Are you filling up those empty time slots in your appointment book? In other words, are you reaching maximum capacity? Do you know the industry ideal for productivity? Join Ruth Gonzalez to learn how to maximize productivity across all departments while increasing your overall revenue.

1. Maximizing Productivity
at Your Business
Millennium Systems International

2. Hello!
Meet Irena Mena.
Irena Mena is the Learning Manager at Millennium Systems
International, an innovative educator who seeks to make the
entire industry more knowledgeable. Irena has been with
Millennium for 5 years. She has a degree in Secondary
Education with additional certifications in Instructional Design,
Technical Writing, and Public Speaking.

3. GoToWebinar Overview
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• Please take some time to fill out the brief survey that will be
sent to you via e-mail following today’s presentation.

4. What is productivity? What does it mean to you?
Send your responses via question box.

5. Productivity:
The measurement of how busy service providers are during
scheduled business hours.

6. Productivity:
Ideally, a business should be shooting for 75-80% productivity. Anything
over 80% is counterproductive for service providers.

7. What factors influence productivity?
Heavily influenced by all of the growth indicators.

8. New Clients
The Six Growth Indicators (KPIs)
New Client
Retention
Repeat
Client
Retention
Average
Ticket
Frequency
of Visit
Productivity

9. Step One
Run the RIGHT Reports

10. Step One
The MA200: Growth Indicators Analysis

11. Step One
The MA060: Employee Productivity

12. Step One
The FDP00: Front Desk Productivity

13. Step Two
Make Changes for the Future

14. Up-selling is a sales technique whereby the seller encourages the
customer to purchase a higher ticket item/upgrade instead of the
requested service.
Example: 60 Minute Massage to 90 Minute Massage
Tip One
Implement Up-sell

15. Tip One
Implement Up-sell

16. “Irena 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.
Tip One
Implement Up-sell

17. Cross-selling is a sales technique whereby the seller encourages the
customer to purchase an additional service in addition to the
requested service.
Example: Manicure + Pedicure (same department)
Massage + Facial (different department)
Tip Two
Implement Cross-sell

18. Tip Two
Implement Cross-sell

19. “Okay Jen, you are all set with your manicure at
2 PM. We are offering 15% off of our pedicure
services, if you have extra time. I would be
happy to book you for a pedicure right after
your manicure.”
Tip Two
Implement Cross-sell

20. • Make this automated inside of your software.
• Utilize MillennimGO for pre-booking at the chair.
• Reward ($$$) your clients.
• This is a group effort!
Tip Three
Focus on Pre-Booking

21. Tip Three
Focus on Pre-Booking

22. “Michelle, your hair looks amazing! Chelsea
has recommended you return in 6 weeks,
which brings us to the first week of January.
Did you prefer the same time or earlier?
Remember you earn 1000 points with your
loyalty program!”
Tip Three
Focus on Pre-Booking

23. Tip Four
Increase Your New Client Statistics
• Ask for referrals
• Be active on social media
• Pay attention to online reviews
• Communicate with potential clients

24. “Susan, you’ve been my client for a while now
and you mentioned you love my work. Do
you know any other people who would like
my haircutting services?”
Tip Four
Increase Your New Client Statistics

25. Tip Four
Increase Your New Client Statistics

26. Tip Five
Increase Productivity Through Marketing
• Market your underproductive departments
• Market slow “dead” times

27. Tip Five
Increase Productivity Through Marketing

28. Overproductive Service Providers
What should I be doing?
• PRICE INCREASE!
• Introduce tiered pricing.
• Retain clients by pushing them towards lower tiers.
• Remember: it is all in the delivery.

29. Lets create an action plan.
What is your next step?

30. Milestone Actions Target Date
Discuss the Growth Indicators
with Staff
Show them the growth
indicators, what they do, and
how they play a part.
Research Where You
Currently Stand
Run the MA200 for the
business and each service
provider. Take a look at your
new client retention.
Set a Goal Set a SMART goal and place
inside of your software.
Follow-Through Check in periodically to see
where your team stands with
goals.

32. Any Questions?
For questions about today’s presentation:
education@millenniumsi.com