Of the hundreds of positions that are underpaid across all industries, the salon and spa front desk team is up there. Ironically this is the position that truly holds a polished hair and beauty business together, and no one is denying it, yet it continues to get less than it’s fair share of limelight.
The value of this position really hit me last month when I went for my appointment at my regular spa and the front desk coordinator was out for the day. Instead the owner was checking people in and out at the front desk and was obviously out of sync. Not only did it take me twice as long to check in and out, the poor lady accidentally ran my card twice and then completely forgot to ask me to pre-book. I didn’t want to add to the confusion so I left the spa without booking another appointment and as I sit here writing to you, I still haven’t made my next appointment and I’m honestly struggling to remember how many weeks ago that was!
This really got me thinking about the type of person that runs the front desks. Not only are these gifted people the first person you see as you walk into your appointment, they are the last person to set the tone for your memorable experience. They have to be detail-oriented, a multi-tasker extraordinaire and have a pleasant, charming smile at all times.
They are often the right-hand man/woman to the owner and run many parts of the administrative side of the business. They book the appointments, allocate new clients, look after the confirmations, the marketing and ensure everyone has enough supplies to make their money. If you really think about it, they are responsible for making everyone else successful.
So, why don’t they get the respect they so obviously deserve? Without going into detail about why this is so, we thought we’d throw a few ideas out there to reward your front desk team and shift a little of the spotlight onto the glue that holds everyone together:
- Front Desk Appreciation – make it a monthly thing where your team does something to say ‘thanks’ for everything that the front desk team does for them. One day a month do something special that makes them feel appreciated.
- Give them a helping hand – listen to their ideas on how they can make the front desk experience easier. They are also the eyes and ears of the business, so they will be able to bring things to the table that others couldn’t.
- Bonus Structure – a good front desk team is worth paying for! Link their bonus to trackable metrics that benefit the business, such as completed contact details or appointment book efficiency.
Of course the best way to make them feel loved is to change the mindset and ensure that your employees know who can make or break their business! Remind them what the front desk team does and give them ways to show their appreciation for those that make them money!
Those were a few quick ideas, but we want to hear from you! How do you show your appreciation for your front desk stars?