Your lobby is the forefront of your business. The way you receive guests in your salon and the experience you provide while they wait for their service is imperative to keeping them coming back time and again.
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It goes without saying – it is of utmost importance that your staff personally greets each and every guest with a warm welcome. In addition, believe it or not, the use of technology can be a vital tool in ensuring that the customer service you provide when guests arrive is top-notch.
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Perhaps you’re wondering, “how this is possible?” Well, for starters, who doesn’t love to hear the sound of their own name? I’m willing to bet that each time you greet a guest by first name, it makes them feel important – like a respected patron of your business. You might be thinking, “I’m terrible with names” or that this is an impossible task, especially during times when you’ve got a line of guests at the front counter.
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The good news is that you don’t have to have a photographic memory in order to greet guests by name and make them feel valued! When they place their finger on a biometrics device, you swipe their driver’s license, or you scan their membership card, they won’t realize that you just accessed their account electronically, and that their information is easily visible to you on the screen – all using the technology available to you at your fingertips. Voila! You’ve just been able to effortlessly make your guest feel special by welcoming them to your salon by name.
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The way you receive guests and the experience you provide while they wait for their service is imperative to keeping them coming back time and again.
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After a guest is checked in for a service, your lobby environment should be inviting and provide a comfortable experience should there be a wait time. Aside from a luxurious atmosphere, they will also surely appreciate transparency and being kept informed. A cost-effective way to accomplish this is to incorporate an information portal that is easily visible by those waiting for their equipment or service to become available. Readily displaying tanning equipment status as well as the approximate wait time takes the guesswork out of how long they will need to wait.
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You can also advise guests of promotions or specials that they might want to take advantage of by displaying a scrolling marquee with the details on the information portal.
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If you offer monthly recurring EFT memberships, you might also consider implementing a kiosk in your lobby. A simple way to treat your VIP members is to allow them to bypass the line at the front counter and check themselves in to tan using their active service.
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First impressions are everything when a guest enters your salon and waits for their turn to be pampered. Having the right tools at your disposal will aid in turning those first impressions into lasting ones and will help you create long-term guest relationships by identifying with them on a personal level, keeping them informed and making them feel special.
