The reception process of beautician service, service industry and customer experience are very important. The reception process of beauty salons directly affects the service quality of beauty salons and determines whether customers will come again next time. The reception process of beautician service is shared as follows.

Hairdresser service reception process 1 Step 1: Enter the customer file and register as a member.

When a new customer arrives at the store, the first thing to do is to write down her name and phone number, because only by leaving her contact information can we follow up.

Benefits: 1, name and phone number are required to facilitate later contact and avoid becoming a dead customer.

Benefit 2: duplicate names and mobile phone numbers, to prevent file duplication and avoid the cost increase caused by customers' repeated experiences.

Benefit 3: you can upload the customer's head portrait, which is more recognizable, convenient for employees to collect and makes customers feel more belonging.

Step 2: Consultation

The bigger a regular beauty salon is, the more it pays attention to the customer's consumption experience and the more it pays attention to the consultation. Just like going to the hospital first, the physical and skin conditions of customers are constantly changing.

Previously recommended projects may not solve the current problems of customers, so we need professional explanation, professional face-to-face consultation and reasonable solutions; Customers feel better and it's easier to make a deal! Highlight professionalism, differentiated services and facilitate sales.

Method 1, effect comparison chart, so that customers can fully realize the effect.

Method two, interesting question and answer, fully understand customers and pave the way for sales.

Step 3: Consumption

After understanding the needs of customers, we began to sell. As we all know, there are many projects in beauty salons, and every beautician has to spend a lot of time memorizing information. We also found that what customers buy is usually familiar to beauticians, and unfamiliar products are naturally pushed less or even not. Customers feel that the products are single and cannot satisfy all customers.

Welfare 1, the system has an electronic project brochure, 1 The baby doesn't need to recite the information, just read it to the customer, and the customer will naturally know where the value is! 2 solved your sales problem.

Benefit 2. Place orders in front of customers to make consumption transparent.

Benefit 3, how many goods each product has and how many goods are owed to customers can be seen at a glance; Hunger marketing stimulates customers to spend immediately.

Benefit 4. Reminding customers of the consumption time is helpful to control the service time and avoid customer complaints.

Step 4: Cash register

What customers spend, how much they should charge, how much they owe us, and how many vouchers they have are clear at a glance! The cashier can verbally confirm with the customer as long as he reads it out, which is convenient for the cashier.

Welfare 1, the content and amount of customers' consumption, can be seen at a glance, so as to avoid deducting the wrong expenses for customers!

Benefit 2, customers have arrears and vouchers, as well as tips, which is convenient to stimulate customers to make up the final payment and consumption immediately.

Benefit 3. It is convenient for financial banks to check accounts and reconcile accounts, and the payment method of each money is clear at a glance.

Benefit 4. Provide value-added services to customers and facilitate employees' convenient consumption.

Every time a customer spends money in our home, there will be a SMS reminder, which is as safe as a bank. If the account changes, it will be reminded by SMS to ensure the transparency of consumption, increase the sense of security of customers and provide value-added services to customers.

Customers don't need to download and install, and they don't need binding registration. They can check their consumption (membership card balance, remaining games, the balance of points coupons, discount privileges they can enjoy, etc.). ) anytime, anywhere on their mobile phones.

While checking consumption, customers can also participate in our first big red envelope, daily red envelope, lucky draw, VIP privilege, egg surprise and other activities to stimulate customers' on-site consumption and cultivate customer stickiness. Reduce the sales pressure of employees!

There are also satisfaction reviews, 24-hour family counselors, corporate culture, publicity and promotion, recent activities, and customer notifications!

Step 5: Make an appointment

We are sick, and the doctor makes us take medicine three times a day. As a result, we take medicine once every three days. Will it work? Do we blame the doctor? It's the same with beauty. It should be done once every three days, and customers only do it once every three months. No matter how good the beauty project is, it can't be coordinated with our customers.

However, if customers can't see the effect after spending money, they will blame the beauty salon, which is really our fault. Because we are a service industry, we should improve our service and professionalism. Therefore, before sending customers away, you must stand on a professional standpoint, make a good solution for customers, and make a return visit to make an appointment for the next time.

The course planning is very simple: "Sister X, the XXX project you are doing today is XXX, which is usually done once every X days. According to your physical condition, I suggest you do it on XX for the second time next time! " This sentence circumvents two problems:

(1) Inform customers of the functions, features and precautions of the project; Let customers know clearly what the curative effect is; How to cooperate with us is effective, and when to come next time. If this is the case, we always emphasize it to our customers. Even if the customer doesn't cooperate and it doesn't work, the customer knows that she didn't insist.

Pave the way for the beautician to follow up the sales next time. She won't hang up on you next time you call her. She knows that you are responsible for reminding her!

Benefits: 1 Before the customer leaves: plan the course of treatment and make a follow-up visit to improve the customer arrival rate and ensure the curative effect.

Benefit 2. After the customer leaves: fill in the service record and set the next reminder time, so as not to worry about employees forgetting.

