Source: Courtesy of Matthew Morris Salon
As you are preparing or are already back in your salon, here is the Salon Emotion seven-step checklist to create an amazing and safe client journey.
1. Window
Digital Window
- Stay connected with clients through social media.
- Post updates on hours, services, safety/sanitation protocols, and booking on all social media. Email details to clients.
- Set up virtual consultations prior to opening to discuss planned services, timeframes, budgets, costs, new safety and logistics protocols. Recommend retail products to be ready for the client.
Physical Window
- Salon window highlights NEW hours, service, sanitation and safety protocols.
- Post policy regarding appointment only clients.
2. Reception
- Let clients know in advance that reception area will not be available for waiting.
- Advise clients to wait outside or in their car until they receive text or call.
- Welcoming smile and eye contact are key as the new greeting.
- Thank clients for staying loyal and coming back. For clients whose financial situation has changed, they’re choosing to spend their valued savings with you.
- Make every client feel like a VIP.
Source: Courtesy of Matthew Morris Salon
3. Consultation
- Confirm what was discussed on the virtual consultation, including price and follow up visits to stay within client’s beauty budget / comfort level with time in the salon. Confirm retail recommendations.
- Reassuring eye contact and clear communication are key.
- If time permits, deep treatments, after months away from the salon, may be a great source of add-on revenue.
- Review recommended retail products. Avoid passing products back/forth.
4. Treatment Lounge
- If time permits, welcome clients back with a short, but relaxing scalp massage (1-2 minutes).
- Show the products being used; use visual and fragrance cues vs. client touching the bottle.
- Be sure clients feel comfortable with masks securely in place.
- Consider privacy panels between shampoo chairs to create additional levels of separation.
- The shampooing area is spotlessly clean and neat and maintained according to sanitization protocols.
5. Color/Cut & Style
- Make sure clients see your sanitization protocols, such as fresh capes, sterilization of tools and cleaning.
- If clients need to process in a separate/exterior area, make sure to check in with them throughout the processing time.
- Retail recommendations are still key to the service. Show clients the products used versus having them touch/handle. Let clients know you’ll have the products bagged and ready for them when they checkout.
- Pro Tip:
Try leading with this prompt to start the conversation: “These are the products I’m recommending to maintain your look at home. I’ll have them ready for you at the front desk when you check out.”
6. Retail
- Check with your clients during the service to see if there are other products they need to replenish.
- Multi-tiered retail price offerings will be key at this time to address client’s budgets.
- Consider offering a ‘welcome back retail promotion with discount on retail with service OR retail promotion around rebooking.
7. Checkout
- Make sure the guest is satisfied.
- Make sure clients are rebooked based on follow-up appointment needs, taking into account client beauty budgets.
- Thank them again for their loyalty to you.
Reception
- Provide loyalty program updates.
- Secure/confirm the client’s future appointment.
- Thank them for being a valued client and supporting your salon.
Download this Communication Kit courtesy of L'Oréal Professionnel for a whole support package including email and social materials and a super useful phone script.
For more of L'Oréal Professionnel’s Back to Business content, check out:
"How To Refresh Extreme Fade and Brassiness"
"How To Prepare For Reopening Your Salon"
