A good job is hard to find, and a good employee is even harder to keep. Take your employees to the next level, and build a profit center around each department inside of your business. Join Tanya Reece to learn about the best scripts to use at the front desk. What tools are you providing your employees? Do they feel prepared to sell and market your brand? The first step is having the proper lingo in place.

2. Building your Salon/Spa Experience:
Utilizing the Right Lingo

3. Tanya Reece is a Learning Specialist at Millennium. For over 10 years,
Tanya worked in salon and spa management for small business and
franchises such as Hand and Stone and European Wax Center. Tanya
was previously a member of Millennium’s Business Support
Department and is now a member of the new Education Team. She is
responsible for creating internal and external education resources.
Tanya Reece
Education
Specialist

4. Covered Topics
• Client experience
• Scripts proven to increase your KPI’s
• Tips and tricks

5. Don’t provide a service/product,
provide an experience

6. A new client arrives at your salon/spa…

7. Make sure your new guests feel welcome! Their first
impression is a lasting one, so make it memorable.
TIP: Consider offering welcome bags for new clients, or writing their name on the mirror so that the
entire team can welcome them by name.

8. New Client
Welcome
TIP:
Create UDFs to track
client’s favorite
beverages waiting for
them at their next
visit.
Welcome

9. New Client
Welcome
IMPACT:
Increase new
client retention.
Welcome

10. Welcome
Add Text
Simple PowerPoint
Presentation
“Hi Kristina! Welcome to Millennium Salon & Spa! Thank you for joining us! Here is a goody bag for you that
includes some samples, etc. Here is a sheet that outlines our client loyalty system. Each of these actions (review
some of them) will grant you points, which you can redeem for services! Now let’s go on a quick tour of our
salon so that you can become familiar with our facility (make sure you tour every department so that every new
client is aware of all the services you offer). Before we start, would you like a beverage – water, coffee,
champagne?”

11. Client calls for an appointment…

12. Once the desired appointment is located, the front
desk professional can recommend an additional
service across a different department.
This means that your front desk professional can bring awareness to other departments/services that
your client may not know exist.
You can also cross-sell paired services from the same department, e.g. manicure & pedicure.

13. Cross-sell
Cross-sell
same department
TIP:
Set to automatically
appear if there is
appointment availability.
Will instantly appear
when scheduling the
appointment, so the
front desk can naturally
offer it.

14. Up-sell
IMPACT:
Will help increase
your average
ticket and
productivity.
Cross-sell

15. Cross-sell (same department)
Add Text
Simple PowerPoint
Presentation
”Ok Ruth you are all set with your manicure at 2PM. We are offering 15% off our pedicure services if you
have extra time. I would be happy to book you for a pedicure right after your manicure.”

16. Cross-sell (different department)
Add Text
Simple PowerPoint
Presentation
“Ok Nick, you are all set with your massage at 2PM. We are offering 15% off our facial services, which pair
well with the service that you are receiving today. I would be happy to book you for a facial after your
massage.”

17. Once the desired appointment is located, the front
desk can recommend a grander service than the
original service requested.
This means your front desk professional offering a similar, but more expensive service.

18. Up-sell
Add Text
Simple PowerPoint
Presentation
Up-sell
TIP:
Millennium’s
appointment book will
automatically showcase
up-sell opportunities so
that you don’t have to
do any of the work.
Make sure this feature is
turned on.

19. Up-sell
IMPACT:
Will help increase
your average ticket
and productivity.
Up-sell

20. Up-sell
Add Text
Simple PowerPoint
Presentation
“Betty is available for a 60-minute massage. However, we do have availability for a 90-minute massage, which
includes a longer focus on your neck and shoulders, and a detox mask. I would be happy to enhance your
massage today.”

21. Offer small additional services that enhance the
client’s service. Add-ons take no extra time, but are
an extra cost.

22. Add-ons
Add-ons
DID YOU KNOW:
Millennium can
automate this feature.
Add-on service should
be small price increases
only, such as $5 or $10.

23. Add-ons
TIP Create a menu of add-on services.
Hand it to your guests when they
arrive. This could happen in the
waiting room or in the shampoo
chair. Your front desk can talk to
these or when scheduling an
appointment on the phone.

