Do You Have to Have a Front Desk
front desk employee is not there just to answer the phone or register clients.
If she has been trained well enough, she can be your best marketing agent. She
knows the business, clients, employees, and services, and that is why she is
the best to represent your business. Your front desk employee can be in charge
of your social media, maintaining the website, talking to potential clients and
vendors, and in many cases, even resolving clients’ complaints.
some businesses like Medspas and Clinic, having a front desk employee is
practically mandatory, but for smaller businesses like spas and other beauty
salons, the value that a designated front desk employee can bring definitely
outweighs its cost.
Front Desk Employees Should. .
. . .Have Extensive Knowledge
of the Business
a business owner or manager, you should know that your front desk holds a
critical position in your business, and thus, your front desk employee needs to
know a lot about the business. You need to involve her in all non-confidential
meetings, though she may need to be in some of the confidential meetings as
of the capabilities of your front desk employee go back to the time you were
hiring her. If you want her to take care of your social media, maintain the
website, work with a computer, and so on, those should be part of your hiring
vast majority of your front desk employee’s information and knowledge about
your business is accumulated over time and is considered as coming with
experience more than just previous knowledge. If you lose your front desk
employee, a new one has to spend a great amount of time and many trials and
errors to become familiar with your business. If you find a good front desk
employee, you should take care of her in terms of salary, insurance, and other
benefits so she is motivated to stay with the business.
. . .Represent Employees
front desk employee represents other specialists in the salon and gives the
first impression. When clients call or walk in to the salon, they ask about the
specialists and their qualifications. The front desk employee should have and
memorize a short intro, less than two minutes, about each specialist in the
salon, and about the salon as well. These intros should be short, precise,
exciting, and just a little detailed. For instance, you may say, “Kylee is one
of our best hair stylists. Her clients love her especially for her talent in
cutting men’s hair.” These intros are best when prepared with the help of the
. . .Know Clients
front desk employee that can remember the name of each client and a little bit
about them is one of the most valuable assets to any business. People are
impressed when they hear a front desk employee call them by name and ask
questions that indicate she is familiar with them and is interested in the
client’s life. We have all experienced the welcoming nature of a front desk
employee or manager calling us by name and asking us about something that
tend to talk about their personal lives when getting a service in a beauty
business. Sometimes when they are emotional, they may reveal very personal
aspects of their life. The front desk employee and all specialists in the salon
should be aware that under no circumstances are they allowed to gossip about or
share the private information clients disclose.
. . .Never Be Condescending to
a front desk employee or a beauty professional, you definitely know much more
than your clients. Clients may ask very basic or even seemingly-stupid
questions, and it happens quite frequently that the front desk or specialist
replies in a condescending way, implying the client should have already known
this, thus offending or hurting the feelings of clients.
main reason people ask questions is they don’t really know the answer. Some
people may ask a question over and over, not because they don’t know the
answer, but because they are anxious and looking for reassurance. A front desk
employee will have many of these kinds of clients who keep asking questions,
and they may have to respond to the same question numerous times per day, so
they should learn to do it in a kind, gracious way.
. . .Never Talk Negatively
will always compare specialists or businesses to each other; it is a normal
part of our culture. This culture plays out badly in some salons. Often when
you ask about another salon or specialist, the front desk employee or
specialist does not stop themselves from saying bad things about them. It has
never helped any business to trash-talk others and does not lead to a more
positive outlook on their own business. Gossip can destroy the work culture in
a salon, and it’s even worse when the front desk employee is involved in this
unhealthy habit. Make strict rules about gossip to stop it from infecting your
. . .Wear an Appropriate
I mentioned earlier, the front desk employee is the first tier of your
business. She has to wear her uniform, and it must be clean. If you are a
business owner, you should not compromise your business with the laziness of
your employees. In my own businesses, I sometimes have had to send an employee
home just because she didn’t wear her proper uniform. If you are serious about
your business and your rules, everyone else would be serious and follow the
. . .Effectively Represent the
front desk employee is like the logo of your business. She is a living
representation of it. Your front desk is a sample of your business, and she has
to represent it well. For instance, if you are providing a weight loss service
and your front desk employee is inactive and eats unhealthily, it is
counteractive. The front desk employee in your beauty business should be a
perfect sample and model of your field. If you are doing massage therapy, your
front desk employee should be notably calm, relaxed, and happy—and the same for
estheticians and other beauty service specialists.
