Answering consumer questions

How to answer your clients’ most common concerns about coronavirus and keep your salon healthy

UPDATE – 23 March 2020

As of 23 March 2020, all non-essential shops and services have been ordered to close for a minimum of three weeks.


Q. Is it safe to come into the salon? What are you doing to minimise contamination?

If you’re keeping your salon open, there are a number of things you can do to keep the space clean and safe. Timely Salon Software recommends reassuring your customers that you’re doing the following:

  1. Providing hand sanitiser at the salon door and asking clients and visitors to use it upon arrival.
  2. Staff are washing their hands often and thoroughly with an alcohol-based hand soap to kill viruses that might be on their hands.
  3. Avoiding unnecessary proximity and giving staff the option to wear a face mask when undertaking appointments
  4. Avoiding touching your eyes, nose and mouth
  5. Making sure everyone is following good respiratory hygiene – this means covering their mouths and noses with a bent elbow or tissue when they cough or sneeze, then throwing the used tissue away immediately.
  6. If a member of staff has a fever, cough and difficulty breathing, they will stay at home
  7. You are staying informed on the latest developments about COVID-19, and following advice given by healthcare providers

It’s also a good idea to keep your clients up to date on these measures via all your usual communication channels (email, by phone if they get in contact with reception and via text alert).  Phorest has created a handy, downloadable Coronavirus Communication Pack where you can find templates to help correspond with your clients calmly and clearly.

Q. I’ve been unwell – can I still come to my appointment?

It’s incredibly important that your clients know not to come into your salon if they are or have recently been not feeling well – especially if they experienced shortness of breath, aches and pains and a dry cough. Post a reminder on your website, issue a statement on social media or add it to the reminder text message that they receive before their appointment. Let them know that they won’t be charged a cancellation fee under these circumstances.


Q. What happens if I’ve paid a deposit and have to self-isolate? 

If your clients have already paid for part of their service, then they understandably won’t want to lose this money in the event that they are required to go into self-isolation. Offer them the opportunity to reschedule their appointment for a time after their isolation period.

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