Car Beauty Shop Service Etiquette Knowledge
A car beauty shop is a service-oriented enterprise, and service etiquette is particularly important. Etiquette refers to the behavioral rules formed in social interactions. Specifically, it manifests as politeness, appearance, and ceremony. For individuals, etiquette can establish self-esteem, enhance self-respect, confidence, and self-love, paving the way for interpersonal interactions in society and handling various relationships. In modern society, whether in public places or private gatherings, as long as one interacts with others, their attire, speech, and behavior will be noticed by others and leave a deep impression. It can be said that the quality of an individual's external image directly affects the success or failure of their social activities. Car beauty shops should consider the construction of employees' service etiquette as an important task in developing the car beauty industry and building a brand.
(I) Reception Etiquette
Welcoming and seeing off customers is the most basic activity in a beauty shop and an important part of daily operations. It is an important aspect of expressing the shop's goodwill and demonstrating politeness and cultural cultivation. Especially when welcoming customers, it is crucial to leave a good first impression to lay the foundation for further contact.
1. Active Greeting
When a customer approaches the beauty shop, the receptionist should warmly greet them: "Hello, welcome to Best," then lead the customer into the reception room.
2. Enthusiastic Reception
When receiving customers, the staff should be proactive, enthusiastic, 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 business cards, discount cards, etc., to the customer. If there are many customers, they should be served in order of arrival without prioritizing familiar customers. If the customer is looking for an employee who is not present, inform them where the employee has gone and when they will return. Request the customer to leave their phone number and address, clarifying whether the customer will visit again or if the employee will contact them. When the customer is waiting at the shop, provide them with reading materials for entertainment. You may also invite the customer to view the displayed beauty products and introduce the features of each item. However, avoid aggressively pushing products on the customer.
3. Proactive Introduction
When a customer requires car beauty services, the receptionist should immediately inform the relevant supervisor. If it is necessary to guide the customer to another office, note the following: First, while guiding in the corridor, the receptionist should stay two or three steps ahead of the guest, coordinating pace, allowing the guest to walk on the inside. Second, when guiding on the stairs, let the guest walk ahead when going up and behind when going down, ensuring their safety. Third, when using the elevator, the receptionist should enter first. Fourth, in the living room, after the guest enters, indicate a seat with a gesture, wait until the guest sits down, then nod before leaving. If the guest mistakenly sits in the lower seat, politely ask them to switch to the upper seat (generally, the side closer to the door is considered the lower seat).
(II) Car Handover Etiquette
1. Car Receiving Etiquette
(1) When the car owner arrives at the store, the person responsible for receiving the car should actively greet them and use standardized gestures to guide them to the parking position.
(2) After the car has stopped, open the door for the owner, inquire about the specific beauty services needed, and skillfully quote the price. Based on the situation, you can recommend other services, but do not insist if the customer declines.
(3) After agreeing on the service items, if the customer decides not to proceed, do not pressure them.
(4) Check the items inside the car and suggest the owner remove any valuables.
(5) Lead the guest to the rest area.
2. Car Delivery Etiquette
(1) When delivering the car, proactively introduce the results of the car beauty treatment. For example, after waxing, explain how it prevents UV rays and recommend the customer return for another waxing session in a month.
(2) Introduce daily car care knowledge to the owner.
(3) When seeing off the customer, stand appropriately behind the car and use gestures to guide them out. Wave goodbye as the car passes by.
3. Operational Service Etiquette
(1) During the operation, if the car owner is watching, staff should introduce product functions and maintenance knowledge.
(2) While cleaning the interior, do not play with or steal any car accessories.
4. Telephone Etiquette
Answering and making calls is a skill; answering a call well can win a customer, while answering poorly can lose one.
(1) Answering Procedure
(2) Answering Techniques
- When the phone rings, answer quickly. Use your left hand to hold the phone so your right hand is free to take notes. Begin the conversation with "Hello" and state the name of the shop. If the phone rang for some time, apologize upon picking up.
