Salon Management Tips from SalonBiz Software

Expanding on the concept of interactive content and the front desk participating in their own training, you can design a front desk meeting for and from the front desk. Using role play to bring known problems into a “classroom” environment, analyze real life scenarios of the most challenging situations that we are facing every day. Everyone will leave the meeting feeling empowered, confident and with some great tools to handle even the most challenging situations.

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Set

• Interview the front desk on what they find to be the most challenging situations they are facing. That could be client, employee, operations etc.
• Select 4 to 5 scenarios to address depending on the time allowance you have for the meeting.
• The meeting organizers, (manager, yourself, lead front desk) should script each scenario building in the script several areas of service failure.
  Tip: Watch this does not turn into a bad sitcom. It has to portray a failure of service but not over the top, make sure you remain realistic and relevant.
• Rehearse, rehearse, and rehearse each scenario with a partner. The key to role play is that content is delivered fluently.
  Tip: The scenario should always be an interaction between at least two people, never a monologue.

Ready

• Role play the scenarios.
  Tip: Provide a realistic environment. If you are supposed to be behind the desk, be behind the desk; do not sit at a chair.
• Provide areas of attention guide for front desk members to evaluate and comment. See below a sample.
• Discuss observations with the group.
  Tip: Write observations and solutions on a flip chart.

Go

• Ask a senior front desk member to repeat the role play for the group.
• Ask from the group to evaluate and comment.
• Address your training documents based on findings and feedback.
• Summarize findings and distribute to the front desk group.

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