Car Beauty Shop Service Etiquette
A car beauty shop is a service-oriented enterprise, and service etiquette is particularly important. Etiquette refers to the behavioral rules formed by people in social interactions. Specifically, it is manifested as politeness, appearance, and ceremony. For individuals, etiquette can establish self-respect, enhance self-esteem, confidence, and self-love, paving the way for interpersonal interactions in society and handling various relationships well. In modern society, whether in public places or private gatherings, as long as one interacts with others, their external image, including clothing, speech, and behavior, will be noticed by others and leave a deep impression. One could say that the quality of an individual's external image directly relates to the success or failure of their social activities. Car beauty shops should regard the construction of employee service etiquette as an important task for developing the car beauty industry and building a brand.
(I) Reception Etiquette
Welcoming and seeing off customers are the most basic activities in a beauty shop and an important part of daily operations. It is also an essential aspect of expressing the shop's goodwill and demonstrating politeness and cultivation. Especially when welcoming customers, it is crucial to leave a good first impression, laying the foundation for further contact.
1. Proactive Greeting
When a customer approaches the beauty shop, the reception staff should proactively go out and warmly greet them: "Hello, welcome to Best." Then lead the customer into the reception room.
2. Enthusiastic Reception
When receiving customers, be proactive, warm, generous, and provide smiling service. After the customer enters the reception room, invite them to sit down, offer water or tea, and say, "Please enjoy your tea." Then understand the customer's needs and present the shop's business card and discount cards. If there are many guests, follow the order of arrival without prioritizing familiar customers. If the employee the guest is looking for is not available, clearly inform the guest where the employee has gone and when they will return. Ask the guest to leave their phone number and address, specifying whether the guest will visit again or if the employee will contact them. When the customer waits at the beauty shop, provide leisure reading materials. You can also invite the customer to browse the displayed beauty products and introduce the features of various items seriously. Avoid aggressively promoting products to the customer.
3. Active Introduction
When the customer requires car beauty services, the receptionist should immediately inform the relevant person in charge. If you need to guide the customer to another office, note: First, in the corridor, the receptionist should stay two or three steps ahead of the guest, coordinating the pace and allowing the guest to walk on the inside. Second, on the stairs, when guiding the guest upstairs, let the guest walk ahead, with the receptionist following behind. If going downstairs, the receptionist should walk ahead, ensuring the guest's safety. Third, in the elevator, the receptionist should enter the elevator first. Fourth, in the living room, when the guest enters, the receptionist should gesture to invite the guest to sit down. Once the guest is seated, the receptionist may nod and then leave. If the guest mistakenly sits in the lower seat, invite them to switch to the upper seat (generally, the side closer to the door is the lower seat).
(II) Car Handover Etiquette
1. Car Reception Etiquette
(1) When the car owner arrives at the store, the car receiver should actively greet them and use standard gestures to guide them to the parking position.
(2) After the car stops, open the car door for the owner, inquire about the beauty service details, and proficiently quote the price. Depending on the situation, recommend other service items to the guest, but do not force them if the guest declines.
(3) After agreeing on the service items, do not insist if the guest indicates they do not accept.
(4) Count the items inside the car and suggest the owner remove valuable items.
(5) Lead the guest to the waiting lounge.
2. Car Delivery Etiquette
(1) When delivering the car, actively introduce the results of the car beauty service. For example, after waxing, explain how the wax protects against UV rays and recommend the guest return for another waxing session in a month.
(2) Introduce daily care knowledge to the car owner.
(3) When seeing the guest off, stand appropriately behind the car, use gestures to guide the car out, and wave as the car passes by.
(III) Operation Service Etiquette
1. During the operation process, if the car owner is watching, the staff should introduce the product functions and maintenance knowledge to them.
2. When cleaning the interior of the car, do not play with the car's interior decorations, and absolutely do not steal or hide anything.
(V) Telephone Etiquette
Answering and making phone calls is a skill; answering a call properly can win a customer, while mishandling it might lose one.
1. Answering Procedure
2. Answering Techniques
(1) When the phone rings, answer it quickly. Use your left hand to hold the phone so your right hand can take notes. Start the conversation by saying, "Hello," and stating the shop's name. If the phone rang for a while before being answered, say "Sorry" after picking up.
