GREETING CLIENTS 

 

Policy 

 

1. All guests are to be greeted with a warm smile and by name by all employees.

 

2. If busy with another client, a new client arriving at the office should be greeted with eye contact and a warm smile. Once finished helping the other client, greet and welcome the client who just arrived.

 

3. The Esthetician is to greet new clients or client, look them in the eye and introduce themselves.
   1. For example, “Hi (guest name), I’m Jessi, and I’ll be taking care of you take. Come on back with me.”

 

4. The Front Desk Associate is only to avoid conversations around politics, religion, personal matters or confidential information.

 

5. The Front Desk Associate is to speak in a soft voice so as not to disturb other clients having services.

 

6. Should a client be talking on their cell phone, the Front Desk Associate is to kindly ask the client to take the call outside.
7. The FDC is responsible for the client experience until they are taken back to the treatment room. The FDC is to keep track of the time and ensure the client is taken back to the treatment room. If an Esthetician is running more than 10 minutes behind, the FDC is to immediately get the MOD to handle the situation. If an MOD is not present, the FDC is to knock on the Esthetician's door and notify them that a client is waiting and of the time.

 

Task

 

When the client enters the clinic, the Front Desk Associate: 

1. Greets client by name
   1. 1. 1. Smile and make eye contact.
            1. One of the simplest ways to make people feel welcome is to verbally acknowledge them as they arrive.
         2. If you are on a call while an existing client walks in, make eye contact, and acknowledge their presence. Once off the phone, greet the client by name and welcome them in.
         3. If you are on a call while a new client walks in, put the caller on hold. Greet the new client and give them the iPad to complete any paperwork in Zenoti.

2. In Zenoti, "Checks-in" the client 
3. Keeps client informed & ensure the Esthetician takes the client back on time

1. 1. 1. 1. After you’ve notified the esthetician that their client has arrived, let the client know. For example, say: “Jessi will be with you shortly.” If a delay is likely, let the client know this and thank them for their patience.