“The important thing is that the client feels ‘known,’ and while you can’t know hundreds of clients, they can think you do,” says Renaud. “It’s all about what we can do to serve her today, and that equates to a higher ticket.”
Not only is mobility adding to a higher ticket, it’s lessoning the workload on the staff by distributing the process. Alternatively, a salon can even post a tablet on the wall in the reception area, inviting guests to check themselves in, add products to their ticket or book their next appointment, eliminating lines and unanswered calls at the front desk.
“It also eliminates those paper product prescriptions,” says Renaud. “I believe we’re getting it all wrong in terms of trying to force technicians to sell—it’s not in their DNA. But give them a mobile device or put some iPads on the wall in the cutting area, and they can key in product recommendations the front desk can follow through with at checkout. You’ll see your retail numbers go up.”
At Salon Ziba in New York, the front desk and floor managers have been using an iPad for the past two months to help check in guests and add products and services to a client’s ticket. “We’ve also found it really useful to help us gather information on a client,” says Olivier Pezeron, salon manager. “We simply hand the iPad to the guest and ask them to enter in their own information so they can receive our e-mail newsletter and appointment confirmations. They enjoy the iPad as a tool and feel more secure about where their information is going.”