(2) If noise around you or telephone line issues make it hard to hear, explain the reason, ask the caller to speak louder, and repeat key points for confirmation. If still unclear, ask for the caller's number and agree to call back or change the time.
(3) For calls directed to a specific person, if that person is present, notify them to come to the phone. If not, ask if the caller wants to leave a message or prefers a callback.
If immediate transfer isn't possible, inform the caller that the person is busy and ask if they want a message relayed. If necessary, tell them to call back in five minutes.
(4) When ending a call, say "Thank you, goodbye," and wait for the other party to hang up first.
3. Phone Call Precautions
1) Answer the phone promptly.
Hearing a greeting immediately after connecting creates a pleasant experience, facilitating smooth dialogue and leaving a good impression of the beauty shop.
2) Maintain a joyful mood.
Stay in a good mood while on the phone. Even though the other party cannot see you, they can sense your happiness through your tone, leaving a great impression. Since facial expressions affect voice changes, treat the call as if the other party is watching you, listening enthusiastically and helping the customer solve problems.
3) Speak clearly and brightly.
Avoid smoking, drinking tea, or eating snacks during the call. Even lazy postures can be "heard" by the other party. If you're slouched in a chair, your voice will sound lethargic. Sitting upright will make your voice pleasant and energetic. Treat each call as if the other person is right in front of you, paying attention to your posture.
4) Understand the purpose of the call.
Each call during work hours is important and should not be handled casually. Even if the person sought is unavailable, avoid simply saying "they're not here" and hanging up. Try to ascertain the reason for the call to avoid misunderstandings. First, understand the caller's purpose. If unable to handle it, record it carefully and gently inquire about the caller's intent, preventing missteps and gaining their favor.
5) Record the conversation content accurately.
Record details such as the caller's organization, name, and matters discussed.
6) Hang up politely.
To end a phone conversation, the caller should usually initiate it. Both parties should courteously bid farewell, saying "Goodbye," and only hang up after the other party does so. Avoid abruptly ending the call.
4. Common Incorrect Phone Phrases
Common incorrect phone phrases are shown below:
| Incorrect Phrase | Correct Phrase |
|------------------|---------------|
| Hello? | Hello |
| Who is this? | May I know your name? |
| You dialed wrong!| Please hold, let me transfer you. |
| What's up? | Can I help you with something? |
| I want *****! | Is ***** available? |
| He's not here! | He's temporarily away. Would you like to leave a message? |
| I can't hear you!| The phone connection is poor. Could you repeat that? |
(VI) Social Etiquette
1. Ways and Methods of Introductions
(1) Regardless of the form, relationship, purpose, or method of introduction, responsibility for the introduction should be taken.
(2) In direct face-to-face introductions, introduce the person of lower status to the person of higher status. If difficult to judge, introduce the younger person to the older one. In terms of company relations, introduce your own company’s personnel to those from other companies.
(3) When introducing multiple people, introduce the person of highest status first.
(4) In introductions between men and women, introduce the man to the woman first. If there is a significant difference in status or age, and the woman is young, introduce her to the man first.
2. Acceptance and Preservation of Business Cards
(1) Business cards should be presented first to elders or superiors.
(2) When handing out your business card, ensure the text faces the recipient, using both hands and clearly stating your name as you present it.
(3) When receiving someone else's business card, use both hands to accept it, look at it immediately, correctly remember the person's name, and then put it away. If you encounter difficult-to-recognize characters, ask immediately.
(4) Properly preserve received business cards for easy retrieval.
Six Golden Rules of the Service Industry
1. Yes
2. Alright
3. Let me handle it
4. Immediate improvement
5. I'll pay attention
6. Thank you for your patronage
Smiling service is a virtue. When you look at yourself in the mirror every day to tidy up your appearance, and when you smile, it not only makes you feel happy and energetic but also presents a new and refreshed self to the customers. Give your first smile to the customers and share your good mood with everyone. Such a simple smile can have unexpected effects. On the contrary, bad moods will inevitably affect the customers' feelings and the overall mood of the group. Therefore, "smiling" is an outward expression of good manners and a virtue!
Please cite http://www.qcmrrc.com/ for reprints regarding car beauty recruitment.