When someone walks through the door it is one of the most important times in your service.
Greeting a customer in a way that they feel comfortable in your space differs from one person to the other, but there are certain guidelines that one can follow to help people feel more at home in your barbershop.
LOOK AT IT FROM THEIR POINT OF VIEW
Studies have shown that the anxiety level of a new client walking into a barbershop situation is high with ‘someone ignoring them’ listed as the major complaint. I don’t know when the last time you were as customer in a barber shop, but take a moment now to put yourself in your customer’s shoes and think about how you would react if you were ignored walking into a shop. I recommend that you go to another shop the next time you are on vacation and see how you are greeted, and take a look at the service you are given so that you can see what it is like to get a good or bad service.
GREET SOMEONE WITHIN THE FIRST TEN SECONDS
Everyone wants to feel important. It doesn’t matter if your barbershop is a walk-in establishment or by appointment only, you should either acknowledge someone right as they walk in the door, or have someone that greets them for you. Whether this is an apprentice or receptionist it doesn’t matter you should make sure everyone through the door feels like they are welcomed and appreciated. Do you best not to just yell hello at them, keep things tempered and ask them how they are doing and how you can help direct them.
EYE CONTACT AND A SMILE
Look up and grab the customers eyes and if you are feeling up to a little smile, smile. This creates an immediate sense of welcoming to anyone that crosses through the doors of your establishment. If you are too busy with another customer let them know that you will get to them ASAP. Fair warning, don’t flash fake smiles, because those are insincere and people can see right through that. It’s okay to just acknowledge someone and let them know they are special, but if you can do it with a smile that is genuine, it will go a long way.
Do your very best to turn towards the customer and have a relaxed but erect body posture. This instills a sense that you are confident in who you are, as well as ready to help the person that you have just turned to address.
A WARM GREETING
“Good morning”, “Good afternoon”, or “Good evening”, followed by a, “How can I help you today?”, or “How are you today?”, or any variation on this theme is a great way to start a conversation with someone. “Welcome”, or “Welcome back” is a wonderful way to start out as well. These greetings are to the point and will help your customer feel great about themselves. If you have the time and want to be a little more inventive with your greeting, feel free to let loose with a “Good day kind sir,” or a “Very kind of you to come in today, how we can be of service,” it is all up to you in how you present yourself and your establishment.
If you know the customer, say their name right away. Nothing makes me feel more at home than walking into a place and having someone look me in the eyes with a smile and welcome me with my name. That alone will get me coming back time and time again. If you aren’t good at remembering names, there are many memory tricks that you can work on, find one that works for you and start trying to implement it. I try and add people to my social media and then spend a little time browsing their profile. The next time they come in I have an idea of who they are and it helps me bring their name to mind.
My name is...
Make it an unforgettable experience.