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Get a Plan
In preparing for this outreach, get a project plan in place. Assign a team of people to assist and start checking things off the list. Here is a sample working plan made available by the generous team at Bird’s Barbershop in Austin, TX as well as the Great Clips team.
First and foremost in any crisis is communication and collaboration. It’s vital that you have open, honest and supportive communication with your clients and your team members. As the leader, you are the captain of the ship and they’ll look to you for not only direction but emotive clues. Remind your staff that they were trained to do this. They are LICENSED to do this.
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GREAT CLIPS CHECKLIST
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SAMPLE PLAN FROM BIRD’s
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Communicating with Your Team
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#1 – Get on the same page.
Be sure everyone on your team is comfortable and committed to your sanitation practices, salon guidelines and messaging around COVID-19, down to protocol for what happens if a guest (or a team member) arrives into the salon who appears to be ill. Many salons in this case are politely asking them to reschedule, but in the event they are not happy with this request, have an escalation plan for when and how managers should get involved. Increase availability of lead team members to support this process and prep your front desk teams to focus on recognizing the signs and handling the client before it escalates.
#2 – Control the conversation
Consider extra daily meetings, or pep talks for your team. Before a shift, on Snap Chat, whatever works for your team – make it regular, increase frequency and show them you are present. Make sure you are controlling the conversation and protocols specific to monitoring COVID-19 status and respond to any issues and assisting with all concerns.
#3 – Support their world
Showing up to work during this crisis can be scary for some. From the frantic public, to the ominous media reports, some members of your team may be emotionally impacted. Many of them are struggling with how this pandemic is impacting their home life – school closures and perhaps supporting an elderly family member. Make sure you are doing everything in your power to help them tap into community resources. One ISBN member reported that news from their health insurance provider that all COVID-19 screenings are free and the team can also access Teledoc services without copay. Little things like that can help change their perspective.
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Employee Poster Designed by Bird’s Barberhsops
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Communicating with Your Clients
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#1 – Be Active and Vocal
Whether you think they are thinking it or not, people are wondering if they should keep their appointment. Use every platform you can–email, social media, in-salon signage, on-hold messaging and more–to communicate how your salon is addressing COVID-19, and that the safety and wellness of your guests and associates is of the utmost concern. Emphasize that you are closely monitoring and following national and local health and government guidelines and requirements, and that you will provide regular updates on any changes or additions to your practices as they occur. The team at Gene Juarez created a special email address for assisting guests with questions about their well-being.
#2 – Capitalize on Your License
Take the opportunity to reinforce that your business and your service providers are licensed and trained in strict sanitation guidelines that you follow every day and with every guest. This is what they are trained and licensed to do. Then, be specific about the sanitation practices your salon follows regularly and detail any additional measure you are mandating within your salons. Spell out the steps your team will be taking, i.e. wiping down all door handles and front desk surfaces every hour, etc.
Communicate any service adjustments or pauses you may be making. For instance, one ISBN member let consumers know that it was continuing hair care services but, out of caution, halting skin, brow and waxing services, and removing product testers and training staff to keep a distance while assisting guests with products.
#3 – Take Control of Your Appointment Book
Confirm all appointments and use the opportunity to assure clients and reinforce the steps you are taking to keep them, your team and community protected.
Communicate any cancellation policy adjustments and be clear in asking clients who are not feeling well or feel they may have been exposed to COVID-19 to please reschedule the appointment. Have a strong rebooking and prebooking practice and emphasize to clients that you anticipate being overbooked once the community is healthy and containment grows. Get their appointments on the books for the future.
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Sample Client Email from Gene Juarez
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