In the beauty industry, Mother’s Day is synonymous with pampering, time out and relaxing.
I know you would have already taken stock of your Mother’s Day parcels and are in full swing selling vouchers and pamper packages.
So what happens after Mother’s Day? When those mums who may not ever have walked into your salon before, or any salon as it may happen, calls to redeem their voucher?
Who is going to take the call? What is going to be said to them? Will they feel excited by booking with you, or will they feel indifferent because of the impression they have received from connecting with your business.
The telephone is the first point of contact you will be having with many of your new clients coming in from Mother’s Day vouchers, so how you make them feel on that very important first contact point is priceless.
So do you have a script for dealing with new clients who are visiting for the first time from a voucher that has been purchased for them? Or will they be on the receiving end of a recorded message, which I have to say I get 95% of the time when I call salons?
The point about recorded messages is, yes they are a necessity if you can’t afford a receptionist, and do allow for people to leave a message, but some of the messages I hear are so impersonal, so matter of fact, and so uninviting it really doesn’t inspire me to leave a message at all.
Your salons reputation relies on how well you can execute that first impression to your new clients. It’s part of what I teach in the comprehensive Business 4 Beauty program that is available online now.
But just to get you thinking, here are some tips that I can share with you now to have you thinking about how well an impression you are going to make on mothers this year who will be experiencing your business for the first time
- Carefully script out your welcome message to all phone calls and replay it to make sure it sounds great.
- Try to ensure that you either answer your phone or can return calls within the hour.
- Have a script that deals with voucher clients, so that they feel valued and special. Clarify what package they have had purchased for them and celebrate how lucky they are, and what a wonderful experience they are going to have (on that note, you had better deliver).
- Give the new client some idea of what she can expect on arriving, do you need her in earlier to complete some details (explain this is so that you can deliver the best experience she has ever had in a salon), does she need to bring anything, will she need makeup after her treatment if she is going out afterwards, asking questions will tell her that you care.
- If possible tell her who she will be seeing on the day, so she has a name to put a face to.
- Confirm her booking and let her know you will be calling the day before to confirm again.
- Always be polite and enthusiastic about welcoming her into your salon and you are off to a good start.
If you need more help on how to work with voucher clients to win them as a long time loyal client, check out my new intensive retail training program that covers off every element of how to work with different personality types and conduct a meaningful consultative session so that you multiply your chances for developing solid relationships, referrals, repeat bookings and sales.
Oh, and if you have a comment to make or can add to this blog post, make sure you do so in the space below.
This is Julie Hyne, founder of Business 4 Beauty wishing you salon brilliance and success.