Benefit 3. It is clear at a glance how much commission employees should get for serving this customer.

Step 6: Differentiated service

The competition in modern beauty industry is fierce, and the real fight is: effect and service. Differentiation, achieving results, meeting customers' needs, solving customers' problems and winning customers' affirmation will be the only way for us to develop and grow. Therefore, in order to do a good job in customer management and after-sales tracking, we must do the following six things:

1, professional return visit:

From a professional point of view, follow up and remind customers to come to the store on time for nursing, which embodies professionalism, increases the rate of customers entering the store and ensures the curative effect.

2. Physical therapy suggestions:

Physical therapy, course planning, matters needing attention, and the following nursing time are all sent to customers in words to make them feel warm.

3, girlfriends return visit:

Treat every customer as your best friend, give them meticulous care, and make them trust and rely on you more;

① Birthdays and wedding anniversaries of customers' parents, spouses and children-set up annual reminders to remind them to prepare gifts, so that life has a sense of ceremony.

② The customer's menstrual history, before, during and after ovulation, and ovulation period-establish a monthly reminder to remind the matters needing attention and create special effects for the project.

③ Customers' business trips, travel and important schedules-setting regular reminders, weather, scenic spots, online celebrity snacks, etc. , and give customers advice and care.

4. Special documents:

Record the special treatment effect, effect comparison and preferential scheme of customers. In writing.

5. Image data:

Record the customer's special treatment effect, effect comparison, payment voucher and test report in the form of pictures.

6, completes the 137 return visit system:

For the new customers who come to our store for the first time and those who buy our new products/courses for the first time, the 137 return visit system is adopted to reflect professionalism and ensure curative effect.

① Day 1 day after nursing: pay a return visit to the customer's feelings, body/skin condition, and inform them of matters needing attention.

② Day 3 after nursing: Visit again to improve the situation, share other customer cases, increase confidence and remind the next appointment time.

③ Day 7 after nursing: Remind customers to make an appointment, and be sure to go to the store for nursing on time according to the treatment plan to ensure the curative effect.

Hairdresser service reception process 2 beauty consultant reception process 1. Yingbinyindao

(1) member consultants wear work clothes every day and apply light makeup according to the morning and evening shifts to work. After the gfd bid, he punched in and put five business cards neatly in his work clothes pocket. The top consultant sat in the first seat designated by the front desk with a smile and big eyes.

When the hostess led the guests into the gate, all the consultants stood up and said in unison, "Good morning/good noon/good afternoon/good evening, welcome!"

② The top consultant immediately greeted the guests with a smile, extended his left/right hand (looking at the direction of the consultant or the designated meeting place) and said, "This way, please". Guidance mode (right hand folded 45 degrees from waist, palm of five fingers upward)

(3) Take the guest to the consultant room (guide the guest to two chairs facing the door), and the consultant will quickly pull the chair and ask the guest to sit down. Top consultants will introduce themselves with a smile, hand in business cards and ask the guest's last name.

Reception process of beauty consultant II. Seats and self-introduction

Consultant: "Hello! I am a consultant of XXX beauty SPA club. My name is XXX. May I know your name? "

Guest: "Your name is Wang".

Beauty consultant 3 reception process. Tea service (tea service can be assisted by the welcome or the first card, the second card and the beautician)

Consultant: "Miss Wang, we will provide all the cold water, warm water, XX and other drinks carefully prepared for members free of charge. Which one do you need?

Guest: "XX Tea Bar"

Consultant: "This is the XX tea you need, please enjoy it!" "(See the photo standard at the top right of the guests who put the table gently. The palm is 45 degrees upward, which means nature. Sitting posture: At this time, the consultant sits down, leans forward slightly, keeps a 45-degree inclination with the guests, smiles and crosses his legs.

When you are indifferent to the guests, you can sit in two-thirds of the chairs, tuck in your abdomen and hold out your chest, sincerely look at the position between the eyebrows of the customers, and be generous, enthusiastic and polite when you are indifferent. Put your hands on the table naturally, and your eyes reveal sincere and kind eyes. Don't wander. )

Beauty consultant 4 reception process. Ask the guest's source media.

Consultant: "Miss Wang, is it your first time to come to XXX beauty SPA today?" Did you see an advertisement or was it introduced by a friend? (The consultant knows the source of the customer, the daily maintenance of the customer and all the relevant nursing history in which club and registers it in the new customer file registration card). Did you drive here or live near us? Are you busy today?

Note: 1. Club project consultation, life beauty, SPA, slimming, equipment, treatment and other aspects of guidance and exchange;

2. Leave the guest's detailed address and telephone number on the new guest information card;

Customer: "I was introduced by a friend. I am here to consult about nursing. "

Reception process of beauty consultant 5. Understand customer needs.

Customer: For example, do you mainly want to improve your face, figure and SPA? Today, or ... (ask according to the specific situation)

Beauty consultant reception process six. Introduce XXX beauty SPA club.

