward for the dedication the company shows to this area of client care.
Esther van der Veken, co-owner of Tommy's, talks front-line client care with Matthew Batham.
How would you describe your approach to front of house?
Modern thinking with traditional values. We are forward-thinking in the way we research and strive for ways to consistently improve our complete service and tailor-make visits for our guests, while maintaining a credo that strives to provide a friendly and relaxed atmosphere, with a professional touch. Everything we do is done to ensure our guests enjoy the Tommy's experience on every visit.
What are the basic principles you stick to in every salon when it comes to front of house?
We have what we call CORE duties - communication, organisation, record and execute.
Communication - with guests, staff, suppliers and the local community to keep ourselves involved and open to suggestions and growth.
Organisation - the front of house teams work closely with stylists, developing systems and processes to help the salon floor run smoothly and efficiently.
Record - the front of house teams record stylists' hair plans with their guests, personal events, likes and dislikes to help mould each guest's appointment to their individual requirements.
Execute - The GEMs (guest experience managers) are responsible for executing the time they have planned for the salon in the appointment book every day.
What do you look for in front of house staff?
We look for an emphatic nature, that when combined with our training and development results in someone who can manage the day-to-day hurdles of running a busy salon floor, while maintaining customer care excellence at the forefront of their every action.
What training do you offer the front of house team?
Currently, one of our GEMs has enrolled on a course in frontline management to help extend their existing skills for development into a superior role in the near future. The company offers a high level of personal coaching designed for each position and a structured training programme covering all facets of customer care. Each member of the front of house and salon team's receives on-going training to help further develop abilities, soft skills, personal goals and ambitions.
Why is it important to invest in the front-of-house team?
Your front of house teams are the windows that guests look into your salon through. They are the first and last point of contact for salon guests, whether it be the welcome at reception, assisting guests over the phone, or sending out emails and other communications. Invest time looking for the right people to fit into your front of house team, and the salon, and ultimately your business will reap
the rewards.
