Posts Tagged ‘customer service’
Why does The Gap (and Old Navy and Banana Republic too) greet customers entering one of their shops? Greeters are there to welcome customers, make eye contact with them, smile and offer assistance.
When a customer is greeted at the entrance to the establishment and eye contact is made together with a smile, the customer senses that they have been noticed and that they have entered a friendly environment. If the customer is in a bad mood or just everyday stress is written all over their face a greeter can change that by just smiling and saying quietly “Hello”.
This goes without saying for salons, spas and even single practitioner establishments too. You must greet your clients.
Front Desk Greeting
Your front desk is the first thing that most customers see and come into contact with. It is your physical business card. Therefore, step back and look at what your clients see when they enter your establishment.
- Clean clear space
- No food or drink (maybe a bottle of water)
- No money on the desk
- Computer screen clean
- Business cards
- Clean special holders
- Nicely displayed products for sale
Who Staffs Your Front Desk
Front desk employees should be customer service professionals. People who love people. Front desk staff should always be well put together, aesthetic, manicured and pedicured. Even more important, they must know where everyone is and who is doing what at all times. This is the most important position to be filled in your business. The person sitting behind the desk must know how to greet your clients, know their names, know what they have booked, who will be servicing them, how long of a wait they have, how they like their coffee or beverage and where to escort them on the way to their appointment. When the client is finished, the front desk staff should know the right questions to ask and how to book the clients next appointment.
Front Desk Dos and Don’ts:
- Don’t get too personal with the clients (your personal stuff is out-of-bounds)
- No eating or chewing gum when on the phone or in person
- Never talk about one client with another
- Always be polite – please, thank you, you’re welcome, are not difficult to use!
Your front desk operator has to be an orchestra conductor. They should have an understanding of all the “instruments” in the establishment. Does your front desk operator know how to work the system?
One of the ongoing topics in our blog will be all about customer service and care. When it comes down to it, there is nothing, but nothing more important than customer service. Let’s face it, there are great aestheticians, spas and salons out there who know their stuff. They know how to deal with anybody and everybody’s needs. Therefore, if your client is not happy about the way you treated them – they will be out your door and in through somebody else’s. They’re not coming back. We want to help you, make sure that your customers stay with you. Actually, we want to help you turn your customers into your very own brand advocates.
What Is A Brand Advocate?
According to Webopedia, “a brand advocate is a person, or customer who talks favorably about a brand or product, and then passes on positive word-of-mouth (WOM) messages about the brand to other people.”
How to create a strong crew of brand advocates?
- First, you must offer a solution to your customers. Every business must answer their customers pain or problems, if they don’t or can’t you don’t have a customer.
- Superb customer service and care.
- Ask them to share their experiences.
With and without Social Media
Most of your clients have one or more social media network account, probably most are on Facebook, some might be on Twitter, Pinterest, and LinkedIn or write a blog. Are you there too? It will make it much easier to let them do their job as brand advocates if you have a web and social network presence that they can link to.
Who is a typical active brand advocate?
They are your customers.
- They are social. They like to use social networks such as Facebook and Twitter
- They want to be considered experts
- They want to help others. They love to share information with people that they don’t know
- Some of them have a blog
- They like to discuss personal care products
- They like to discuss child care and support
- Brand advocates use “recommending” as a form of relaxing!
- Love sharing great experiences
You want them on your team. What is their motivation? Again, we go back to great service and a fabulous experience. According to eMarketers, brand advocates are motivated by one of two things:
- Good experiences with a product or service
- A desire to help others
It is all about a centuries’ old marketing method – word of mouth. People like to talk over lunch, coffee with friends, on the phone, or on social networks. People love to talk about good and bad things. Give them what to talk about, make sure they walk out of your establishment with a smile on their face.