The solution. For the receptionist wrote a scenario – a step-by-step script of dialogues, which included the possible turns of the conversation and the client’s reactions. Now, if someone was interested, for example, in a facial beauty treatment, they got a detailed answer: there is a mechanical, ultrasonic (a little cheaper) and combined (a little more expensive), and also a complex programme with peeling. “Come and see us for a consultation, – invited the receptionist. – It’s free of charge. Our beautician will choose a procedure that suits your skin type”. The owners started recording and listening to the calls, paying attention to the mistakes made so as not to make them in the future. The number of recordings from potential clients has increased dramatically.
Tip. Inability to conduct a dialogue – this is the main mistake of the receptionist of a beauty salon, which leads to the fact that the salon loses a huge number of potential clients. The person who meets people in the salon (in person or on the phone), should be friendly, polite, concerned about the comfort of customers and be able to competently advise. It’s great if a competent person can be found or trained. But you should still check on his or her work regularly.