Providing first class customer service is the key to attracting and retaining customers. In this installment of the blog series I am going to cover what should happen when the customer walks in the front door.
The Ultimate Barbershop Customer Service Experience – The Check-in Process Part 2
An organized check-in system is a must for taking care of the customer properly along with running a successful barbershop. When the customer comes into the shop there needs to be an actual system in place for what they are supposed to do, where they are supposed to wait, in what order they will be taken care of, and who will be taking care of them. There are a few ways to go about this depending on the size of the business. You can use a computerized system with industry software, you can use a numbering system, or you can simply use a note pad to keep track of everyone waiting.
There are numerous industry software packages that have thorough check-in procedures. The computer system we use keeps track of all of our clients by the last four digits of their phone number. When they check in they give the receptionist those numbers and their name pops up on the left hand side of the computer screen which indicates the client is present and waiting. Once their barber is ready to take them their name is moved from the left hand side of the screen to the right hand side and a work ticket prints out. The barber grabs the work ticket and it has all of the customer’s information on it so the barber knows who they are and what service they are getting in.
If you work in or own a smaller shop and do not have the budget for computer a simple note pad will work. In my first shop I had four chairs and did not employ a receptionist. It was not a huge issue because we did not book appointments at that time. I would keep a note pad on the desk and when a customer would walk in the door they would sign in. If they wanted to wait for a particular barber they would write down the name of their desired barber next to their name. This was very efficient. Each barber would cash out their customer and call out the next name on the list.
The simplest system you can have is a number system. You can use a ticket counter like at the deli or you can use a roll of tickets like raffle tickets. When you finish with one customer just call out the next number.
What is not a system though is just yelling out “next” in a crowded barbershop. This is asking for trouble. No one is really keeping track and it can be extremely uncomfortable for everyone in the waiting room. Getting a haircut is supposed to be a relaxing experience. If a customer is uncomfortable at any time during their visit to the barbershop they most likely will not come back.