The new post-lockdown environment means you’ll need to provide a reassuring client experience. By boosting client confidence, you will not only draw them in, but keep them coming back. Don’t worry, we’re here to help guide you down the path to success in just five simple steps.
Step 1: Show updated hygiene guidelines
Making everyone aware of your new hygiene practices is imperative to the client experience. Update your website with how you’ll be cleaning areas between usage, as well as showcasing staff who have taken online courses in the highest standards of hygiene, such as Barbicide. These, along with visual indicators like staff using personal protective equipment (PPE), will clients’ minds are put at ease.
Step 2: Set client expectations
Once clients make a booking, the next step to an enhanced client experience is to prepare them for their visit. For example, a spa may ask clients to bring their own bathrobes for hygiene reasons, or you may request that they arrive five minutes before their booking to maintain social distancing. Make sure you set your client expectations with all the info they need in their booking confirmation.
Step 3: Send a medical questionnaire
To improve the client experience, it’s important to take up-to-date medical details. To do this, it’s first worth creating new medical questionnaire queries with relation to COVID-19, such as those asking if the client has been in contact with anyone with suspected symptoms in the last 14 days. You can then link this in an online consultation to the client, preparing them and your staff for their upcoming visit.
Step 4: Create a relaxing waiting area
Clients are going to feel nervous when they visit, so it’s important to make them feel comfortable. This starts from the moment they arrive, reducing touch-points at reception where possible. Spreading out the waiting area furniture will ensure clients adhere to social distancing, whereas relaxing, meditative music will ease any tensions whilst they wait.
Step 5: Employ a COVID warning service
The client experience continues even after they have left their treatment. Should a member of staff contract an illness, you will be able to use your software’s marketing criteria to check which clients were in contact during that period. You can then communicate with those clients to warn them. Through this track-and-trace style service, you can alert affected clients, showing them that you care.
Using Premier Software’s systems, you can make sure clients have clear guidance by editing booking confirmations, sending a link to a medical questionnaire and using marketing filters for track-and-trace. For more details, watch our video in how to set-up new medical questions, or view our video on editing emails and sending questionnaire links now.
Alternatively, if you don’t have a system with us, you can book a free webinar or presentation by calling +44 (0)1543 466580 or visiting www.premiersoftware.uk/book-a-consultation