HIGH-PERFORMANCE HEROES TOOLS
HERO DOMAINs guest care script
Guest enters the Experience Center:
“Hi! Welcome to <insert salon spa name>. I am <insert your name>, I can help you today.”
<wait for a response — we are assuming this guest is here for a home care purchase>
“I can certainly help you with that. Tell me a little bit about your hair.”
<wait for a response — we want to ask open-ended questions to get as much information as possible>
“Would you say that any of your concerns have anything to do with Hydration, Repair/Strengthening, or Thinning?”
<wait for response>
“Would you say that is your main concern?”
<If yes, you will recommend a shampoo and conditioner treatment. If not, you will recommend a leave-in or rinse out. Based on the responses, you will go to the appropriate domain>
hydration concerns:
Explain the application and usage of the following recommendations:
Primary Concern: Shampoo and conditioner sold as a set, light or deep depending on hair type.
Fine to medium hair: Light shampoo and conditioner.
Medium, coarse to highly textured hair: deep shampoo and conditioner.
Secondary Concern: Treatments — leave-in conditioner and/or multi-use oil.
“Because you said you have hydration concerns, I would like to introduce you to our Nutriplenish line. All our Nutriplenish products contain SUPERFOODS for your hair! These products are providing instant hydration for up to 72 hours.”
Repair/Strengthening concerns:
“Because you said you have repair/strengthening concerns, I would like to introduce you to our Botanical Repair line. Botanical Repair has a patented formula of macro green technology that instantly strengthens your hair from the inside out.”
Make sure the guest is aware of our in-salon treatment and encourage them to book a treatment at checkout.
Explain the application and usage of the following recommendations:
Primary Concern: Shampoo and conditioner sold as a set, light or deep depending on hair type.
Secondary Concern: Leave-in treatment or rinse-out treatment
Fine to medium hair: light masque.
Medium, coarse to highly textured hair: rich masque.
Thinning concerns:
It is very important to make sure the guest is dedicated to using the entire three steps prior to making the sale. The shampoo, conditioner, and revitalizer are to be used daily, with no exceptions. Application and usage are extremely important in this domain.
“Because you said you have thinning concerns, I would like to introduce you to our Invati line. Invati is designed to be used daily as a 3-part system for a period of 12 weeks. When used as directed, you will see a decrease in thinning due to breakage by 53%!”