Consultant: "Miss Wang, XXX beauty SPA club is the largest in XX city, with the most elegant environment and unique technology. Gather international advanced high-tech beauty and body building equipment, take health as the leading factor, improve sub-health of human body, and realize health and beauty from the inside out. It is the first large-scale comprehensive club in Yinchuan.

(The consultant takes out the treatment book of the center member and points to the picture for a brief introduction. ) Among them are Dong Yantang beauty products, which make the skin perfect and beautiful through the combination of nourishment and therapy. Charlotte, Germany and Qianmei, England are original brands with SPA facilities, and the most distinctive feature is our characteristic technology.

Beauty consultant 7 reception process. Show the guests around.

Consultant: "Miss Wang, shall I show you around our environment and advanced equipment now, and then decide the project according to your needs?" (See standard for new visitors' visiting process)

Reception process of beauty consultant 8. After the visit, I went back to the consultant room to ask about my feelings and recommend projects.

Consultant: "Miss Wang, I just showed you around Jin Beibei Beauty Club. How do you feel? What projects are you interested in in in Jin Beibei? What kind of improvement do you need?

(lead the way back to the consulting room, ask the guests about their feelings and purpose after the visit, understand the needs of the guests during the visit, observe the interests of the guests throughout the visit, and make targeted suggestions. )

Hairdresser service reception process 3 consultation link

1. Welcome guests: When customers come in, beauticians and receptionists should greet them with a smile and hands crossed on their bellies. "Hello, welcome. Beauty is in Cai Hua. This way, please." .

2. Manager reception: The manager should look at the customer face to face or at a 45-degree angle and introduce himself with a smile. "Hello, I'm Rebecca, the store manager. Welcome to visit. . . ? "

3. Manager: "Miss Yao, it's time for our store to celebrate the International Health and Beauty Culture Festival. Our store was nominated for the Beautiful Angel TV Contest. This is your first time here today. Let me show you around our environment and equipment first. Would you please try the standard service of 1.5 hours again?

4. Change customer service: bring the customer into the fitting room, put the customer's clothes in the locker, and tell the customer: "Miss Yao, you should put on the customer's clothes first, which is specially prepared for you and has been disinfected.

5. Introducing the beautician: After changing the customer service, the customer introduced the beautician to the beauty room and said, "Miss Yao, this is a very good beautician in our store. Her name is Ross Shuirun, and she is very popular with the old customers in the store. She will serve you today. You can call me directly if you need anything during the service. I'm Qin Wang, the manager, remember? .

6. Tell the beautician: "Miss Yao will be left to you. Take good care of her."

Second, the nursing link: feel the standard disassembly.

Don't talk about any product problems (except those asked by customers themselves), just talk about them.

1, serve tea:

Miss Yao, please have a cup of our special rose beauty tea first. It has a very good effect of nourishing the skin and detoxifying, especially before nursing. With our technology and products, your skin will achieve better results.

2. Relax the head, shoulders and neck (before massage)

Miss Yao! I'll give you a head, shoulder and neck massage first to relax you completely, and the nursing effect will be very good! It can keep acupuncture points unblocked, relieve muscle fatigue and help the skin absorb nutrients better.

3, cleansing:

Miss Yao! Now, let me clean your skin. This is our grape seed essence facial cleanser. Its cleaning power is very good, because it is wrapped in microcapsules, which can decompose impurities first and then wrap them out without staining the skin. At the same time, it contains silk, so there is no tension after cleansing. After cleansing, your skin is white, tender and smooth, which is the best for your skin!

4, conditioning:

Miss Yao! Now I'm going to make you a hydrating agent for stratum corneum, Rose Vitality Dew. It can fully replenish the moisture in stratum corneum, adjust the PH value of skin, activate the vitality of keratinocytes and absorb more nutrients. At the same time, the essence of rose essential oil is added here, and many guests apply it all over their bodies. When used as perfume, it tastes particularly good.

5, exfoliation:

Miss Yao! What I'm doing for you now is exfoliating, because as we get older, our skin will age and die.

Skin cells will attach to our skin, making our skin dull and nutrients can't penetrate well. Therefore, we need to remove the aging keratin attached to the skin surface, so that our skin can better absorb nutrients.

6, massage:

Miss Yao! I'm going to massage you now. Our massage products use stock solution, which is the essence of massage. They are pure plants, can be dissolved in water, have very strong permeability, and can be completely absorbed by the skin without washing off.

At the same time, it is also a unique personalized control scheme, which is called one dose per person every season. You can completely relax when you massage. Our method is called 28-day sailing to change your facial massage technique, which is designed by combining the concepts of Chinese and western medicine.

First, it can regulate the sub-health of the body, second, it can promote the detoxification of lymph, and third, it can improve the direction of facial muscle texture. Sister, do you prefer light care or heavy care? If you think my strength is not suitable, please tell me in time, so that I can adjust the severity of the technology and serve you better!