Are you craving for selling more retail? If yes...then preparing sales focused front desk team will be a great idea for you.
Your front office team is most important part of your salon business because this team sets the tone for your visitor experience, carry your business ahead throughout the day, and has a colossal impact on productivity.
In fact, they are the last persons who associate with your clients while they are walking out the door of your salon. When your clients process the transaction, the role of your front desk team becomes critical.
So here we have the most effective ways to turn your front desk into a powerful retail salesforce...
Qualify your front desk staff to express confidently about your retail offering to the prospective clients by providing complete training on regular basis. Also, energise your team in such a way that they feel passionately about the benefits of each product and be smart to sell its value. Of course, your styling experts are there provide consultation to your clients, but your front desk team should also be capable of handling clients queries and making appropriate recommendations.
Here you can hand over your team with a loose script. Actually, it’s a powerful way to ensure that every time your client visits your salon must enjoy a uniform experience and also an energetic way to maximise retail transaction at every opportunity. Your front office team must have a natural conversation flow and they need to bring out their own personality at the time of interaction with your client. Also, you can guide some key points to your team to hit with each and every client.
Ask your team to view past retail purchases while checking out a client and ask them to take feedback on the product or repurchase. This will help you to know that whether your client is satisfied with your salon product or not and it gives you a second chance to recommend something different instead of losing that client’s retail revenue altogether. And if they did like it, a gentle reminder to stock up while they are in the salon could avoid them spending those retail dollars online if they run out in between visits.
You can motivate your front desk team by setting their specific, measurable goals as individual or may be as a team. Take regular updates to see how individual members are performing and drill down in your reports. Operate this data in your salon to monitor the progress of your team on an ongoing basis and provide guidance as well or tweak your retail strategy if it feels required.
When it comes to encouraging a shift in behaviour of your salon staff, positive reinforcement is the key. Once your team hit their targets being given by you, be sure to reward their contribution. You can do this by running regular competitions between them such as retailer of the month or best front desk officer of the year by setting certain rewards for them. You may even choose to grant a retail bonus component to their reward structure.