- If there is noise or line interference making it difficult to hear, explain the situation and request the caller to speak louder. Repeat key points for confirmation. If still unclear, ask for the caller's number to arrange a callback.
- For calls seeking a specific person, if the person is present, notify them to come to the phone. If absent, ask the caller if they need a message relayed or if the specific person should return the call.
- If unable to immediately transfer the call, inform the caller that the specific person is busy and ask if they would like to try again in five minutes.
- When ending the call, say "Thank you, goodbye" and wait for the caller to hang up first.
3. Important Points for Answering Calls
(1) Answer the phone promptly.
Hearing a greeting immediately after dialing will make the caller feel pleasant, facilitating smooth communication and leaving a good impression of the beauty shop.
(2) Maintain a cheerful attitude.
Keep a positive mood while on the phone. Even though the caller cannot see you, they can sense your happiness through your tone, leaving a great impression. Since facial expressions affect voice changes, maintain the mindset that "the caller is watching me" and listen enthusiastically to assist the customer.
(3) Speak clearly and brightly.
Avoid smoking, drinking tea, or eating snacks during calls. Lazy postures can be "heard" by the caller. If lying back in a chair, your voice may sound lethargic. Sitting upright will make your voice pleasant and energetic. Treat every call as if the caller is 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 dismissed lightly. Even if the person sought is unavailable, avoid simply stating "they're not here" and hanging up. Ask for the reason for the call to prevent miscommunication. Record the purpose carefully, even if you cannot handle it personally, and politely inquire further to ensure nothing is missed while gaining the caller's favor.
(5) Clearly and carefully record the content of the call.
Record details such as the caller's organization, name, and matters discussed.
(6) Hang up politely.
To end the call, the caller should initiate the conclusion. Both parties should politely bid farewell with "goodbye" and wait for the other to hang up first. Avoid abruptly ending the call.
4. Common Mistakes in Phone Language
Common mistakes in phone language are listed below:
| Incorrect Phone Language | Correct Phone Language |
|--------------------------|------------------------|
| Hey | Hello |
| Who is this? | May I know your name? |
| Wrong number! | Please hold, I'll transfer you. |
| What’s up? | How may I assist you? |
| I want *****! | Is ***** available? |
| He’s not here! | He’s temporarily away, would you like to leave a message? |
| Can't hear you! | Poor connection, could you repeat that? |
5. Social Etiquette
1. Methods of Introduction and Being Introduced
(1) Regardless of the form, relationship, purpose, or method of introduction, one should take responsibility for the introduction.
(2) In direct face-to-face introductions, introduce the person of lower status to the person of higher status. If uncertain, introduce the younger person to the older one. Within the company context, introduce your own company members to those from other companies.
(3) When introducing multiple people, start with the person of the highest status.
(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 younger, introduce her to the man.
2. Acceptance and Storage of Business Cards
(1) Present your business card to elders or superiors first.
(2) When handing over your business card, face the text towards the recipient, use both hands, and clearly state your name while presenting it.
(3) When receiving a business card, accept it with both hands, look at it immediately, correctly remember the name, and store it properly. If encountering unfamiliar characters, ask immediately.
(4) Safeguard received business cards for easy retrieval.
Six Golden Rules of Service Industry
1. Yes
2. Okay
3. Let me handle it
4. Immediate improvement
5. I will pay attention
6. Thank you for your patronage
Smiling service is a virtue. When you face the mirror to tidy up your appearance each day, and when you smile, it not only makes you feel happy and energized but also presents a renewed self to customers. Share your good mood with everyone. Such a simple smile can produce unexpected results. Conversely, poor emotions will inevitably affect the customer's experience and the overall mood of the group. Therefore, "smiling" is an outward expression of good cultivation and a virtue!
This article is from China Auto Beauty Talent Network www.qcmrrc.com