COVID-19 client questions

Answering Your COVID-19 Client Questions

March 27, 2020

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There has been a great deal of panic and confusion surrounding COVID-19, especially for service-based businesses like salons and spas. Make sure you’re prepared to alleviate your client’s deepest fears by building and sharing a COVID-19 salon or spa FAQ page.

 

Here are some questions we suggest including, along with direction as well as possible answer frameworks you can use to continue to provide confident and professional leadership to both your staff and your clients.
 

 

Frequently Asked Questions

 

1.     When will your business reopen? 
Because there is a great deal unknown regarding the timeline of COVID-19 social distancing, create an answer that helps your clients feel safe and connected to your business.

 

Answer:
“We are constantly monitoring state and federal law along with CDC guidelines to see when it is safe for us to re-open our doors after COVID-19. In the meantime, we have taken [XYZ] precautions to clean and sanitize our space for your safety. Please follow us on social and subscribe to our email list to be the first to know when we open.”

 

2.     Where can I rebook my appointment? 
Let your clients know all of the ways your business can be reached to book future services. If you’re not yet ready for re-bookings, reassure your clients that they’ll be notified as soon as you’re accepting new appointments.

 

Answer:
“If you had to reschedule your appointments, you can rebook your service now starting at (estimated date in the future). You can also subscribe to our email list and connect with us on social to be the first to know when you can book your next appointment- we can’t wait to see you!”

 

3.     How will your business keep me safe when you’re-open?
Discuss the cleaning precautions and other safety steps you and your staff have taken to ensure the health and safety of both your staff and your clients.

 

Answer:
“We’ve taken multiple steps to ensure the safety of our staff members and our guests upon the reopening of our salon/spa. We have worked diligently to clean and sanitize our business according to the CDC standards and recommendations to create the safest environment possible.”

 

4.     Can I still order products online?
If you have an online store available, this would be the time to promote your online shop with the beauty and wellness products to sell to help keep your clients looking and feeling their best while they’re unable to physically visit your business.

 

Answer:
“Yes! All of our retail products you have come to know and love are available through our online store and will be shipped to your door.

 

5.     Can I purchase eGift cards from your salon/spa? 
Similarly to products online, now is a time to promote eGift to help stimulate sales and revenue for your business if you’re currently closed or affected by the COVID-19 outbreak.

 

Answer:
“Yes! Purchasing an eGift card is a safe, remote, and great way to support your local businesses while setting yourself up for a beautiful future.”

 

6.     Are there any other ways I can help? 
Are there any ways that your clients can help support your business in a reasonable and safe way? Provide some ideas as to how they can support you or stay connected with you while they’re unable to physically be present in your business. Don’t be afraid to get creative with your connections with unique offerings like online tutorials!
For those clients asking how they can help, consider asking them to:
  • Leave a Google review
  • Pre-book appointments
Stay open, communicative, and above all else, be safe!

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