In the previous post we talked about salon reception being the forgotten ones. They are the front end of the business and the first point of contact. Training is often provided for the stylists but the reception team are thrown in to get the job done. Below I offer solutions to making sure that you are hiring and training salon reception well!
THE HIRING PROCESS
It all starts with quality of staff you hire. We often hear salon owners and managers struggling to find “good” salon reception team members. Is it the people or the process? Make sure they have a minimum skill set before hiring. During the interview process make them do a typing test, a phone test and a basic math or spelling test. Look for direct or transferable skills.
Moreover make sure you are thorough in your interview process. Do you ask situational questions so you can get an idea how they might react in difficult situations?
It is critical to get people with personality to handle the human needs of your guests but it is equally critical to find people who can effectively perform the necessary tasks. Is this person the right “fit” for your salon? Look around your salon and evaluate what types of people succeed in your environment? Look for similar qualities in the people you are interviewing.
Without exception, do reference checks. If you are not the sure after the first one, do another. Do not call their current employer without the candidates permission but don’t be afraid to call an employer listed on their employment history but not listed as a reference. You might learn some important information.
Orientation Training
Spend the time with them when they are first hired. They need to be very clear on all the company policy and procedures. Have a separate reception manual that outlines all of the salons expectations, including telephone protocol, booking procedures, greeting guests etc….
Product Training
It is imperative to include your salon reception team in the product training including the refresher courses. Most often they are the ones closing the deal when it comes to selling retail.
Treatment Training
How are your salon receptionists supposed to explain and sell services when they have never tried them? This is where so many salons go wrong. You need to have your reception team experience all of your services. This not only is a great incentive to them as a perk of their job but it will also pay you back ten fold. In fact why not build it into their compensation plan? You want them to be excited and knowledgeable when talking to your customers.
Salon Reception (ONLY) Meetings
Have a meeting for your salon reception team separate and specific from all other meetings. From marketing initiatives, to operational policies, and special events your receptionist team needs to be on their toes. One of the easiest ways for them to drop the ball is when there is not efficient communication. You need to have separate reception meeting to go over specific things that they need to be kept in the loop with. It also clearly demonstrates you care about them.
Outside Training
Send your team to outside training sessions. They can attend salon reception training courses or customer service courses or even leadership courses. Give them the chance to learn from industry or skill based experts. The more skills they have the better they can serve your business. This is not only for the newcomer to your business but also the seasoned veteran. Upgrading a good team member to a great one is always a good idea no matter how long they have been you. It can also help those experienced team members from falling into bad habits. When you send the reception team to outside training it will help balance those high expectations you have with the support and training they need to succeed. This will show to the reception team, and the rest of the salon team, that you are investing in them and this will once again go a long way in guiding your business to success.
Compensation Check
It may be time to look at the way your reception team is being rewarded. Are you paying competitively? Are you competitive with the doctor or dental office? After all you are competing with them for quality team members. Make sure you know where you stand. After you know you are competitive is your compensation plan rewarding the right behaviors? What we mean when we say this does you plan reward them for just doing the job or is it rewarding them for doing a good job? Does exceptional performance receive recognition? Is customer service and selling linked into their evaluation? Does your evaluation clearly outline what behaviours you support and the ones you don’t?
The best plans tie this all together so that the reception team members know what is expected of them and they are paid to perform according to those expectations.
LEAD BY EXAMPLE
Work along side them one day. Put yourself in their shoes. It does not have to be the whole day but it can accomplish a lot in a short time. Not only will you see the inefficiencies in the business it will show the reception team that you are willing to look at challenges from the receptionist point of view. Do this as often as you can. Even if it is just once or twice a year you will reap the benefits from the moral and operational point of view.
Remember the whole goal of this plan is to set up your reception team for success. When they are successful the entire spa runs more efficiently and the whole operation will reap the rewards. Some of these changes can be ever so slight, yet deliver tremendous results. Starting today take some time with your reception team, continue to communicate, give them positive re-enforcement, and start to do the checks and balances to review their performance.
By following this outline and investing in your salon reception team you can, and will, generate an amazing return! Turn your salon team from the forgotten ones to the memorable ones.
Invest in training for your salon team. Contact Rob here.