Great Clips
What does Great Clips specialize in?
Haircuts
This type of listening shows clients and coworkers you value their thoughts and makes them feel heard.
Active Listening
Greeting a Client (In Person or Phone)
1. "Hey girl! What do you need today?"
2. "Good afternoon! Welcome to [Salon Name]. How can I help you today?"
2. "Good afternoon! Welcome to [Salon Name]. How can I help you today?"
Your nonverbal cues can reinforce (or contradict) your words.
Mind Your Body Language
What does the G stand for?
Greet
How many Great Clips salons are there in the US and Canada?
Over 4,400
This type of language encourages teamwork and helps you leave a good impression.
Posititve Language
Confirming an Appointment (Text or Call)
1. "Hey, just checking if you're still coming?"
2. "Hi Jasmine, this is Mia from [Salon Name]. Just confirming your haircut and color appointment for tomorrow at 3 PM. Please reply YES to confirm. Thank you!"
2. "Hi Jasmine, this is Mia from [Salon Name]. Just confirming your haircut and color appointment for tomorrow at 3 PM. Please reply YES to confirm. Thank you!"
Tone sets the mood for your interaction.
Use a Respectful, Friendly Tone
What does the T stand for?
Thank
What is the educational website that only Great Clips employees have access to?
Great Clips University (GCU)
This style of communication saves time and avoids confusion because people are busy.
Being clear and concise.
Handling a Late Client
1. "Hi Alex, I just wanted to let you know your appointment was scheduled for 2 PM. We have a 10-minute grace period, and I’ll do my best to accommodate you if you’re on your way."
2. "You’re really late. We might have to cancel."
1. "Hi Alex, I just wanted to let you know your appointment was scheduled for 2 PM. We have a 10-minute grace period, and I’ll do my best to accommodate you if you’re on your way."
Professionalism during tense moments builds trust and keeps clients coming back.
Handle Conflict Calmly
What does the A stand for?
Ask
What is the Great Clips product line called?
Solutions/ Latitude
This approach helps you communicate clearly by keeping track of your schedule and what you offer.
Staying organized and prepared.
Recommending a Product or Service
1. "You should totally buy this – it’s my favorite!"
2. "Based on your hair type and what we did today, I’d recommend this moisturizing mask. It will help maintain your color and reduce dryness between appointments."
2. "Based on your hair type and what we did today, I’d recommend this moisturizing mask. It will help maintain your color and reduce dryness between appointments."
Why it matters: Shows reliability and builds loyalty.
Follow Up and Follow Through
What Does the R stand for?
Review
What year was Great Clips founded?
1982
Whether it’s a text, post, or email, keeping this across all platforms helps protect your professional image.
Staying professional in all mediums.
Responding to a Complaint
1. "I’m really sorry to hear that you’re not satisfied. Can you tell me a bit more about what didn’t meet your expectations? I’d love the chance to make it right."
2. "That’s just how we do it here. Sorry you don’t like it."
1. "I’m really sorry to hear that you’re not satisfied. Can you tell me a bit more about what didn’t meet your expectations? I’d love the chance to make it right."
Talking too much or sharing personal opinions can come off as unprofessional.
Know When to Speak—and When to Stay Silent
What does the E stand for?
Engage