Beautician service reception process

Beautician service reception process

Beautician service reception process, service type industry, customer experience is very important, beauty salon reception process directly affects the beauty salon service Good or bad, this determines whether the customer will come again next time. The following is a beautician service reception process. Beautician Service Reception Process 1

The first step: Enter customer files and member registration

When a new customer arrives at the store, the first thing to do is to record her name and phone number, because Only by leaving her contact information can we follow up later.

Benefits 1. Name and phone number are required to facilitate later contact and avoid becoming a dead customer.

Benefit 2. There are reminders for duplicate names and duplicate mobile phone numbers to prevent duplication of files and avoid increased costs caused by repeated customer experiences.

Benefit 3. Customer avatars can be uploaded, making them more identifiable, making it easier for employees to receive, and giving customers a greater sense of belonging.

Step 2: Consultation

The larger the formal beauty salon, the more it pays attention to the customer consumption experience and the consultation link, just like going to the hospital to register for a doctor’s consultation first Likewise, customers’ body and skin conditions are constantly changing

Projects recommended in the past may not necessarily solve customers’ current problems, so we need professional explanations, professional interviews with customers, and Come up with reasonable solutions; customers will feel better and it will be easier to close the deal! Highlight professionalism, differentiated services and convenient sales.

Method 1. Effect comparison chart to allow customers to fully recognize the effect.

Method 2. Interesting questions and answers to fully understand customers and pave the way for sales.

The third step: Consumption

After understanding the customer needs, we will start selling. Everyone knows that beauty salons have many projects, so Every beautician spends a lot of time memorizing information. We also find that customers usually buy items that the beautician is familiar with. Unfamiliar items are naturally promoted less or even not at all. Customers feel that the items are single and satisfying. Not all customers.

Benefits 1. The system comes with an electronic project introduction booklet. 1. Babies no longer have to memorize information by rote. They can just read it to customers, and customers will naturally know where the value is! 2 Solve your sales problems.

Benefits 2. Place orders in front of customers, making consumption transparent.

Benefit 3. It is clear at a glance how much each product contains and how much is owed to customers; hunger marketing stimulates customers to consume immediately.

Benefit 4. Customer consumption time reminders are helpful for controlling service time and avoiding customer complaints.

Step 4: Cashier

It is clear at a glance what content the customer consumes, how much they should be charged, how much they owe us, and how many vouchers they have! The cashier only needs to read it out and confirm verbally with the customer, making the checkout convenient.

Benefits 1. The customer’s consumption content and amount are clear at a glance, avoiding incorrect deductions for customers!

Benefit 2. Customers have outstanding balances and vouchers, and there are reminders to easily stimulate customers to make up the balance and spend money immediately.

Benefit 3. It is convenient for financial and bank accounts to be checked and reconciled, and the payment method of each amount is clear at a glance.

Benefit 4. Provide value-added services to customers while making it convenient for employees to consume.

Customers will receive text message reminders every time they make a purchase at our home, which is as safe as a bank. Any changes in accounts will be reminded via text messages, ensuring transparency in consumption, increasing customers’ sense of security, and providing added value to customers. Serve.

Customers do not need to download and install, nor do they need to bind and register. They can check their consumption status (membership card balance, remaining number of treatments, points voucher balance, etc.) on their mobile phones anytime and anywhere. discount privileges, etc.).

While checking their consumption, customers can also participate in our first big red envelope, daily red envelope, lottery, VIP privileges, Easter egg surprises and other activities to stimulate on-site consumption and cultivate customer stickiness.

Reduce sales pressure on employees!

There are also satisfaction reviews, 24-hour family consultants, corporate culture, publicity and promotion, recent events, and customer notices!

Step 5: Make an appointment

We were sick and the doctor asked us to take medicine three times a day. However, we only took medicine once every three days. Will it be effective? ? Do we blame the doctor? The same goes for beauty treatments. It should be done once every three days, but customers only do it once every three months. No matter how good the beauty program is, it can’t be prepared well and doesn’t cooperate with our customers;

However, customers spent money and didn’t see it. When it comes to the results, we blame the beauty salon. This is really our fault. Because we are in the service industry, we should improve our service and professionalism. Therefore, before sending customers away, we must stand in a professional position and do a good job for them. Plan the treatment and make an appointment for the next time.

The treatment plan is very simple: "Sister The second time effect is the best!” This sentence avoids two problems:

① Tell the customer the function, features and precautions of the project; let the customer clearly understand what the curative effect is; how to cooperate with us The effect is good, when should I come next time. If we emphasize this to the customer every time, even if the customer doesn't cooperate and it doesn't work, the customer will know that it was caused by her own lack of persistence.

② This will pave the way for the beautician’s next follow-up and sales. If you call her next time, she will not hang up on you again. She knows that you are responsible for her by reminding her!

Benefits 1. Before the customer leaves: Plan the treatment course and make an appointment again to increase the customer attendance rate and ensure the curative effect.

Benefit 2. After the customer leaves: fill in the service record and set the next reminder time, so you no longer have to worry about employees forgetting.

