First Impressions Count

Make sure your first impression leaves its mark.

What makes the ideal receptionist? Start with things that say "we care" and you'll end with client loyalty and increased business.

Here's how:

1. Call clients by their names.

Repeat the client's name when making a phone appointment. Also, try to greet a client by name without referring to the appointment book. Highlight the names of new clients in the appointment book. Encourage every stylist to check the book each day and greet new clients, even if the client is not theirs.

2. Seize the day.

Before the day's appointments, review the scheduled clients and appointment times.

3. Create a comfy waiting area.

The reception area is your living room. Stack magazines neatly. Water plants. Keep a pretty dish of hard candies handy. Above all, make clients feel welcome.

4. Know your products.

Keep retail shelves full of haircare products (tip: stock items vertically by manufacturer, horizontally by hair type). Know the products (read the bottles) so you can accurately advise each client. Make sure clients pass by shelves before they pay for the day's services.

5. Offer other services.

When you call a client to confirm an appointment, offer other services - a manicure, an eyebrow shaping.

6. Remember special occasions.

Keep a box of client "personal facts" cards. Jot down birthdays, spouse's name, children's names and birthdays, likes and dislikes. Then review the next day's clients the night before.You'll be amazed how pleased people are by your "remembering" little things about them.

7. When running behind.

If a client's stylist is behind schedule, let her know how long she may have to wait. Even if it's only five minutes, nothing makes a client more tense than to feel she's been forgotten.

8. Dress to impress.

The first person a client sees when she enters the salon is you. If your hairstyle could use an update, your roots are showing, or your nail polish is chipped, what's a client to think? A client is more likely to schedule a make-up consultation if the person making the suggestion is well put together.

9. Final touches.

Schedule the client's next appointment before she leaves the salon. And, if time allows, call new clients the day after a service to thank them and ask if they are happy with the results.