I. Standard Front Desk Consultation Process
The front desk is the most critical window of a beauty salon, reflecting its "essence" and reassuring customers. It is also the first crucial step in understanding customer needs, identifying sales opportunities, and retaining customers. Therefore, professional and detailed consultations are essential. How can one excel in this role? The key is to think like a doctor.
II. Purpose and Importance of Front Desk Consultation
1. Analyze the skin.
2. Identify the skin type and detect existing issues.
3. Educate on how to care for the skin.
4. Determine the treatment process using appropriate products.
Eye Contact: Be kind, firm, appreciative, and concerned.
Self-introduction: Hello! I am your beauty consultant at XX, and I’m delighted to serve you.
Customer Introduction: May I ask your name?
Inquiry: Are you just passing by? Referred by a friend? Seen an ad in the newspaper? Where have you previously received care? What products have you used? What problem do you most want to improve? And...? (Understand the problems the customer wants to solve and compliment them: You're someone who strives for perfection.)
III. Fill Out Forms with Care
Doctor: Front Desk Staff (Store Manager, Consultant)
Registration: Complete the customer consultation form
Diagnosis: Understand medical history
1. What products are currently or have been used? Brand? Price? (Have quick-effect products such as spot removal, whitening, acne treatment been used? For how long? Have there been any symptoms like peeling or swelling?)
2. Where has previous care been received? What treatments were involved? Price?
3. Any past symptoms?
Medical Record Establishment: Make detailed records
Prescription: Tripartite prescription (Home care, treatment product prescription)
Instructions: Methods of using home care products, timing of care, and precautions
Follow-up Appointment: Weekly care/Intensive adjustment every three days for problematic skin
Cure: Long-term maintenance (Humanized course design)
Consolidation: Follow-up visits, building loyalty, and long-term membership