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:
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:
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.
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.