Are your guests coming back?
The most successful service providers and salon/spas I have ever met have a high percentage of client rebookings.
Rebooking guests before they leave the salon/spa is certainly not a new concept. However, the challenge is most service providers fail to embrace the concept or completely understand the benefits. Rebooking guests is a win, win! Your guest wins, your service providers win and yes, the salon/spa wins! After all, those that embrace the rebooking culture have increased revenues, increased client retention and fuller appointment books than those that don’t.
The question I get asked often is… How do I make my team rebook? I tell them it’s important, I run the occasional contest around rebookings, but still nothing! They just won’t do it!
Let me tell you a little secret! You must first establish a salon/spa culture around rebooking. Within the culture everyone on the team understands the value of rebooking, everyone on the team takes ownership of rebooking, and in addition the salon/spa owner or manager is also involved within creating and maintain the culture. As we know, it takes an entire village!
ACTION STEPS TO CREATE A REBOOKING CULTURE
- Get Your Team’s Buy-In – Your team must understand the value and benefit of rebooking. Share with them what’s in it for them if they rebook!
- Create Scripts – Work with the team and create your own unique salon/spa’s rebooking script. This script will be utilized by all on the team, from the service provider to the front desk specialists.
- Train – You must give your team members the training they will need to be successful at rebooking. I suggest role-playing, print off the rebooking script for each team member and practice. Encourage them to use the rebooking script as a cheat sheet until they are 100% comfortable with the wording and it flows off their tongues effortlessly.
- Set Goals – Your job as the owner/manager is to set monthly goals around rebooking rates for each team member and the front desk. You will want to monitor these percentages on a daily, weekly and monthly basis.
By creating a salon/spa culture of rebooking, you will ensure that each and every team member takes ownership of asking guests if they would like rebook. Click on the button below for a complimentary rebooking script for your front desk specialists. It’s our gift to you from Empowering You Consulting.
Once you have received your “Front Desk Rebooking Script”, make sure you build a culture around rebooking and train your front desk on this tool. (And don’t forget to track!)
We hope you enjoy this tool!
If you need help maximizing the tool or if you want some customized strategy on improving your salon’s level of performance, sign up for a complimentary 30-minute strategy session with an Empowering You Coach. We’d love to dig in deeper and get to know you and your business.