5 ways to keep your front desk productive - 2/15/16
TRANSCRIPT
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5 WAYS TO KEEP YOURFRONT DESK PRODUCTIVE
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Bob MaconiVP of Enterprise Sales
Millennium Systems International
Owner of Salon Today 200 WinnerElysium Salon & Spa in Lincoln Park, NJ
YOUR PRESENTER
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AGENDA
• Is Your Front Desk A Cost Center or a Profit Center?
• 5 Easy Ways to Keep the Front Desk Productive
• Contact Information
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Is Your Front Desk A Cost Center or a Profit Center?
They Should Do More Than Just
• Answer Phones• Greet Guests• Close-Out Drawers• Book Appointments• Ring-Up Sales
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5 Easy Ways toKeep the Front Desk Productive
1. Re-Book
2. Up-Sell
3. Cross-Sell
4. Add-On
5. Proactively Contacting Clients
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Re-Booking
1
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“Re-booking is the actof ensuring that your clients
always come back bybooking their appointments
in advance.”
1
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RE-BOOKING IS A CULTURE• Educate your team
• Starts in the chair
• Tell your clients when their next appointment is
• Reward clients for pre-booking
• Rewards & Point Systems
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Re-Booking =
Increased FOVLet your software do the work for you
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Up-Selling
2
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“Up-selling is the actof replacing existing servicewith a more expensive one.”
2
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UP-SELLING
• Train your team on upgrades
• Every industry uses up-sellFor example: 60 Minute Massage to 90 Minute Massage
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Up-Sell=
Increased Average Ticket
Let your software do the work for you
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Cross-Selling
3
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“Cross-Selling is the actof booking additional servicesto an already booked service.”
3
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CROSS-SELLING
Increase Sales for other Departments
• For Example: Book a facial with a massage
Increase Sales for the same Department
• For Example: Book a pedicure with a manicure
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Cross-Sell=
Increased Average Ticket
Let your software do the work for you
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Add-Ons
4
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“Add-ons are items that have beenadded to an existing service
at no extra time, but at extra cost.”
4
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Add-Ons=
Increased Average Ticket
Let your software do the work for you
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Add-OnExamples
You Can Try
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ADD-ONS
No Time Wasted.
• Enhance the service for clients
• Train your team on add-ons (and their benefits)
For example: Conditioning treatment for a shampoo and cut
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Proactive Calls
5
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“Proactive Calls are the keyto keeping a filled appointment book.”
5
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PROACTIVE CALLS
Examples of Different Kinds of Proactive Calls• Outstanding Liabilities
• Holiday Promotions
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Proactive Calls=
Increased Revenue
Let your software do the work for you
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What is the benefit of doing these5 Action Items financially?
Let me show you…
WHAT IF?
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CREATE FRONT DESKPROFESSIONALS
Make It a Career Opportunity – Incentivize ThemFor Example: Create new positions with multiple levels
Receptionist – Entry Level • $8.00 an hour
Front Desk Specialist• $10.00 an hour
Front Desk Professionals• $15.00 an hour and up
• Also encompasses all 5 revenue increasers
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TIP 1Re-Booking
RECAP
TIP 2Up-Selling
TIP 3Cross-Selling
TIP 4Add-Ons
TIP 5Proactively Call
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CONTACT USFor questions about today’s presentation
Download This Presentation onMillennium’s Slideshare
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