Benefit 3. It is clear at a glance how much commission the employee will receive for serving this customer.

Step Six: Differentiated Services

The competition in the modern beauty industry is fierce, and the real battle is: results and services. Making differences, achieving results, meeting customer needs, solving customer problems, and winning customer recognition will be the only way for us to grow and develop. Therefore, if you want to do a good job in customer management and after-sales tracking, please be sure to do the following 6 Points:

1. Professional return visit:

From a professional perspective, follow up on time and quantity to remind customers to come to the store for care on time, reflecting professionalism, increasing the rate of customers entering the store, and ensuring curative effect.

2. Physical therapy suggestions:

The current physical therapy situation, treatment plan, precautions, next treatment time, etc. are sent to the customer in text, making the customer feel warm.

3. Return visit from your best friend:

Treat every customer as your best friend, give them meticulous care, and make your customers trust and rely on you more;

① Customers’ parents, spouses, children’s birthdays and wedding anniversaries—set annual reminders to prepare gifts and add a sense of ritual to life.

②Customer’s menstrual history, before, during, after menstruation, and ovulation period - set monthly reminders to remind you of things to pay attention to and create special effects for the project.

③ Customers on business trips, trips, important schedules - set regular reminders, weather, scenic spots, Internet celebrity snacks, etc., to give customers suggestions and care.

4. Special files:

Record the customer’s special treatment effects, effect comparisons, preferential plans, etc. in text form.

5. Image data:

Record the customer’s special treatment effects, effect comparison, payment vouchers, test reports, etc. in the form of pictures.

6. Implement the 137 return visit system:

For new customers who come to the store for the first time, and customers who purchase our new products/treatments for the first time, adopt the 137 return visit system to reflect professionalism , guaranteed efficacy.

①Day 1 after treatment: Return to visit the customer about their feelings, body/skin condition, and advise on precautions.

②On the 3rd day after care: Return to visit to improve the situation, share other customer cases, increase confidence, and remind the next appointment time.

③On the 7th day after treatment: Remind customers to make an appointment and be sure to arrive at the store on time for care according to the treatment plan to ensure the curative effect. Beautician service reception process 2

Beauty consultant reception process 1. Welcome and guide

①Membership consultants wear work clothes according to the morning and evening shifts every day, put on light makeup, and look good After the appearance is standardized, the card is clocked in, and the 5 business cards are neatly placed in the pocket of the work clothes. The top consultant sits in the first seat designated by the front desk, with a smile on his face and his eyes attentive.

When greeting guests and taking guests away When entering the door, all consultants stood up and said in unison: "Good morning/good noon/good afternoon/good evening, welcome!"

②The top consultant immediately greeted the guest with a smile and extended his left hand. / Right hand (looking in the direction of the consultant's designated meeting place) said: "This way please". The way to guide (right hand from the waist 45 degrees from the five fingers together, palm upward)

③ Take the guest to the consultant room (guide the guest to two chairs facing away from the door), the consultant quickly pulls the chair and asks When the guest sits down, the top consultant introduces himself with a smile, hands over his business card, and asks for the guest's last name.

Beauty consultant reception process 2, take a seat and introduce yourself

Consultant: "Hello! I am the consultant of XXX Beauty SPA Club, my name is XXX, may I ask your last name!"

Customer: "My surname is Wang."

Beauty consultant reception process 3. Tea service (tea service can be assisted by the greeter or the first, second, and beautician)

Consultant: "Ms. Wang, our club provides free services to members Carefully prepared cold water, warm water, XX and other drinks, which one do you need?

Customer: "XX Tea Bar"

Consultant: "This is the XX tea you need , please use it slowly!” (See the photo standard on the upper right side of the guest on the table, palms facing up at 45 degrees, indicating naturally) (Sitting posture: At this time, the consultant sits down and leans forward slightly, maintaining an inclination of 45 degrees with the guest, facing Smile and close your legs

When communicating with guests, you can sit 2/3 of the way up the chair, keep your abdomen in and chest out, look sincerely at the center of the customer's eyebrows, and behave generously, warmly and politely with your hands. Put it naturally on the table, with sincere and friendly eyes, and don’t look away)

Beauty consultant reception process 4. Ask the customer’s source of media

Consultant: "Ms. Wang, is this your first time at XXX Beauty SPA Club today? Did you see an advertisement or was introduced by a friend? (The consultant first understands the source of the customer, understands the customer's daily care and the history of related care in which clubs. And registered in the new customer file registration card), did you drive here, or do you live near us? Are you in a hurry today?

Note: 1. Consultation on club projects, life Guiding communication on beauty, SPA, slimming, equipment, treatment, etc.;

2. Leave the customer’s detailed address and phone number to register on the new customer information card;

Customer: "I was introduced by a friend to consult on care."

