It only takes seven seconds to make a first impression. That’s a pretty minute time window in which to convey everything your salon brand stands for. But if you think about it, aren’t you the same when it comes to other service providers?

If you get a sour-faced waiter approach you as you arrive at a restaurant, doesn’t that form a lasting impression and spoil your experience almost before it starts? Or on the positive side, if you receive a warm welcome and are shown to your table by someone that appears to love what they do and appreciate your custom, doesn’t it help set the scene for a great meal?

So, your front of house team definitely has an important role to play in making that all-important first impression. It comes down to the basics, a smile, a welcome by name and knowing who the client is there to see without having to be told.

But making the right impression doesn’t end with the initial welcome. It’s important that every team member a client comes in contact with throughout their salon journey also adds to the positive experience. The stylist also needs to offer a genuinely heartfelt ‘hello’ and ask a question personal to the client before they begin the consultation – it could be ‘how was the party you went to after your last appointment?’, anything that shows you take an interest in them as a person.

Also, always introduce them to the trainee that will look after them at the backwash if they haven’t met before, and ensure that trainee escorts the client back to the styling station and offers them a refreshment. No-one wants to be left to walk across the salon floor with wet hair, maybe uncertain which chair they should be heading for.

A stylist should also always see their client back to the reception and its a nice touch for the reception team to compliment the client on their new look. That parting impression is important too!