Back to Work: Check-in with clients
By Scratch Staff | 19 June 2020 | Expert Advice, Feature
Scratch gathers guidelines from across the industry for what should be considered for when you & your clients set foot back into your business…
When you have the official go-ahead to reopen your business and you’re confident that you have taken all necessary safety measures, you will need to communicate with each client before their appointment.
Ensure that their contact details and emergency numbers are up to date and explain to them what they should expect on arrival.
Detail that if they do not comply with the protocols you have in place, then they will not be able to enter the premises.
You will be relying on the honesty of your clients when asking for confirmation that they are not unwell or living with someone who is unwell. If they do feel ill, you should explain that you will need to rearrange their appointment.
Encourage your clients (and staff members) to avoid public transport if possible on their way to the premises and accept contactless payment only to avoid handling cash. Ask them to arrive alone (unless not possible) with as little personal property as possible such as scarves and jewellery, and ask them to arrive on time.
The government’s Keeping workers and clients safe during COVID-19 in close contact services guidelines state:
- Reviewing layouts and processes to maintain social distancing (2m, or 1m with risk mitigation where 2m is not viable, is acceptable) between clients being served simultaneously, ensuring there is sufficient spacing between client chairs, for example, closing off alternate chairs.
- Using floor tape or paint to mark areas to help people comply with social distancing guidelines (2m, or 1m with risk mitigation where 2m is not viable, is acceptable).
- Avoiding overrunning or overlapping appointments and contacting clients virtually to let them know when they are ready to be seen, where possible.
- Asking clients to arrive at the scheduled time of their appointment and only providing a waiting area if social distancing can be maintained.
- Using screens to create a physical barrier between workstations, where this is practical. This will not be required between the practitioner and client when the practitioner is wearing a visor.
Action points
- Encouraging clients to use hand sanitiser or handwashing facilities as they enter the premises or before treatment.
- Calculating the maximum number of clients that can reasonably follow social distancing guidelines (2m, or 1m with risk mitigation where 2m is not viable, is acceptable) and limiting the number of appointments at any one time. Take into account total floorspace as well as likely pinch points and busy areas.
- Determining if schedules for essential services and contractor visits can be revised to reduce interaction and overlap between people.
- When booking an appointment, asking the client if they can attend on their own, where possible.
- Reminding clients who are accompanied by children that they are responsible for supervising them at all times and should follow social distancing guidelines.
- Informing clients and contractors of guidance about visiting the premises prior to and at the point of arrival, including information on websites, on booking forms and in entrance ways.
- Adjusting how people move through the premises to reduce congestion and contact between clients, for example, queue management or one-way flow. This may only be possible in larger establishments.
- Ensuring any changes to entrances, exits and queue management take into account reasonable adjustments for those who need them, including disabled clients. For example, maintaining pedestrian and parking access for disabled clients.
- Using outside spaces for queuing where available and safe, for example some car parks. Queues outside should be managed to ensure they do not cause risk to individuals or other businesses, for example by introducing queuing systems, using barriers and having staff direct clients.
- Minimising contact between different workers whilst serving a client, such as photographers, models makeup artists and stylists in a photoshoot.
- Operating an appointment-only system.
- Maintaining social distancing in waiting areas when clients wait for their appointments. When waiting areas can no longer maintain social distancing, consider moving to a ‘one-in-one-out’ policy.
- Encouraging clients to arrive at the time of their scheduled appointment.
- Reviewing working practices to minimise the duration of contact with the client. Where extended treatments are undertaken, such as braiding, consider how the length of the appointment could be minimised.
- Limiting the use of changing facilities available to clients and only opening them when essential to providing a service, such as tanning studios.
- Making clients aware of, and encouraging compliance with, limits on gatherings. For example, on arrival or at booking. Indoor gatherings are limited to members of any two households (or support bubbles), while outdoor gatherings are limited to members of any two households (or support bubbles), or a group of at most six people from any number of households.
Click here to read the Working safely during coronavirus (COVID-19) government guidelines.
Top tip
Set aside time to check-in with your clients as soon as possible. Reach out and reassure them in advance of the steps you’re taking to ensure their safety in the salon. They will appreciate the personal touch – and look forward to their appointment even more.