Cultivating Team Synergy
This past weekend in Raleigh, North Carolina, I had the opportunity to talk to more than 100 salon owners and distributor sales consultants about common challenges that salons face concerning the front desk. After the presentation, I was approached by a salon owner with this question: "Why won't my front desk staff sell retail?" I thought about it a minute and replied, "Do the service providers tell the front desk which products were recommended during the service?" It was like a lightbulb went off in her head. "Well, not that I know of..."
A Front Desk Dream Come True
Have you ever wished your front desk team would try harder to upgrade the client's phone appointment by making additional service offerings? Do you find yourself wondering how they could miss great opportunities to offer gift cards or wishing they were more focused on closing the retail sale?
From the Inside Out
At ISSE last month, we introduced a marketing workshop called, "Grow Your Business from the Inside Out." There's been a lot of interest around this subject, and we will carry it in these blogs for awhile.
by Bart Foreman
Salon Client Retention, Loyalty Stats
Client retention can be a slippery slope, and it’s hard to know how you’re doing when everyone measures it differently. We dug deep into the loyalty stats with these five owners.
Creating Team Synergy
"Have you met the new front desk girl?" says Stylist #1. "Seriously? Another new person at the front desk? This just means more mistakes in my book," responds Sylist #2. Then Stylist #3 adds, "I don't understand what's so hard about working the front desk!"
The Importance of Effective Front Desk Training
Have you ever hired a front desk team member and sometime within the first week, she goes to lunch and never comes back? You can laugh, but it happens...more than you think! Since we've heard the song of frustration more than a dozen times from salon owners, we decided we needed to take a closer look at why seemingly 'good people' turn up on the Missing Persons Report midway through their first week of joining the team.
Keep Your Free Consumer Magazines Coming!
What would your clients do if they came in for their appointment and found no magazines in waiting area? What if there was no reading material to entertain them as their color processed?Publishers have been sending complimentary consumer ...
by Stacey Soble
How to Recruit for the Front Desk
If the front desk is the first impression, the last impression, and often the LASTING impression of the salon, salon owners need to get focused, get organized and get prepared for the recruiting and interview process.
The Revolving Front Desk
We've all heard the saying, "Don't sweat the small stuff." Sometimes, I think we sweat the small stuff because we don't know there is a bigger problem lurking right over our heads! Every day salon owners are frustrated with the cash drawer being off at day end by $5 to $20. I realize this feels like lost money and can be disappointing, but did you know that you could be missing thousands of dollars every month by not having a properly scripted front desk sales team?
KMS California launches customer-service webisodes
KMS California has launched a new series of educational webisodes called “Customizing the Client Experience.”
A Week of Opportunities
 (Front desk of Republic Salon in GA, a winner in the 2008 SOTY competition)When it comes to growing your salon business, the front desk can be biggest driver of success. “And, if a salon empowers these ...
by Stacey Soble
The Dress Dilemma: Customer Service in Action
We have all heard stories of Nordstrom's legendary customer service. After shopping for a cocktail dress for Cosmoprof North America, I got to witness that stellar service in action.
by Stacey Soble
Are You Keeping your Promise to the Customer?
Follow the four strategies that ensure your brand keeps its promise to your customers.
by Neil Ducoff
Salon Today 200: CUSTOMER SERVICE
A genuine smile, a light refreshment, an invigorating scalp massage--in the new economy, going above and beyond is the new customer-service, standard. These ST200 honorees...