Learn the different ways your front desk staff can encourage growth and effect the bottom line. Join Vice President of Sales, Bob Maconi, as he goes beyond basic appointment booking and ringing up sales. You will learn how to outline specific tasks the front desk can perform to increase their value and professionalism.

1. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o mm i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

2. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
NO DOWN TIME AT
THE FRONT DESK
Millennium Systems International

3. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Robert Maconi
Vice President of Enterprise Solutions
18 Years with Millennium Systems International
29 Year Salon and Spa Owner

4. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
WHAT DOES YOUR FRONT DESK MEAN TO YOU?

5. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
WHAT DOES YOUR FRONT DESK MEAN TO YOU?
Basic
Responsibilities
(COST
CENTER)
Close-Out
Drawer
Greet
Guests
Answer
Phones
Book
Appointments
Ring-Up
Sales

6. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
$ Cost Center $
VS.
$ Profit Center $
WHAT DOES YOUR FRONT DESK MEAN TO YOU?

7. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Goals
FRONT DESK MOTIVATION

8. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Goals
FRONT DESK MOTIVATION

9. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Build a Culture
EDUCATE THE FRONT DESK

10. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity
6 Growth Indicators

11. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity
6 Growth Indicators

12. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
NEW GUESTS PER MONTH
Marketing & Referrals

13. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity
6 Growth Indicators

14. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
NEW GUEST RETENTION
Call Guests Due in

15. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity
6 Growth Indicators

16. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
REPEAT GUEST RETENTION
Call Guests Due in

17. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
REPEAT GUEST RETENTION
Sell Series and Book Standings

18. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
REPEAT GUEST RETENTION
Pre-Book

19. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity
6 Growth Indicators

20. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
FREQUENCY OF VISIT
Sell Series and Book Standings

21. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
FREQUENCY OF VISIT
Pre-Book

22. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
FREQUENCY OF VISIT
Follow-up on No Shows, Cancellations,
& Pendings

23. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity
6 Growth Indicators

24. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
AVERAGE TICKET
Up-Sell
For example: 60 Minute Massage to 90 Minute Massage

25. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
AVERAGE TICKET
Cross-Sell
For example: Book a Facial with a Massage (Other Departments)
For example: Book a Pedicure with a Manicure (Same Department)

26. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
AVERAGE TICKET
Add-On
For example: Moisture Treatment for Facial = $25

27. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
6 Growth Indicators
EDUCATE THE FRONT DESK
New
Guests
per Month
New
Guest
Retention
Repeat
Guest
Retention
Frequency
of Visit
Average
Ticket
Productivity

28. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
APPLIES TO ALL GROWTH INDICATORS
Automated Marketing

29. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Make It Fun!
MOTIVATE THE FRONT DESK
Retail Contests & Incentives
Pre-Book Contests w/ Service Providers
Package/Series Sales Bonus

30. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
ECONOMICS OF THE FRONT DESK
5 Chair Salon doing $450,000 a
year with an average service ticket
of $60, and 1,700 active clients

31. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
ECONOMICS OF THE FRONT DESK
FOV increases from 4.5 to 6
=
$153,000 increase

32. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
ECONOMICS OF THE FRONT DESK
Retail sales increase from 10% to 15%
=
$45,450 increase

33. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
ECONOMICS OF THE FRONT DESK
New total
=
$648,400 (44% gain)

34. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
WHAT IF?
What if the front desk
increased …..

35. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
CREATE FRONT DESK PROFESSIONALS
Make It a Career Opportunity – Incentivize Them
Create new positions with multiple levels
Receptionist – Entry Level
$8 an hour
Front Desk Specialist
$10 an hour
Front Desk Professionals
$15 an hour & up

36. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
FRONT DESK ACTION PLAN
Monday Tuesday Wednesday Thursday Friday
AQ070
Appointment Recall Listing –
Due in this Week
We Miss You Email
Blast/Calling
Clients not in for 3 Months
AQ246
Add-on Wednesday!
Run Contest
AQ071
Missed
Opportunities
Top N Products
this Week
AQ230
Cancellations Last Week
New Client Welcome Email
New Clients Last Week
AQ245
Booked On Listing
To Track Add-Ons
AQ201
New Client Listing-
Call New Guests this Week to
Verify Experience/Referral
Program
DP085
Products on Sale
Print to Prepare for Monday
Verify the Pending List Has
Been Cleared
Upsell Marketing
(Client Selection)
Guests who had Color but not
a Haircut
MR126
Liabilities about to Expire
Teach a Service Provider
Something New about the
RTMS
Lasts X Weeks Project
Decide How Long a Guest Will
Use a Product, and Enter into
Millennium
Look for Guests with a High
FOV and Turn Them into
Standings
Email Verification –
Use Printed Selection to
Ensure Email Accuracy
Use MR045 to Track
Package/Series Contest –
Who Can Tag Their Name
on the Most!
Marketing Brain Storm
Next Weeks Promotions
FDP05
Front Desk Pre-book Analysis
Monitor Rebook % - MA245 Monitor Rebook % - MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245
MA065
Estimated Sales vs. Actuals
MA065
Estimated Sales vs. Actuals
MA065
Estimated Sales vs.
Actuals
MA065
Estimated Sales vs. Actuals
MA065
Estimated Sales vs. Actuals

37. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Implement the proper tools
to free up time!
NO TIME TO DO ALL THIS AT THE FRONT DESK?

38. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Online Booking
AUTOMATION & TOOLS

39. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Millennium eGift
AUTOMATION & TOOLS

40. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
WebOpenings - Last minute
appointment openings
AUTOMATION & TOOLS

41. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
MillenniumGO™
AUTOMATION & TOOLS

42. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
• Educate Your Team on Growth Indicators
• Implement Front Desk Action Plan
• Create Your Benchmarks (Use Reports to
Analyze Your Business)
• Increase FOV by 1 Visit
• Increase Average Ticket by $5
• Run Reports Again, Two Months from Now
ACTION PLAN

43. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
What are some key items that you will
take back to your business to turn YOUR
front desk into a profit center?
REVIEW TIME!

44. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Follow us on Instagram & Twitter
@speakmillennium

45. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
CONTACT US
For Information about Millennium or Meevo
sales@millenniumsi.com
For questions about today’s presentation
education@millenniumsi.com

46. m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m