Along with this article, Nails Magazine published my Coping Strategies, which offer up some winning strategies I have seen used to avert disaster in salons.
The following is an overview:
Prepare in Advance:
- Encourage staff members to have contact with all clients to create familiarity.
- When staff members are on vacation, urge clients to have service provided by another technician. This allows them to gain client trust.
- Introduce new staff members to clients to establish a comfortable rapport.
- Ensure clients know that the entire team is well-trained.
- Put systems into place to inform the replacement of the nuances of the client. Salon software can accommodate this. Just got married; just went through a divorce; enjoys running; etc., can be noted to give the replacement some insight into making the client feel more comfortable.
When Disaster Strikes:
- Involve the absent technician, if possible, when communicating with clients. This can help comfort the client that all is well and communicate that the replacement is capable of helping.
- Talk openly with the staff to reduce the chance of surprises.
- Let the staff members know the steps being taken and how it will impact them personally.
- Protect the absent technician's privacy by not disseminating personal details.
