In client-facing businesses, you’ve probably heard your fair share of taglines when it comes to customer service. For example, ‘the customer is always right,’ or ‘always put the customer first.’ While these are good aspirations, they don’t do much in the way of functional or operational standards by which to train and engage your staff. [gap height=”15″]
As we move through the summer series on operational excellence in the salon, we have come to one of the most important elements of daily productivity: delighting customers and building lasting relationships. Beginning with basic operational and personnel processes, in previous columns, we’ve now established a foundation upon which to build quality customer service techniques within staff and owners. From the onset, remember that as the owner and leader, you set the standard for customer service and your staff will do what you do with much more enthusiasm than they will do what you say, in other words, practice what you preach. [gap height=”15″]
Take The Time: Customer service skills come naturally to some and others have to be taught. Never assume because a resume reflects strong sales performance that it means an employee will not require training and adaptation to the individual environment and service standards of your business. Make sure you take the time to properly engage and train each salesperson; if this is not your talent, find the person who is specifically talented in this area to enthusiastically train your new staff. [gap height=”15″]
Set The Standard: You set the standard, as does the management team you charge with leading your staff. Hold each customer interaction to high standards, offer instantaneous, constructive and empowering criticism when you see an opportunity for growth. Do not let bad habits take root in your business, or you will begin to see them show up in other employees. Lazy interactions do not lead to productivity or client retention; every interaction is an opportunity for you and your staff to “show up with your best self” and should be treated as such.[gap height=”15″]
Role Playing: This exercise is uncomfortable for even the most seasoned relationship managers; however, getting comfortable with being uncomfortable is an essential step in growing employees. Watch for those who are willing to try and fail, willing to say the wrong thing and willing to learn – many times, these individuals will be more interactive and motivated with salon guests. Role playing gives the opportunity to practice in a controlled environment with a trainer, and under pressure, giving staff essential verbiage to use with guests to let conversation flow naturally when the pressure is off.[gap height=”15″]
Creating Experiences: Notice that I’ve avoided the term “salesperson” and for this reason: focus on creating experiences for each guest. Building a trusting relationship between customer and consultant will lead to loyalty, productivity and resilience of the selling process. Focusing solely on the quick sell might move the meter on a given day, but your long-term results and the development of your culture and team will be less inviting and professional. Give your team the tools they need to be expert relationship builders, investing in the selling relationship that is established between trusted friends.[gap height=”15″]
Every guest interaction is an opportunity for you and your staff to “show up with your best self.”
