Advertisement	Advertisement	Advertisement

TIPS OF THE WEEK 
by Vicki Peters
Back

TIP OF THE WEEK #41 PRICE QUOTING ON THE PHONE 
by  Vicki Peters

Phone etiquette can make or break your business because you have only one shot at making an impression and most of us blow it. Answering $25 dollars to the most commonly asked question you get on the phone "How much are you fills" will almost guarantee you won't get the business. 

So why do we still let this happen? Were lazy and weak on implementing something new that needs to be followed through and takes some effort. Poor excuse but true. Another reason is when we have a salon full of independent contractors and continuity is difficult on policies because every one is in business for them selves. A strong team effort is required so why not sit down with the staff of the salon and devise a plan on how the phone is going to be handled by all? Such a simple thing that can be difficult and definitely needs to be followed through on or it won't work.

Ok now that I said that let me tell you why I believe you should never quote prices on the phone. From the customer's perspective our business should be about price, it should be about the service. Most customers want service but only know how to shop by price, so they call and ask "How much are your fills" and we answer $25, thank you, click. They have no other alternatives in looking for a manicurist - it is a crap shoot - they call and choose by price and hope they will get a good job. 

Why not tell them what a great job they will get on the phone while you have a captured audience? You need to convince them with your phone etiquette and services that they called the right salon and they need to come in right now because she is convinced that you know what your talking about! Much better than the last salon she called and they said fifteen dollah in broken English. 

So in my dream salon, which I don't have one and probably never will, I would write a dialog like this: 

The Nail Spa by Vicki Peters
Can I help you?
Yes, how much are your fills?
What kind of enhancements are you currently wearing?
What do you mean?
Well, are your nails pink and white and do you require a back fill or do you wear polish?
HERE IS WHERE YOU HOOK THEM
We offer a permanent French look in acrylic, gels and fiberglass that requires no polish
We also offer a sanitary environment with safe products for your nails. We hand file as well as use the electric file, and all of our techs have been certified with the AEFM. (Association Of Electric File Manufacturers). We offer spa manicures and hand skincare as a complete package and other services such as natural nail care and three different relaxing detoxifying pedicures. 

Why don't I schedule you for a complementary paraffin wax during a consultation? Can you drop by after work tonight, it will take about 15 minutes and then I can schedule you with a technician that specializes in your needs.

Now if you think that client is going to refuse and call the discount salon next, then she is price shopping and does not care about service. Most won't turn you down and I can say from experience two things here: 1. I was always on top of the phone when I worked in the salon; I never let it ring more than three times, and 2. because I did answer the phone I go the appointment.

So sit down with your salon mates and come up with a phone dialog that you all agree on and write it down and leave by every phone in the salon until it becomes routine. That should take about three weeks. 

DISCLAIMER
Any products mentioned in the "Tip Of The Week by Vicki Peters" is not an 
endorsement of any kind.

Vicki Peters 
"When you stop learning your career ends and your job begins"
Visit my new web site: http://vickipeters.com 

Back