Training and Development Courses

Client Journey

Did you know that a dissatisfied client will on average tell between 9 and 15 people of their bad experience? And that repeat clients spend on average 33% more than other clients? That means you cannot afford to leave your client journey to chance. This is why we have developed a training program to empower your salon staff to consistently deliver an exceptional Client Journey, which will make your clients more loyal and deliver additional revenue to the business. The client journey is about daily focus and outstanding customer service in all areas of your business. Our training will establish and develop the best standards in key areas. Topics included in our Client Journey training program are:

Health and safety in your salon
Appointment booking
Welcoming standards
Nail services
Hair services
Treatment room
Departure

We have drawn on decades of training experience to develop a training program that truly engages salon professionals, making learning easy, fun and most importantly, memorable. This is achieved through the use of:

Instructor guided sessions
Clear and easy to understand presentations
Video content that is engaging and memorable
Learning through role play and playing games
Distribution of learning materials for revision and reinforcement.

Selling Skills

Do you know that a healthy salon business generates around 30% of their total revenue through retail sales? That’s revenue in addition to the services already rendered. If your salon’s retail sales are not at this level, you have an opportunity to increase your sales! Your team has probably received multiple courses about product knowledge, but what about selling skills? Why is this important? Many salon employees feel that they are not ‘sales people’ and that retail selling is pushing products onto their clients. Nothing could be further from the truth. Effective Selling Skills will build loyalty and trust, create long term impact and enhance your brand’s reputation. Topics included in our Selling Skills training program are:

Client types
The selling process
Up selling and cross selling
Selling on the telephone
Closing the sale

Instructor guided sessions
Clear and easy to understand presentations
Video content that is engaging and memorable
Learning through role play and playing games
Distribution of learning materials for revision and reinforcement.

Handling Customer Complaints

The number of complaints is on the rise, worldwide, as clients have easy access to platforms such as social media and ratings, and they are quick to use it to share a bad experience or poor service. Undoubtedly, as a salon business, your main focus is on delivering an excellent client experience, but how are you handling complaints from customers and are you encouraging your employees to see them as opportunities for improvement? The ineffective handling of complaints can result in an estimated 5-15% reduction in revenues, with a corresponding reduction in profits. When a business does not welcome complaints, it can result in a significant hidden cost. Handling client complaints is not something that comes naturally. Our instinct is either ‘fight or flight’ with flight being the most often used tactic. The Selling Skills course provides your salon staff with the necessary tools and tactics to turn complaints into opportunities. Topics included in our Handling Customer Complaints training program are:

What is a complaint?
The power of the client and social media
Customer management strategy
Skills for dealing with customer complaints
5 Steps to handling customer complaints

Instructor guided sessions
Clear and easy to understand presentations
Video content that is engaging and memorable
Learning through role play and playing games
Distribution of learning materials for revision and reinforcement.

If you would like to find out more about our Training and Development Courses, please email us as letsconnect@vrbeautyconsulting.com