First impressions last - your customer service guide

When a customer makes their first visit to a new salon, every minor detail is subject to scrutiny. It is a key importance to live up to customer expectations and first impressions play a significant role in future relations. How can we ensure that these first impressions are positive? When visiting a new salon for the first time, customers make note of everything "at first glance". This is why it is important for everything they see and hear to encourage a positive atmosphere. An uplifting environment helps to build a lasting connection with clients and influence them to make a return visit. If you succeed in showing your salon in a good light, then you have effectively created a permanent bond built on trust. To make this task easier for you, the Booksy system automatically adds first-timers to First Visit group, which will remind you to provide this customer with exceptional care.

What should the first visit be like?

The welcome

This is your first direct contact with the customer, and also the moment when the customer makes a preliminary assessment of your salon: its interior, employees - basically everything which can be heard or seen. Every detail the customer has contact with should be your calling card. The employee should introduce himself or herself,  be friendly and professional.

The introduction

Provide the customer with an introduction to your salon, the types of services you offer and what they can expect, remember to:

• Show the client around. Give them a short tour so that they know where things are. Show the client where to hang their coat, where the treatment rooms, bathroom and waiting area are located.
• Inform the client when they will be seen to. If the client's service has been delayed, inform them about the waiting time and explain the setback (this does not apply to the situation where the client arrives too early). Alternatively, invite them to take a seat or to follow you to the appropriate treatment room.
• Offer them a drink. It is a simple, but very significant gesture. You can offer the client a drink when taking them to the waiting area or if the visit begins immediately, at the moment of starting the service.

Needs analysis

Before you commence the service, perform a short consultation with the client. This will allow you to understand the client’s needs better and assure them that their satisfaction is important to you. For added safety, ask the client about potential allergies (and remember to later make a note of them in their Booksy customer record).

Consultation of results

On the completion of the service, ask the customer for their opinion. If the results can be seen or felt immediately, make sure that they meet the client’s expectations. At this stage, it is worthwhile to inform the client when the optimum time would be to repeat the treatment in order to maintain the results.

Finalising the visit

When inviting the customer to the till to make the payment, remember to:

• offer to book the next visit,
• hand the client your full service list with prices so the client can easily find out what services they can take advantage of, without having to specially look for them,
• inform the client about the online booking system which will enable them to easily book a repeat visit.

When performing tasks linked to customer service - both during the first and future visits - it is important to remember that every small detail is of great significance. Even the smallest positive gesture which points to your interest in the comfort and satisfaction of your clients plays a key role in the provision of excellent customer service. This is how you prove your professionalism and earn your customers’ trust. Your quest for perfection will be made much more straightforward with the use of reliable Booksy tools. Try them now - click the button bellow and start using it for free.