Sharpening Your Customer Service Skills – Roundtable Responses

By: Irena Mena, Michelle Steimann, and Ryan Campbell

How Do You Handle Face to Face Communication? 1. What does customer service mean to you?

• Making the Guest Happy; Creating an Experience that they Want to Repeat;

Leaving 100% Satisfied

• Making the Client Happy and Comfortable; Creating an Experience; Atmosphere;

Developing a Connection with Each Client

• Creating a Really Nice Environment; Interaction; Rapport; Atmosphere; A Smile;

Answering Questions; Meeting Customer Expectations

• Eye Contact; Controlling Actions and Reactions to Customers; Needs and Wants

into Consideration; Friendly, Smiling, and Engaging; Asking vs. Doing;

Personality Profiling

• Everyone Should Feel Wowed Every Visit; Listen to the Guest; Make Every

Experience Like Their First Visit; Keep Clients Engaged; Exceed Client

Expectation; Every Client Needs a Consultation

2. How important is your role in positive face-to-face communication?

• Everyone is to Make the Customer Feel Valued; Eye Contact; First Impressions

• Looking Up From the Screen; Eye Contact; Come from Behind the Desk and

Show the Client

• 1st Person You See or Talk To is the 1st and Last Impression; Face of the

Company; Front Desk is Critical

#speakTME

• Front Desk Manager – Very Important; Owner Should Empower Each Staff

Member; “Work Like You Own It”

3. What systems does your business have in place to ensure that the face to face

experience is 5-star?

• Adequate Staffing; Dedicated Front Desk Personnel; Training; Scripts

• Open Floor Structure/Layout; Mirrors; Tour of the Business; Acknowledgement;

Giving Clients Anything They Need to Make them Comfortable

• Stand Up and Invite Clients In Before the Step In; Calling Them by their First

Name; Scripts; Genuine; Be Aware

• Consistency in Service; Using Client’s Names; Protocol; Tour of Salon

• Having a Concierge; Beat the Greet – Find Client Before They Find You

4. When you think of great customer service, does your business come to mind? Why or

why not?

• Training is KEY; Reviews; Constructive Criticism; Keep Your Staff Happy;

Everyone on the Same Page; Repeat Guests; Room to Grow; Surveys –

Feedback is KEY; First Impressions – Lasting Results

• Communication Issues – Especially with Pricing, Start with Crystal Clear Wording

such as “Prices Starting At;” Strong Front Desk – Stylist will Trust the Front to

Follow Through; Team Building – Building an Experience, Consistency;

Cleanliness

• Acknowledgement – Positive; Positive Reinforcement; Rewarding Good

Rewarding Good Reviews; Feeling Like They’re Home

#speakTME

• Front Desk Systems; Protocol in Place; Loyal Invested Team Members;

Company Mission; Harmony in Salon and Spa; Good Morale; People Have to

Love What They Do

• Are Clients Referring You to Other Clients; Whole Family as Clients; Watching

Your Clients Grow

How Do You Handle Phone Communication? 1. How do you deal with unhappy clients via the phone? What tools in Millennium do you

use to try and please an unhappy client? (IE: Book is filled and client cannot get an

appointment)

• Never Say NO! say “Let me Work on It;” “Would Love to Make You Happy;”

Listen to the Client – There is ALWAYS Something You Can Do; Discounts

• Pending List; Future Appointments Booked; Find a Solution – Period

• Connect with the Unhappy Client Right Away; Offer Discounts; Tone of Voice;

Stylist Flexibility; Pending List

• Listen, Don’t comment; Let People Be Heard; Don’t Become Defensive; Pending

List; Missed Appointment Report

• Pending List; Leave a Message with the Stylist; Offer Secondary Stylists;

Educate the Client on Preventing the Issue in the Future

2. What tools do you use in Millennium to service the guest better by phone and improve

call center efficiencies? (i.e. service notes)

• Productivity Report; Adjusting Times for stylist Services; Intelli-booking;

Demandforce Appointment Requests

• Pending; Tight Scripting; Note Taking Under Appointment

#speakTME

• Pop-Up Notes; First Available Tool; History; Work Ticket; Pending List

• Notes on Client Profile and Appointment

• Text Confirmations; Demandforce; Televox

3. What systems do you have to ensure a positive experience for your guest when they

contact your salon? Scripting, technology?