24. Add-ons
IMPACT:
Will help increase
your average ticket
and productivity.
Add-ons

25. Add-ons (SPA)
Add Text
Simple PowerPoint
Presentation
“Hey Tanya, here is a menu of our enhancements that pair well with your service(s). Our most popular is
Aromatherapy, which provides tremendous health benefits like reducing anxiety, easing depression,
boosting energy levels, speeding up the healing process, helps eliminate headaches, boosts cognitive
performance, induces sleep, strengthens the immune system, and so much more. It’s only an additional $5. I
can add it on at this time.”

26. Add-ons (SALON)
Add Text
Simple PowerPoint
Presentation
“Hey Jill, here is a menu of our enhancements that pair well with your service(s). Our most popular is the Tea
Tree Lavender Mint shampoo experience while washing your hair. It really helps replenish moisture to the
hair. They also use a sugar scrub that helps exfoliate the scalp after the lavender mint shampoo, and it’s only
an additional $5.”

27. The client is ready to check out…

28. Home Regimen
Home Regimen
DID YOU KNOW:
Millennium offers work
tickets.
AQ022P: Work Tickets

29. Home Regimen
TIP
The service provider can then write
recommendations and/or
changes/additions to the service
directly on the work ticket throughout
the service.

30. Home Regimen
IMPACT:
Will increase your
average ticket.
Home Regimen

31. Home Regimen
Add Text
Simple PowerPoint
Presentation
Have the recommended product sitting on the retail counter waiting for the client upon check out.
“Nick used these products during your service today and recommended them because it will maintain your
look. Do you want to add these to your purchase?”

32. Pre-booking
Pre-booking
Recommendation:
Have a loyalty system
set up so you can
reward clients for
actions like prebooking,
which help grow your
business.

33. Pre-booking
Pre-booking
TIP:
Pre-book your clients
prior to ringing them
out for their current
services.

34. Pre-booking
IMPACT:
Will increase FOV,
pre-booking, and
retention.
Pre-booking

35. Pre-booking
Add Text
Simple PowerPoint
Presentation
“Ruth, your hair looks amazing! Jennifer has recommended you return in 6 weeks, which brings us to August
5th. Did you prefer the same time or earlier? Remember you earn 1000 with your loyalty program!”

36. A client cancels or is a no-show…

37. Reschedule the appointment. Don’t miss out on the opportunity to book an already-motivated client.
Remember, every opportunity that a client comes
back through your door is an opportunity to up-sell,
cross-sell, sell retail, add-ons, and gain potential
referrals!

38. Cancellation/No-Show
Cancellation/No-
Show
RUN:
AQ050: Clients Not
Checked Out (“No Show”)
report weekly.
Make sure you are calling
these clients as soon as
possible to get them back
into the salon or spa.

39. Cancellation/No-Show
Cancellation/No-
Show
DID YOU KNOW:
You can set up reports
in Millennium so that
they automatically print
at the end or start of
each week. This way, the
report is waiting for the
front desk to make the
proactive calls!

40. Cancellation/No-
Show
IMPACT:
Will increase
productivity and
retention.
Cancellation/No-Show

41. Cancellation/No-Show
Add Text
Simple PowerPoint
Presentation
“Hi Irena! This is Tanya from Millennium Salon & Spa. I see you were unable to come to your 60min.
massage. If you have a moment, I can certainly get you scheduled in before Ruth schedule books up. She
currently has the same time available next week. Should I put you in?”

42. A client has not been back and Is
due in for an appointment…

43. Clients Dues in
Clients Due in
RUN:
AQ070: Appointment
Recall Listing weekly.
This will showcase all of
your clients who are due
in for an appointment, but
do not have a future
appointment scheduled.

44. Clients Due in
IMPACT:
Will increase
productivity and
retention.
Clients Dues in

45. Clients Dues in
Add Text
Simple PowerPoint
Presentation
“Hi Colleen, this is Tanya from Millennium Salon and Spa. Just calling to check in and see how your hair is
doing. Also, letting you know that you are due in for your appointment, and Chelsea has an availability next
Saturday. I know that you typically book on Fridays, so I wanted to get you in before Chelsea books up.”

46. Keep in Touch:
For questions about today’s
presentation contact the Sales
Department.
EDUCATION@MILLENNIUMSI.COM
CONNECT WITH US
@SPEAKMILLENNIUM

47. Coming this month:
• August 7th: Webinar Millennium Goals
• August 23rd: Webinar Easy Hairpro
• August 28th: Academy Event Front Desk Certification