‘Upon arrival, offer a warm welcome along with refreshments when possible. Provide a comfortable waiting zone with up-to-date magazines. During the appointment, ensure the client is comfortable by offering an in-depth consultation and setting boundaries and achievable goals for the visit. During the service, if interrupted by another member of staff, either include the client in the conversation or apologise for having to speak over their head. Match the client’s mood; do they want to have a quiet service, to relax with a magazine or to chat about life?’ – Gavin Hoare, Salon Manager and Ma.tre D’ of Richard Ward Hair & Metrospa, London
‘From the moment guests arrive, we create an experience that’s all about them. They’re offered a menu featuring 21 different Teapigs teas, eight types of coffee with four milk options, locally baked cookies, chocolate bars and a selection of soft drinks – these are all complimentary of course, but naturally baked into the overall costings of their service.’ – Benjamin Shipman, Director of The Hair Movement, Sidcup
‘After greeting the client, we always take their jacket and offer them a drink. Hot drinks always come with biscuits, and they also have the option of an alcoholic beverage if they wish. We’re lucky enough to have lots of shops and restaurants located around our salon, so we sometimes have clients ordering food in during their appointment too.’ – Martin Palmer, Salon Manager of Nicky Clarke, Birmingham
‘At Samantha Cusick London, we don’t just take a client’s coat and offer them a drink, we take them on a full client journey, and the Front of House experience is a crucial part of what we call our Service Wheel. Every step is carefully considered to make sure our clients feel valued, supported and excited for their appointment.
We offer a curated drinks menu (yes, that includes cocktails), a personalised consultation that ensures we truly get what they want, and luxury touches like a basin experience – because great hair starts with great care.
But the Front of House role doesn’t stop when the appointment ends. It’s also about rebooking and safeguarding the client pipeline. A seamless check-out process, encouraging re-bookings and ensuring clients leave with the right home-care recommendations all play into keeping the salon running smoothly.’ – Samantha Cusick, Founder of Stā Studios and Samantha Cusick London
‘A genuine, warm welcome. We greet clients as we would a friend, by making eye contact, smiling and focusing on them, not a screen. We take their coat, offer a drink and ensure they’re comfortable before moving to check-in. The little touches make all the difference in setting the tone for their experience.’ – Billy Ryan, Director of Tribe, Clapham Common
