Your clients will undoubtedly getting a much better result if they do not leave it longer than they should between services. This will help them to achieve their desired result and you should be instrumental in helping them achieve this.Another thing is that clients really do rely on you to take the initiative to determine when it is best for them to return for their next service. You are the professional and should feel comfortable in guiding them on their scheduleWhen your clients leave the salon with a rebooking, it helps build the relationship between you and them. You have invited them back. You are concerned for what is best for them. You can be relied upon to do the right thing.
Let’s look at the “Why’ of re-bookingYou will be able to provide your clients with a better quality service if you are not having to start from scratch each timeBuilding the relationship becomes easier when you are in regular contact with your clientClients return to your salon 50% more often if they are rebooked or pre-booked before leaving and that means.......................
Let’s do the sums...........$80 spendevery 13 weeks = $320 each yearevery 8 weeks = $520 each yearevery 6 weeks = $693 per yearevery 4 weeks = $1040 per yearNow multiply that by the number of active clients you have in your salon....
Invite the participants to multiply out what that means for their salon for each therapistBy increasing 6 weekly visits to 4 weekly visits you will increase salon revenue from just 1 single client by $347 per annumHow many clients can you convertfrom 6 weeks to 4 weeks?Let’s do the sums!
Customer Care:Outstanding customer Care is the major thing that will make your client want to come back to your salon. Nobody will return if they have just experienced a terrible service or have not felt comfortable with their therapist. Training for yourself and your staff is vital to ensure your level of customer care remains at it’s highest level 100% of the timeConsistency:Always be consistent in your treatment of every client. Every client deserves 100% of your attention and skill 100% of the time. Consistency has been mentioned earlier but it is so important it deserves to be mentioned again. Look to McDonalds to see how consistency works for them as a business. Consultation:By consulting with your client on what she wants, you are building the relationship. You are able to understand the true needs of your clients and to build their personal rebooking schedule around those needs. Left to their own devices and without re-bookings in place, your clients will reduce the number of visits to your salon or spa by at least 30% or more. Worst case scenario is that if they don’t have a booking in place with you, they don’t hesitate to give somewhere else a go “just for a change”.
Educate, educate, educate. Clients who are constantly educated about the benefits of the services they are receiving will come back more often, be more loyal and spend more money at each visit. Be generous with your knowledge but remember to keep it centred around the customers main concerns.Oh, and drop the industry speak from your vocabulary. It may make you feel important, but for the client it doesn’t gel and can even make the feel a little stupid and guess what – negative emotions never trigger sales or re-bookings.Never dump your client with the receptionist. The staff member responsible for a rebooking is the one who provided the service. It is not the sole responsibility of your receptionist. Their job is to simply complete the process that you or your therapists have begun. If the therapist providing the service to the client is the one to initiate the re-book the completion rate will be double.Do commence the re-booking personally. Your client should already be well on their way to loving you as her therapist. You have built the relationship needed to make the rebooking so it must be you who continues this process. Receptionists can provide information about days or times but you must get the commitment from the client first. Remember to tell your client you are looking forward to seeing them on their next visit.
Discuss why you think this kind of scripting ensures a higher success rate when it comes to rebooking.
RebookWouldn’t you rather fill your appointment book with clients who already know you, love you and trust you?I would
But, What’s In It For Me? <br />Less stress<br />Greater job satisfaction<br />Reach targets and achieve bonuses<br />Retailing becomes easier<br />Full appointment column<br />Greater job security<br />Always in demand.<br />3<br />
Clients will experience SUPERIOR RESULTS if they return for their services REGULARLY <br />Clients will be able to secure a time and date that SUITS THEM<br />Inviting your clients back builds the RELATIONSHIP<br />3 Key Reasons Why Your Client Should Rebook <br />4<br />
3Key Reasons Why Your Salon Should Rebook <br />You will be able to provide your clients with a better quality service<br />Building the client therapist relationship becomes easier<br />Clients return to your salon 50% more often<br />5<br />
Let’s do the sums.......<br />With an average spend of $80 each visit<br />every 13 weeks = $320 each year<br />every 8 weeks = $520 each year<br />every 6 weeks = $693 per year<br />every 4 weeks = $1040 per year<br />How much additional income would that mean for your salon each year if you could reduce the time between return appointments<br />6<br />
By changing from 6 weekly visits <br />to 4 weekly visits you will increase <br />salon revenue from just 1 single client by <br /> $347 per annum<br />How many clients could you convert<br />from 6 weeks to 4 weeks?<br />7<br />
What the Client’s Needs toRebook<br />Customer Care:<br />The key to making your clients feel valued.<br />Consistency:<br />The Key to ongoing satisfaction<br />Consultation:<br />The Key to knowing what your client wants.<br />8<br />
At the E.N.D......<br />E– Educate your client about the benefits of rebooking<br />N -Never abandon your client with the receptionist<br />D – Do the rebooking personally. <br />9<br />
A Sample Script<br />Beth, I think to maintain the best possible results we should pencil you in for 4 weeks. Which day of the week would suit you best?<br />(Client will nominate a day)<br />That’s great, so would you prefer morning, afternoon or evening?<br />(Client will choose)<br />I have a spot available at 9 or 11. Which one of these suit you best?<br />(Client will choose or negotiate a better time)<br />Why don’t we get your following appointment in as well? What day would suit you best?<br />(If the client is happy to do this go back to the beginning of your script)<br />That’s terrific, we’ll give you a call 24 hours before your appointment as a reminder.<br />Look forward to seeing you in 4 weeks<br />
The easiest way to </li></ul>FILL YOUR APPOINTMENT BOOK!<br />11<br />
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