Guest Journey
The Welcome
The Welcome
What is the maximum time a guest should wait to be acknowledged when they walk in?
What is within 3 seconds.
What is the main purpose of our Simple 7 consultation?
What is to understand the guest’s needs and expectations.
What should you do before your guest leaves your chair?
What is confirm they love their look.
What is one nonverbal way to show you’re listening?
What is Eye contact and nodding.
What phrase sums up the Hair Cuttery Guest Journey?
What is Revive + Restore the Guest Experience.
What should every team member do before greeting a guest?
What is stop, smile, and make eye contact.
What type of questions build connection and understanding?
What is open-ended questions.
When educating on home hair care, what’s the best language to use?
What is to use the guest’s own words (relate to their goals or challenges).
How can you turn a complaint into a connection?
What is Acknowledge, Apologize, and Offer a Solution.
What does HHC stand for?
What is Home Hair Care.
Why is it important to capture accurate information at check-in?
What is to ensure correct records, personalized service, correct campaigns and guest follow-up.
What’s one way to personalize recommendations during the service?
What is to relate product or service benefits to the guest’s lifestyle.
What’s the best way to rebook a guest without sounding pushy?
What is Let’s go ahead and prebook your next visit so we can keep your look fresh!
What’s one phrase to avoid when correcting a guest concern?
What is that is not what you said or that is how I always do it.
What is the goal of every guest interaction?
What is to make them feel valued, respected, and supported.
What phrase demonstrates a professional welcome when multitasking with another guest?
What is hi there! Welcome to Hair Cuttery ’ll be right with you.
Why is “active listening” important during the consultation?
What is it builds trust and ensures the guest feels heard.
What are the three key parts of The Wrap Up?
What is Educate, Confirm, Prebook.
What type of language builds trust and positivity?
What is guest-centered and uplifting language.
What metric measures how many guests return to their stylist?
What is retention rate.
What are the four key behaviors in The Welcome stage?
What is Acknowledge, Smile, Accurate Info, Quote Wait Time, Thank Them.
What three values guide behavior during The In Service?
What is Respect, Responsible, Real.
Why is rebooking important for both guest and stylist?
What is it maintains consistency for the guest and drives retention and income.
Give one example of turning a guest’s frustration into an opportunity.
What is I completely understand — let’s fix that together so you love your result.
What four outcomes should every guest leave with?
What is a great look, great products, great feeling and an appointment.