That photo is me in 1989 when I was a district manager for some San Francisco Bay Area salons.
As a favor to close friends in a pinch, I agreed to fill in as a temporary front desk person at their salon this coming Saturday. Usually, I serve as a hired gun to teach front desk training skills. Yet when two of my dearest friends (and hairstylists) pleaded for me to help replace the manager they needed to replace on short notice, I was sympathetic. It’s the busy week right before Thanksgiving when all their clients need to get their hair done. They have hired a new employee just in time, but they knew at the time of hiring that this Saturday was unavailable. Truly, my darling friends were stuck. No one else they knew could help out. Grateful for the amazing job they do on my hair, and somewhat amused at wondering, “What would it feel like to be a front desk employee for a day?” I agreed to work.
In anticipation, I’m thinking of all the ways I can make this fun for all of us. I want to make Saturday the best day ever for them! Not only is working the front desk fun and fast-paced, but it’s the power center of the business. Although I won’t have a chance to set performance standards until I’m there that day, I like to set goals and make a game out of achieving them. Even just thinking about it now, I can identify at least a few key areas where I’m going to try to make a strong impact:
1. First impressions.
Since I’m replacing a manager that has been there for a few years, clients are going to notice her absence. I’m going to roll out the red carpet and make them so impressed with the service that they embrace the fact that someone new is working there. I really hope they might have some new clients coming in that day–those are my favorite!
Those of you who have attended my front desk training seminars know that this is one of my biggest points. So of course, I’m going to make sure everyone is invited to rebook. That’s not a challenge for me though (that’s just a must do!) so I’m going to see how many I can get to rebook for 2 appointments in advance.
As soon as I arrive, I’m going to see if I can find an overstocked, under-recommended product to promote. I’ll make it the product special of the day. I’ll set up a mini-display and see how many I can sell as an add-on.
I’m going to make a point of asking for referrals whenever I hear someone is happy with their services that day. I’ll ask for the referrals and give out 3 cards to each person.
I’m ready to rock!
PS: Want me to work your front desk for a day? Email me for information on onsite consultations and training.
Jaya Savannah - Chief Inspiration Officer. Strategy Coach for Holistic Businesses. Trainer, speaker, and writer. Spiritually aware, yet street smart. Elephant lover.