• Scripts; Names; Stating What You Do; Voice Recordings

• Cater to Client’s Communication Preference; Separate Call Center Room

• Scripting; Gather Info Before They Come; Music for On-Hold Clients

• Scripting; Consistent Training; Systems; User Defined Fields; Personal Relations

• Scripting and Being Consistent; Demandforce Reviews and Feedback; New

Clients Have a Great First Impression; Personalization for Each Client

#speakTME

How Do You Deal with Difficult Clients?

1. What resources do you have to offer a guest when a grievance is filed?

• Manager Contact within 24 Hours; Client Should be Heard and Understood

• Complimentary Services; Promote New Services; Accept Responsibility

• Train the Front Desk How to Handle One Since They are the First Point of

Contact; Take Notes; Customer Complaint Form; Follow Up with Employee and

Resolve

• LEARN System for the Front Desk; Set the Tone; Thank the Client First to

Diffuse the Situation

• Face to Face Follow-Up; No Charges; Communicate Effectively; Apologize

2. Share with your group how you turn a client grievance into a success story!

• Call Them Before They Call You – Follow UP!

• Give the Client the Solution of Scheduling Out Their Appointments in Advance

• Follow up with them!

• Service Wasn’t Take Properly – Called Every Client and Admitted Fault

• Offer Free Services and Alcohol

3. How do you reach out to your guests to ensure they don't become brand terrorists?

• “We’re Not a Good Fit” – Firing Clients

• Message Back Anonymous Feedback and say, “Wish You Would Have Let Us

Know to Fix It” – Encourage Positive Responses

• Get the Owner Involved – Follow-Up and Resolve

• Respond to ALL Reviews – Good or Bad

• Call, Call, Call! Refund Money

#speakTME

How Do You Generate Sales through good Customer Service?

1. What tools do you use during the booking process to enhance customer service and

generate revenue?

• Commission; Pay the Front Desk for their Productivity; Pure Privilege at Aveda;

Points Systems; Complimentary Services

• Add On Features; Referral Program; Points Program; Surveys

• Cross Selling; Add On’s; Upselling; Client History; Memberships; Newsletter

• Cross Sell and Upsell; Scripted Front Desk; Packages and Bundles; Welcoming

• Upsell/CrossSell; Prescription Pads

2. What are your above and beyond opportunities in your salon/spa? These are common

situations that we want to recognize and be prepared for in order to make a customer’s

day.

• Getting to Know the Clients; Informing the Front Desk Through Notes; Talking to

Stylists About Their Clients for the Day; 15 Minute Huddle Before Work Everyday

• Tour for New Clients; New Client Package; Cocktails/Wine; Club Offers/Loyalty

Points

• Provide Headphones for Kids Waiting; Provide Someone from Out of Town

Recommendations for Places to Eat

• VIP Treatment/Cheese and Crackers; Send Orchids to Someone Who Lost

Someone, Surgery, or Pet Passing Away; Listening to Clients

• Water, Tea, Coffee, Wine; Snacks; Phone Calls; Run Money to Meters; Internet;

Complimentary Paraffin Hand Treatment

#speakTME

3. What type of bonus or appreciation offers do you have for your loyal brand evangelists?

• Millennium Points Program

• Memberships

• Guest Appreciation Night

• Newsletters

• Facebook Specials

• Referral System

• Special Gifts

• Pure Privilege

• Birthday Gifts

• Free Tan on Their Birthday

• Blowdry Bar

• Thanks You’s for Reviews

#speakTME