STEP 1: Unique Phone Greeting #
- We recommend creating a unique greeting for your salon. How many times have you heard the same old greeting? It usually sounds something like this: “Good Morning, (Your Salon Name), this is (Your Name) how may I help you?” Instead create a greeting that will set your salon apart, such as: “It’s all about you at (Your Salon Name), this is (Your Name), how may I assist you?”
- Change monthly. See each Monthly Calendar for our recommendations or create your own unique greeting using the worksheet on the next page.
STEP 2: Assist With Requested Action #
- Assist the guest with the purpose of the call, such as making a new reservation, cancelling, or rescheduling service. Always do this with a positive attitude, great voice inAection, and tone.
- If you work in a salon company practicing THE SUMMIT Level System, we need to have a simple script that explains that our service provider level prices are based on demand of time, not on how talented or skilled the service provider is.
- Next time a potential guest calls and asks about hair cut pricing, use this script:
- “Thank you so much for your call; we know you have a lot of salon choices, and we are happy you’ve called us!
- We have a price level system in our salon company, and the service price is based on the demand that our service providers have earned on their time. All our services providers are very talented and promise to deliver an outstanding guest experience each time you come in. Our haircut prices start at $45.00 and go up the levels to $70.00. Did you have a certain haircut price that you’ve been accustomed to paying, or a certain day or time in mind?”
STEP 3: Offering Add’I Services #
- When taking phone calls for new reservations, look for opportunities to offer an upgrade to the service they are requesting. Suggest a service that would go nicely with the service they called for, or recommend extending their visit with an additional service in another department.
EXAMPLES #
UPGRADE THE SERVICE #
- When booking a regular haircut:
- “Has anyone told you about our new conditioning hair cut? This service includes our customized treatment conditioner, which the service provider custom blends to suit your specific hair needs. It’s only an additional$ __ and we can do it in the same amount of time. Would you like me to reserve our conditioning haircut service for you instead?”
SUGGESTED SERVICE/ SAME SERVICE PROVIDER #
- When booking a pedicure:
- “Many of our guests like to schedule a manicure or polish change on their hands at the same time they schedule their pedicure so their hands and feet are both pampered and polished. Would you like to book a hand service as well?”
ADDITIONAL SERVICE/ANOTHER DEPARTMENT #
- When booking a haircut and color:
- “I also wanted to let you know we have time to see you in our nail department for a pedicure right before or after your hair service. Would you like to make your day extra special by adding a nail service while you are here?”
STEP 4: Sharing Retail Specials #
- Over the phone is a great time to mention product specials, sales, or new featured retail items. If you have many specials, choose just one special you think would best fit the guest.
- After taking care of main phone request:
- “Hairsprays are on sale right now. When you buy one, you get one half off! Be sure to check out our special when you come in. See you next Tuesday at 9 am!”