Starting work again and starting to see clients is going to be a very different experience. The differences can be broken up into key areas:
- Personal: You will not be able to hug, or be as affectionate as you were before.
- Financial: You will be seeing fewer customers and clients may not have as much cash to spend on luxuries.
- Emotional: You will need to be more sympathetic to customers and your staff. They may feel unsafe travelling to see you or may have a loved one who is affected. Try to be even more sympathetic than before.
You should encourage customers to book online, purchase retail online and start offering virtual consultations or classes that customers can attend. These articles detail how to do this:
- How to charge a deposit for online bookings.
- How to enable online retail sales.
- Understanding events/classes.
The resources below are meant to help you prepare for when you open and offer the best possible experience as you start trading again:
Before You Open:
- Go into your salon or spa before you open and conduct a deep clean. Remember key 'touchpoints' such as door handles, card machines, countertops and taps.
- Send your staff a message informing them that if they are feeling even slightly unwell, to call in sick. If they are concerned about their symptoms, they should call the coronavirus hotline on 0800 029 999.
- Buy disposable face masks and sanitiser for both the reception area and for each station. This will allow customers to sanitise when they enter and exit and each staff member to do so at their own station before they begin with each client.
- Look for ways to improve ventilation.
- Stock up on essential cleaning supplies for your cleaners to use during the day and before you close each day.
- Adjust your service duration to include a transition time. This is the time after each appointment that can be used to sanitise your work stations. When a client books this online, they will see the regular service duration, but the duration + transition time will be booked off in your calendar. You can see more about this here: http://help.salonbridge.co.za/en/articles/2426519-how-to-edit-a-service.
- Ensure that there is at least 1.5m between each client. This may require you to close off every second station.
- Ensure that you have online payments enabled (Optional). This will allow customers to pay for their appointment before arriving. Not only does this help reduce no-shows, but gives your customer peace of mind, knowing that they don't have to draw cash, or touch a card machine. This article details how to enable this: http://help.salonbridge.co.za/en/articles/2613359-how-to-charge-a-booking-fee-for-online-bookings.
- Set up your confirmation or reminder SMS text to ask customers to stay home if they feel unwell, or are exhibiting any symptoms. You can find out how to do this here: http://help.salonbridge.co.za/en/articles/2427877-how-to-configure-client-notifications.
Once You Are Open:
- Nominate a 'health screener' to assess staff as they arrive each day. This can be yourself, or a manager that keeps a log of each staff member being checked. You can download an example of this log here: https://diarizeme-files.s3-eu-west-1.amazonaws.com/COVID-19+Daily+Checklist.pdf
- If you have the ability to check their temperature, log this into the employee check log.
- Employees and clients should sanitise their hands before they enter. Do this after they have touched the door handle to enter. If possible, keep the door open, or have someone to open the door for them to ensure they sanitise their hands.
- As clients arrive, they need to be screened or given the same form listed above to ensure that they are not exhibiting any symptoms, or have been in contact with anyone that has.
- Give your staff and all clients a face mask that needs to be worn at all times. These should be disposable.
- Before each appointment, the staff member needs to replace their face mask and sanitise their station. They should also thoroughly sanitise their hands in front of the customer.
If you are unsure of anything, you should err on the side of caution and contact the coronavirus help centre:
Emergency Hotline: 0800 029 999
WhatsApp Support Number: 0600 123456