One of the trends gaining traction in our industry is the “desk-less” front desk. While this idea may seem intimidating for your salon or spa, there are a lot of benefits to making your front desk a more mobile and accessible piece of your business environment.
We’ve seen this trend often in stores such as Apple, Verizon, Samsung, etc. As soon as you step foot through the door, you are instantly greeted and have your needs addressed. The removal of a physical front desk creates more opportunities for your Front Desk Professionals to engage with your clients. As a result of this new setup, the customer service experience is transformed into a more intimate and personally-tailored interaction.
In order to be truly “desk-less,” your front desk will require software that supports mobile check-in and mobile ring ups. Pre-booking the next appointment at the chair can significantly increase frequency of visit, so salons may want to explore chair-side check-out using phones and iPads as well. At Millennium, we’ve been keeping a close watch on these industry mobile trends and have designed Meevo 2.0 with automated check-in, desk-less front desk, and chair-side check-out in mind.
Renovating the client experience can have an enormous impact on client retention, frequency of visit, average ticket, and ultimately, your bottom line. Without the front desk as a barrier, the client is now immersed into your brand the second they walk through the door. This gives your team the opportunity to seamlessly start talking retail, add-ons and much more. Removing the physical front desk, removes conversation barriers and allows your team to pro-actively implement your growth strategies. Now that your front desk and your guests are sharing the same space, there are more opportunities to provide outstanding customer service that will strengthen relationships and build a loyal clientele.
Removing the restrictions of a physical front desk also creates a new career path for your front desk professionals. With more responsibilities to maintain your redesigned client experience, your team is no longer just a stationary “call center.” Your front desk now has the chance to become a “Guest Services Coordinator” or a “Guest Services Manager” who ensures the success of your new space. Studies show that employees who are provided a path to grow with a company are more likely to go above and beyond.
Going front-desk less can have several benefits for your business environment as well as your bottom line. In a mobile-minded world, your clients already expect a more personalized experience. Removing the physical barrier and allowing your Front Desk team to share the same space as clients, improves customer service and provides your team the platform to grow.
- John Harms
founder and CEO, Millennium Systems International
About: John Harms, founder & CEO of Millennium Systems International, creator of Millennium Software, has been designing industry leading salon scheduling software and educating the beauty & wellness industry since 1987. Today Millennium is utilized in thousands of businesses in more than 42 countries and operating with approximately 200+ employees worldwide. Millennium currently runs its corporate headquarters out of New Jersey and its international office is based in the U.K.
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