If you’re a business owner who relies on your employees to be the first point of contact with a potential customer, then you know just how important that friendly, helpful service with a smile is. After all, the ability to create a lifelong customer resides in that employee’s hands. Even if your product or service is excellent, if it’s not backed up with team members working for you who will go the extra mile, then it is that unfortunate exchange or experience that what will be remembered.
At DASHA®, a client experience begins the moment a client walks through our doors. Here are some ways to train your front of house staff to keep the customers coming back and asking for more:
Be clear in your work wardrobe requirements. It’s a visual world and we take in people, particularly strangers, with our eyes all day long. It’s important to always look clean, presentable, polished and approachable. If your team members don’t wear uniforms, set specific guidelines about lengths of garments, colors when necessary, jewelry and piercings, hair and facial hair.
Provide a sample script. It’s helpful for a new employee to have a script of what he/she should say and how to go about engaging a client for reference. Decide how you want your customers greeted verbally when they come into your establishment for business. Similarly, teach your team how to ask questions and be curious. Ultimately your customers want to feel that their needs are taken care of, and asking questions is an excellent way to demonstrate the desire to fulfill those needs.
Consider role-playing scenarios as part of new hire training. In doing this, your new hire can learn all of the appropriate ways to handle a variety of situations.
Develop training incentives to boost morale. A great front of house team helps your business to make more money. Figure out how best to reward model behavior and actions – whether it’s through Customer Service of the Month titles, bonuses, gift cards or something else.
Don’t underestimate the importance of phone training. Yes, we live in a texting and emailing world, but people still pick up the phone. It’s imperative your team speak clearly and be helpful on the phone as well. Make phone training part of your new hire on boarding process as well.
DASHA® Enterprises, LLC works with independent practices and servicing providers that offer an integrated holistic solution to reach your total body well-being. The “independent client providers” share our philosophy of total body health and work with us to bring you an all-inclusive experience.
DASHA® is a luxury lifestyle brand and New York City-based wellness center created to offer a truly holistic approach to wellness. To learn more, visit dashawellness.com.