. . .Be Treated as Your Most
a business owner or manager, your front desk employee should experience all the
services offered in your salon for free. She needs to believe in you and your
business to be able to talk about it positively and accurately. As a matter of
fact, receiving regular services should be part of the front desk employee’s
. . .Maintain a Positive
this is one of the problems not only with the front desk employee, but with
everyone else in the salon. If we’re dealing with a personal problem or are
just having a bad day, we may not be in a good mood and may transfer our bad
mood to everybody around us. In the case of the front desk and its high-demand
job, it is even worse. This employee has to deal with many people, and her
negative mood can adversely affect the business.
can use the 30-days challenge to make it a habit to dissociate your personal
life from your professional life. In any of my businesses, when someone is not
in a good mood, I send him to the gym or to go for a walk or whatever to change
his mood. In the worst case scenario, I’d rather my grumpy employee be at home
than in the salon.
. .Know How to Say “No”
A front desk employee has to say “no” many times throughout a day.
For example, if people ask for a service that you don’t offer or for a
discount, instead of just saying “no,” she can sandwich the “no” in between
nice words. Make it a habit and culture of your business that everybody,
including the front desk employee, is super polite to people even if they are
not potential clients.
. . .Be Well-Trained for the
expect your newly hired front desk employee to know everything about your business
or even how to treat your clients. You need to have or prepare a policy or, as
it’s called, an operation manual that details everything in everyone in the
salon’s job descriptions, including the front desk. You can also write a
mission statement and post it as a sign that reminds everybody about your goals
and the way you treat your clients.
you are hiring a front desk employee, try to hire people who already have
worked in a highly-respected business like Nordstrom; they bring culture from
those businesses that may benefit your business.
. . .Be Empowered to Make
front desk employee of a beauty service business is the first and last person
clients meet. There are many complaints and questions that the front desk
employee must resolve without the need to consult the manager or owner. Over
time, train and trust your front desk employee to make decisions and resolve
. . .Deal Effectively with
single troublesome client can ruin anybody’s whole day. The front desk employee
is the first one to face such angry clients. You and your front desk employee
should understand not to personalize the issues in the salon. If somebody is
rude or mad because a service she paid for didn’t work out the way she
expected, it is about the service, not about you. Rude and impatient people are
everywhere. There is no way to avoid them all together, so your front desk
employee should be mentally prepared to deal with these situations.
. . .Keep Their Work Area Neat,
Clean, and Organized
front desk is a window to the whole salon, so it has to be clean and organized.
There is a Japanese system called “5S” about how to achieve this level of order
in your work area. You can adopt this system for your front desk employee to
5S is composed of five words
that all start with the letter “S.”
1. Sort: Keep only what is necessary and discard
Set in Order: Organize your desk and work area in the order in which you use
the items. You can use labels to indicate what should be where.
Shine: Everything should be clean and shiny.
Standardize: For every procedure and task in your business, there should be a
standard. For example, you can have a bulleted list of how to clean the salon
or how to register a client step by step.
Sustain: The process of 5S should be a part of your business culture and
habits. You may try the 30-days challenge to incorporate 5S into your mind as a
. . .Respect Clients’ Concerns
somebody is coming to your salon, let’s say for a wax, for the front desk it is
just a 20-minute wax, but for the client, it is 20 minutes of pain, discomfort,
and stress. The front desk employee should respect clients and help them
release their anxiety. For women specifically, they may relax and be calmed
when they talk. So, let them talk and don’t interrupt them