5 Steps to Customer Care

Greet and Introduce

A. "Hi Welcome to Great Clips." Smile and warmly welcome this customer immediately. B. Ask if the customer used Online Check-In. Refer to Wait List Display to tell the customer the estimated wait time and how many people are ahead of them. C. Address the customer by name when introducing yourself.

Create the Cut and Talk Product

A. As you create the haircut using the Great Clips Cutting and Clipper Systems, stay focused on the customer and engage in professional conversation. ​B. Use the Customer's name and share information about community events. ​C. Talk product with the customer and recommend appropriate products.

Connect Through Consultation

A. Review Clip Notes with the customer to ensure consistency and quality of haircut, and increase confidence. ​B. Listen to the customer and determine the haircut they want. ​C. Using hand mirror, check for the customer's understanding before starting haircut.

Confirm Satisfaction

A. Show the customer you care they got the haircut they wanted by using the hand mirror to confirm satisfaction. ​B. Remind the customer you will update Clip Notes to ensure consistency when they visit and Great Clips salon. ​ ​C. Reinforce the customer's confidence in having their hair cut by any stylist when they return.

Thank and Invite Back

A. When removing cape, thank the customer, ask them about purchasing recommended products and reinforce they look great! ​B. Enter or update Clip Notes and remind the customer to use Online Check-In for every visit. ​ ​C. Say thank you again, using the customer's name, and invite them to return in [#} of weeks.

Connection

We care about connecting with customers to ensure they get the haircut they want.

Comfort

We care about customers feeling welcomed, understood, appreciated and relaxed.

Freedom

We care about making it easy for customers to save time and money.