Training Module: Greeting Clients at the Front Desk by Joe Cignetti

Objective: Create a warm, professional, and reassuring first impression that sets the tone for an exceptional salon experience.

Why First Impressions Matter

The moment a client walks into the salon, they begin forming their opinion—not just about their stylist, but about the whole business. A friendly, confident, and caring greeting helps your client feel welcome, valued, and at ease. Have you ever entered a business and your ignored while they chat to a friend, or they are on their phone?

When it has happened to me, I feel so ignored and it makes me uncomfortable. I understand that you can be busy however just a “Hi, take a seat we will be with you shortly” makes me feel acknowledged and comfortable.

It sounds simple to do however I feel also that as we live in a world of technology younger team members and also we need reminding of how to make clients feel welcomed straight away…..

? Step-by-Step: Greeting a client

1. Be Present and Ready

• As soon as a client walks in, pause what you’re doing (if possible), make eye contact, and smile.
• Stand up from your seat if you’re sitting behind the desk.
• Be the first to speak.

2. Give a Warm Welcome

Here’s an example script:

“Hi there, welcome to [Salon Name]! My name is [Your Name], how can I help you today?”

or, if the client has an appointment:

“Hi [Client’s Name], welcome back! It’s so lovely to see you again. Are you here for your appointment with [Stylist’s Name]?”

Using names makes a stronger connection straight away.

3. Check Their Appointment with Confidence

• Use their name as you confirm details:

“Yes, I’ve got you here for a colour and cut with Jess at 10:30—perfect.”

• Reassure them with calm and clear communication:

“She’s just finishing up with her last client, it won’t be long at all.”

4. Offer Comfort

Invite them to relax while they wait:

“Can I offer you a tea or coffee while you wait?”
“You’re welcome to take a seat over here—we’ll let [Stylist] know you’ve arrived.”

5. Keep the Vibe Friendly and Professional

Even if the salon is busy, never let a client feel ignored or rushed. Use body language, tone, and words that make them feel you’re genuinely glad they’re there.

Quick Tips for Front Desk Etiquette

• Use the client’s name—this builds instant rapport.
• Avoid salon jargon when speaking with clients. Keep it friendly and clear.
• Don’t multitask when someone’s speaking to you—your full attention matters.
• Mirror the client’s energy. If they’re chatty, be engaging. If they’re quiet, be calm and respectful. This is important to teach new team members, reading a client gives again an even stronger connection. Nothing worse that you don’t feel chatting, and someone is not picking up on it.

 Roleplay Practice

Roleplays in different situations is a great way to teach and learn. Even if you are an experienced team member, we can all use a refresher….

Scenario: A new client walks in 5 minutes early for their first appointment.
Practice how you would:

• Greet them
• Check their appointment
• Offer comfort while they wait
• Answer any questions they may have

You can also add in there how you deal with difficult clients, late clients and share your knowledge and roleplay all scenarios as it will make you all feel more confident in handling the front desk.