| Walk-ins are clients, too |
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| My Salon Drama |
| Wednesday, 11 November 2009 08:42 |
Good service equals repeat business for one stylistA good stylist will look at each new client as a potential new relationship. Even a walk-in is much more than just an open slot in her appointment book.
One Friday evening, CeCe, Tamara and Nadine worked on their clients and chatted over a neo soul music soundtrack. All expected to start their weekend plans early when a woman arrived without an appointment.
Patrice, the potential new client, had flowing hair past her shoulders that was straightened by heat or chemicals. Dressed in an ensemble that said corporate chic, she wandered over to the reception desk.
"I am new to the area and need to find a stylist," Patrice said to Felice, the receptionist. Patrice's co-worker recommended the salon to her that day over lunch.
"Do you accept walk-ins at this hour," Patrice asked. "I just need a basic wash-and-roller set. Nothing fancy." On a whim, Patrice decided to stop by the shop she hoped would be her new salon home.
"Let me check to see if one of the stylists can fit you in. You can have a seat," said Felice motioning to a chair. Patrice sat patiently reading the latest Essence magazine.
Felice walked back to the stylist station area. "Hey ladies, we just got a walk-in. She's new to the area. Can anyone work her in tonight?"
CeCe peeked around the corner to get a view of the potential client and her hair. "Oh, hell no! All that hair? I have to be out of here in an hour to meet my man."
"If she will just stick with a wash and blow-out, I will do her hair," Tamara said.
"I think she mentioned a roller-set though," Felice remembered.
"I can probably talk her into getting a blow out," Tamara pushed. "Roller sets slow down my whole flow."
"I will go back and ask her if that is OK," Felice said. But as she started to walk back to the receptionist area, Nadine grabbed her arm.
"Wait," she chimed in. "Don't ask her that. She's new to the salon so we should stick to what she wants done. We only have one chance to make a positive first impression."
"Now you sound like the salon owner," Tamara grumbled. "You know that it has been hopping in here all day. I did 10 heads alone."
"You mean you had 10 ‘clients' today," Nadine reminded her. "Look, it's worth it to at least chat with the woman to find out what she needs. She looks like an "every two weeks" type to me."
"And that also may mean she is ‘high maintenance,'" Tamara quipped.
"I hear you," CeCe cosigned. "Those corporate types can get a little demanding."
"Y'all can say what you want, but those ‘high maintenance' folks are usually my best repeat customers," Nadine said.
Tamara and CeCe rolled their eyes in unison.
"Felice," Nadine said, "tell the woman I will be with her in 15 minutes to begin her consultation. I just need to put my last client under the dryer."
Felice relayed the good news to Patrice, who now smiled with the thought of a fresh style for the weekend.
As promised, Nadine emerged from her station to greet Patrice. "Welcome to our salon." Why don't you tell me a little about your hair and I will see how I can help you this evening. Please let me know if you have any pressing concerns about your hair."
Patrice looked up at the stylist with amazement and out of an impulse reached up and hugged Nadine.
"Wow," said Nadine surprised. "Wait until I actually hook your hair up." Both women laughed and headed back to the washbowl.
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Copyright 2009 © My Salon Scoop, LLC Comments (3)
  written by Blove, November 14, 2009
Now that's the greeting that would keep me coming back for more. Most salons in this area look at you cross eyed if you come in unexpected. If they acknowledge you at all. First impressions are the most important. As a receptionist, it is probably a great idea to establish who will be available for walk-ins early in the day. (communicating their plans/availability)
No potential client should ever feel unwanted or ignored in your place of business.
written by Hairmeoutpls, November 19, 2009
I love it when the unexspexted is done to keep stylist on there p's and Q's because they need to feel that there is so much good in there job that they want to beautify a person and that they are appreciated in many ways & I feel that conversation is the key to both the stylist and clients happiness. It keeps them both on the same "What look are you looking for" page. Consultation !
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