Posts Tagged ‘front desk’
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?