In service industries like beauty and wellness, staff training plays a pivotal role in ensuring client revisit and customer engagement during the gap between services. Here is how you your improved staff training can ensure both.
A new salon opened near my office recently and I must laud the strategic location selected by the brand. The nearby area has no other competing brand and this prove the salon has adequate opportunities to establish niche for itself. However, as most of the over confident brands fail to encash on their services, in span of one month, this newly opened salon also got deserted.
During my next visit to the salon, I’ve noticed a consumer creating big fuss over the salon staff’s attitude towards her. Seeking my intervention, the staff member asked me why they’ve been treated wrong by the consumers. On which, I could clearly see that it’s the lack of Salon Owner’s vigilance of ensuring staff training.
Often, salon owners focus on opening a well equipped salon with beautiful infrastructure and multiple services to choose from. However, they tend to forget that it’s their staff which will ensure happiness of their potent consumers.
Therefore, here are some effective tips for those salon brands which are constantly ignoring staff training in their salon brand.
It’s essential to ensure that the customer service team in the salon has the right skills for client management. No amount of CRM software can compensate for shortcomings in this area. Thus, it’s essential to find what skills should you be looking for in your staff while hiring them?
At last, to ensure if your staff has the right customer service skills, its is essential to often conduct survey or customer feedback to understand whether your service team is showing each of these traits right. Running a customer feedback survey through your CRM program, at the point of sale, or when you send customers an invoice is a great way to see where your team’s skills do and don’t measure up.
Also, remember, your team is your strength, so never grill them in the morning for any complaint or wrong deeds, always talk to them in eve’s time so that your staff spend entire day in much chirpy manner and may leave with a lesson in hand, instead of spoiling their mood in the morning.