The reception is the first impression of your business that a client will get. This could be either face to face or over the phone and so should be handled in a friendly but professional manner.
Your receptionist represents your business, so it is important that they are always professional, polite, and well presented. A receptionist’s role will include the following duties:
Your receptionist should be trustworthy and able to talk to clients with confidence and must also be able to listen. You should always ensure that anyone working on reception or taking your bookings knows as much as possible about the treatments you offer. It may be worthwhile letting them experience the treatment for themselves. This way, when talking to clients, they will be able to let them know what to expect and answer any questions. Typical enquiries may include whether the client has to do anything prior to attending the appointment, for example do they have to remove nail polish, or they may wish to know the length of the treatment or if there are any additional costs. They may also ask about the benefits of treatments, aftercare and whether there are any restrictions for treatment.
The receptionist should also be aware of any clients with special needs or disabilities, as they may require help getting to the treatment room or hearing instructions. The receptionist may need to check the age of young clients as written consent from a parent or guardian may be required prior to the treatment going ahead.
Your receptionist may have to deal with sensitive or confidential information about clients. You should therefore ensure that they deal with this professionally and do not reveal any information to other parties. They may also need further training to help them to deal with customer complaints.