This document provides an action plan for front desk professionals to increase revenue and enhance the customer experience. It discusses using tools in the Millennium software like the pending list, standing appointments, and non-requests to improve scheduling. The document recommends monitoring gaps in the schedule, using promotions, and calling clients for rebooking or to address expiring points. It also suggests color coding the appointment book, using up-selling and cross-selling techniques, and running reports on new clients, birthdays, and overdue appointments. Front desk employees play a key role in marketing through customer interactions and tracking referral information.

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Creating a Front Desk Professional Action Plan
Answer Sheet
TOPIC 1 - Front Desk Professionals and Growth
1. How will you use the growth indicators to increase revenue for the business? Give
specific examples.
a. Prebooking – Offer incentives to rebook
b. Prebooking – Call clients that are overdue
c. Average Ticket - Upsell & Cross-sell between departments
d. Client Retention - Market memberships and points to clients
e. Productivity – Mask the book to make sure there are no gaps
f. FOV – Set FOV in service profile to ensure prebook prompt appears at check-out
2. What can you do to increase revenue daily, weekly, and monthly?
a. Daily:
i. Reduce gaps in the schedule
ii. Use the pending list
iii. Check email / Demandforce / WebOpenings
iv. Offer promotions through social media
b. Weekly:
i. Call clients due in
ii. Call no-shows
iii. Call cancellations
iv. Call pending appointments
v. Call clients with points about to expire

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TOPIC 2 - Front Desk Professionals and Customer
Service
1. What tools in Millennium can you use to enhance the customer experience?
a. Pending List to ensure clients gets appointment if an opening appears
b. Standing appointments to ensure clients get provider they want, when they want
c. Non-request to have ability to move appointments if request for a particular
provider is made
d. MillenniumGo to rebook clients in the chair while processing instead of at
checkout
e. User-Defined field to customize the client experience
f. Points and Rewards promotions
g. Online Booking availability
2. What are the best ways to deal with difficult clients?
a. LISTEN! Let them vent
b. Empathize with me
c. Thank them for feedback
d. “Please give us the opportunity to make this right”
e. Put yourself in the client’s shoes
f. Free goodie bags!
g. LEARN – Listen, Empathize, Acknowledge, React, Notify
TOPIC 3 - Front Desk Professionals and the
Appointment Book
1. What tips and tricks will you use to better utilize the Appointment Book?

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a. New client rotation
i. Set-up the book so that new clients are booked left to right
b. Color coordinate the book
c. Monitoring Station
d. Pending List
e. F1 to pull up step-by-step instructions on each screen or feature
f. Use Navigation center as a guide for daily tasks for each department
2. What tools will you use while booking an appointment to generate revenue for the
business?
a. Up-sell
b. Cross-sell
c. Add-on
TOPIC 4 - Front Desk Employees and Reporting
1. What reports are important to run to enhance the customer experience?
a. New Client Listing
b. Birthday Listing
c. Clients with Liabilities about to Expire
d. Top N/Bottom N
2. What reports are most beneficial to run daily?
a. Appointment Listing
b. Work Tickets
c. New Client Listing
d. Register Summary
e. Overdue Appointments

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f. Cancellation Listing
TOPIC 5 - Front Desk Employees and Marketing
1. What role do you have in Marketing for the business?
a. We are the first and last face the client sees… the first impression is
EVERYTHING.
b. Check history to upssell/cross-sell/add-on additional appointments
c. Selling products – Product knowledge!!
2. What is the importance of accurately tracking referral information?
a. Monitor which marketing efforts are or are not working
b. Reward clients for WOM
i. Point system