Here’s a quick salon telephone tip which is oh-so-effective. It needs a bit of practice to get it spot-on, but once you’ve got the hang of it you’ll love it. And so will your salon team.

What’s more – it’s free.

Build rapport quickly and hook new salon clients on the ‘phone

This tip is another ‘Wow Winner‘ – it’s that good.

You’ve almost certainly heard body language experts talking about ‘mirroring’. It’s a great marketing tool to build rapport and bond with clients (especially potential new ones).

This easy, but very effective technique, can be used on your salon ‘phone or face to face. The main skill involved is listening.

Doesn’t sound too difficult, does it?

Improve your salon telephone skills with one easy trick

When talking on the ‘phone simply make a mental note of the key words and personal phrases the other person uses. Then replay (mirror) those words back.

The easiest way to explain is with an example. Let’s take a potential new hair salon client telephoning your receptionist. The conversation goes like this:

POTENTIAL NEW SALON CLIENT: “I’m looking for a friendly, experienced hair stylist. I need someone who is particularly good with colour, although I don’t want anyone too expensive. I do need an appointment urgently. Thursday after work would be ideal for me. And do you have Wi-Fi in your salon as I generally like to work whilst having my hair done?”

To use the mirroring tool your salon receptionist should listen and note the keywords and personal phrases used. Then simply replay them back to the new client.

Let’s compare these two possible responses:

SALON RECEPTIONIST A: “We do have Katie, who is a senior hairdresser, available. Although she is a colour expert, she doesn’t cost too much. We are open late on Thursdays if you need an appointment quickly. And yes, we do have Internet in the salon for our clients’ use.”

On the face of it, this sounds quite friendly and seems to answer all the questions the potential new salon client has.

However, if your receptionist introduces mirroring the conversation becomes so much more powerful.

Playing back a few keywords and personal phrases makes a far bigger impact on the client. Particularly note the words/phrases I’ve highlighted in italics in my second example below.

SALON RECEPTIONIST B: “Katie is one of our most experienced hair stylists and very friendly. She is particularly good with colour and isn’t too expensive. I understand you need an appointment urgently and we can do Thursday after work for you. And yes, we do have Wi-Fi in the salon so you will be able to work whilst having your hair done.

 

Better telephone skills mean more new salon clients – here’s how.

As you can see, Receptionist B. echoes the new client’s key words unlike Receptionist A. who uses words with similar meanings. But not the same words as the new client.

So in the second example we have:

experienced stylist” not “senior hairdresser”

“particularly good with colour” not “a colour expert”

“expensive.” not “doesn’t cost too much”

“urgently” not “quickly”

“Thursday after work” not “we are open late on Thursdays”

“Wi-Fi” not “Internet”

“whilst having your hair done” not “for our clients use”

This repetition (mirroring) of her exact key words and phrases makes the potential client feel more comfortable. It is mirroring her personal vocabulary and makes her feel she is getting exactly what she has asked for. Most importantly, she’s much more likely to book that all important first visit.

Mirroring is an easy telephone skill to learn and a great way to get new salon clients. Try it. It’s a sure ‘Wow Winner’.

 

If you want to learn more about the importance of body language in your hair or beauty salon try this blog post.