New Client Onboarding Excellence

By Stacey M. Handel, Garde Bien, Knoxville, TN

Garde Bien was established in 2000 as a fullservice salon and spa. In 2011, it moved to a new location and downsized, focusing on combining salon and hair loss services, which has been a key factor in its success. Our team of four coordinators onboard and three specialists use their cosmetology expertise to address thinning hair. Early on we recognized the importance of prioritizing efficiency to handle the significant influx of new clients. As a result, we developed a multi-stage onboarding process to manage our limited availability and attract desirable new clients, especially in the hair loss category.

Developing an onboarding system can enhance excellence in client sales and retention. We feel preparation represents confidence.

The stages of our onboarding system are:

1. Online questionnaire

2. Coordinator greeting

3. Phone consultation

4. Face-to-face consultation

5. Follow-up appointment

Each individual step is documented. All notes are stored in the respective client's software file for our records.

1. Online Questionnaire

After completing our online hair loss questionnaire, we start the onboarding process. Our coordinators will reach out to the prospect to address any details. Our questionnaire is designed to showcase our hair loss solutions, salon services, demonstrate our expertise, and highlight the range of solutions we provide. It is important to prioritize new client needs before scheduling by choosing the type of session and who (resource) to book.

Our website questionnaire introduces our offerings, and the prospective client's answers direct us to the associated key consulting services.

• Experienced wearer = focused fitting or update session.

• Overall hair loss concerns = complete hair loss session; full overview

• Novice wearer = focused overview and fitting

• Chemotherapy = expedited scheduling

• Totalis, universalis = focused fitting

• Scalp issues scalp treatment options = trichologist

• Understanding health & hair loss = trichologist

2. Coordinator Greeting

If the initial contact is made by phone, our coordinators will begin the process by asking essential questions to ensure a proper booking. Our coordinators are friendly and supportive, aiming to establish confidence in our services. Many new clients prefer to also complete the online form on our website, which we encourage to provide more detailed information.

Our coordinators convey a welcoming and focused approach, providing helpful information about our services and assessing readiness for a session while generating excitement. The first step is for the individuals to tell their story and articulate their concerns and goals. We will collect data to simplify the process of scheduling a phone or in-person consultation. Our coordinators document information meticulously using Google Docs, which are shared among all staff members.

3. Phone Consultation (introduction of expert specialists)

Our coordinators may recommend a phone consult for a new client. During the 30-minute phone consultation, we want to build trust with our potential clients and gather detailed information about their concerns. This helps us determine the best approach for our in-person sessions. Many clients have been dealing with their issues for years and have now decided to seek a solution with urgency. Our complimentary phone consultation helps clarify our process and pinpoints the detailed needs to improve the efficiency of the face-to-face session by isolating which staff member is best suited for their needs. It also allows us to make a positive impression on potential clients while attracting high-quality clients to our business.

We have limited appointment availability, so it is important to screen potential clients and inform them about the price ranges of our high-quality (luxury) hair services and products. This gives them time to budget and ensures they are dependable before scheduling an in-person appointment. This prevents potential embarrassment and allows for exploring affordable options from our services and products. Most consultations are limited to one hour but may be extended.

During phone consultations, we focus on gathering the necessary information to research options before meeting in person, allowing us to concentrate on selection and fitting during the appointment. We remind them we offer customization options, including cutting, coloring, and styling lessons. We ask for current photos to get started and attach to their file. In some situations, clients can book a new cut or style. Remember they are vetting us too. Virtual sessions are also an option.

We believe in explaining value before discussing prices when working with clients who may not be familiar with the various qualities of human hair and differences in caps and bases. It is crucial to educate them on the variety of hair solutions we offer, expertise in knowledge, years of experience, and impressive credentials of the providers. While we can't provide exact pricing without seeing the client, we can provide starting prices and ranges if they ask. Additionally, we can inquire about desired payment options and insurance coverage.

4. Face-to-Face Consultation Set-Up (checklist)

After a phone consultation, the initial uneasiness is gone, and the client is now relaxed and ready to focus on solutions. We prepare relatable sample displays and easily visible accessories. We make sure to have demo pieces that are compatible and efficient for showcasing. For example, if a client has short blonde hair, we display a short blonde option for her to envision the final look. We also pay attention to details such as whether the client parts her hair on the left or right.

We ask or search Facebook or Google to locate additional photos. We present related color swatches, fitting caps, photos, and catalog views. We show a variety of photos to demonstrate customization before and after services. All this preparation instills confidence in the client and reassures them. Time and time again, clients appreciate our level of preparedness, leading to a confident purchase and ongoing relationship.

Consultation checklist:

• Relatable hair samples

• Photos

• Measuring tools

• Consultation forms

• Accessories

• Swatches

5. Follow-Up

• Appointment

• Phone Call

• Thank you card

It is essential to maintain a good relationship with our clients. We encourage a complimentary follow-up appointment to foster continued connection. Clients are advised to wear and restyle their new hair at home to reveal focused questions before the follow-up. We prefer to schedule the appointment in advance, in one week however they may choose to come in later if they feel it's unnecessary. Reaching out with a brief phone call can help stay connected. This approach is essential for ensuring success. The follow-up appointment is helpful to avoid over-cutting from the initial appointment. It's also a great opportunity to review home care instructions. Hand-written thank-you cards are sent shortly after the appointment to show our appreciation.