Beauty consultant reception process 5. Understand the customer's needs

Customer: For example: Today you mainly want to improve your face, Body, SPA, etc., or...? (ask according to specific circumstances)

Beauty consultant reception process 6. Introduction to XXX Beauty SPA Club

Consultant: "Ms. Wang, XXX The beauty SPA club is the largest in XX City, with the most elegant environment, the most unique technology and strong professionalism. It gathers internationally advanced high-tech beauty and body care equipment, takes health as the guide, improves the sub-health condition of the human body, and achieves health and beauty from the inside out. Yinchuan's premier large-scale comprehensive club.

(The consultant took out the center member’s treatment booklet and pointed to the pictures to briefly introduce) Among them are Shanghai Dongyantang beauty products, which combine skin care with beauty treatments to make the skin perfect and beautiful. Charlotte from Germany, and British brand Qianmei is an original brand, with SPA facilities, and the most distinctive feature is our unique technology.

Beauty consultant reception process 7. Taking guests to visit

Consultant: "Ms. Wang, Can I take you to visit our environment and advanced equipment now, and then decide on the project to choose based on your needs?" (See the new customer visit process standards)

Beauty consultant reception process 8. Return Consultants asked about their feelings after the visit and recommended projects

Consultant: "Ms. Wang, I just took you to visit Jin Beibei Beauty Club. How do you feel? What kind of Jin Beibei projects are you interested in?" What aspects of improvement do you need?

(Guide the way back to the consultant room, ask the guest about their feelings and purpose after the visit, understand the guest's needs during the visit, and observe the guest's interest throughout the process in order to provide targeted solutions. ) Beautician service reception process 3

Consultation link

1. Welcome: When the customer walks in, the beautician receptionist should smile and cross his hands. Say hello in the abdominal position: "Hello, welcome, the beauty is Huacai, please come this way. ".

2. Store manager reception: The store manager should look at the customer face to face or at a 45-degree angle, and introduce himself with a smile, "Hello, I am the store manager Wang Yan, welcome, please. . . ? ”

3. Store manager: “Ms. Yao, now is our store celebrating the International Health and Beauty Culture Festival. Our store has won the designated candidate unit of the Beautiful Angel TV Contest. It is your first time here today, so I will take you first. Take a tour of our environment and equipment. Can you please experience the standard service for another half hour?

4. Change customer service: Take the customer into the changing room, place the customer uniform in the locker, and tell the customer, "Ms. Yao, please change into the customer service uniform first. This is specially prepared for you and has been disinfected."

5. Introduce the beautician: After changing the customer service, the customer takes him into the beauty room and introduces the beautician: "Ms. Yao, this is a very good beautician in our store. Her name is Rose Water. The store is very popular with old customers. She will serve you today. If you have any needs during the service, you can contact me directly. I am the store manager Wang Qin. Do you remember? .

6. Instructions to the beautician: "Miss Yao will be left to you, serve her well."

2. Care session: Feel the standard disassembly Please

Don’t talk about any product issues (except when asked by customers themselves), just talk from heart to heart.

1. Serve tea:

X Miss Yao, please drink a cup of our special rose beauty tea first. It has a very good beauty and detoxification effect, especially before the treatment, and then Our techniques and products will give you better results for your skin.

2. Relax your head, shoulders and neck (before massage)

Miss Yao! Let me first give you a head, shoulder and neck massage to completely relax you. The effect of this treatment will be very good! It can open your acupuncture points, slow down muscle fatigue, and help your skin absorb nutrients better.

3. Cleansing:

Miss Yao! Now, let me clean your skin for you. This is our grape seed essence facial cleanser. It has very good cleaning power because it is made of microcapsule wrapping technology, which can break down impurities first and then wrap them out without causing dizziness. It dyes the skin, and it contains silk, so there is no tightness after cleansing. After cleansing, your skin will be white, tender and smooth, which is most suitable for your skin!

4. Conditioning:

Miss Yao! Now I will replenish the stratum corneum for you, rose vitality lotion, which can fully replenish the moisture of the stratum corneum, adjust the pH value of the skin, and activate the vitality of the horny cells to absorb more nutrients. At the same time, rose essential oil is added here. Many customers apply it all over their bodies and use it as perfume. It smells particularly good

5. Exfoliation:

Miss Yao! What I am going to do for you now is exfoliation, because as we age, our skin ages and dies

Skin cells will attach to our skin, making our skin gray, dull, and Nutrients cannot penetrate well, so we need to remove the aged cutin attached to the surface of your skin so that our skin can better absorb nutrients.

6. Massage:

Miss Yao! I am going to start massaging you now. Our massage products use original solution, that is, essence for massage. They are pure plants and can be dissolved in water. The penetration is very strong and can be completely absorbed by the skin without the need to wash it off.

It is also a unique personalized regulation plan, called one person, one prescription per season. You can completely relax your body and mind during the massage. Our method is called the 28-day Lucky Face Changing Massage. Designed by combining the concepts of traditional Chinese and Western medicine

Firstly, it can regulate the sub-health of the body, secondly, it can promote lymphatic detoxification, and thirdly, it can improve the muscle texture of the face. In your daily care, do you prefer lighter or heavier techniques? One point, if you feel that my strength is not appropriate, please tell me in time and I can adjust the severity of the technique to better serve you!