There are lots of little tips I love to give our clients about ways to double their revenue for the day. A few small improvements here and there will add up over the course of a month and even more over a year.
Want to learn some of the strategies we share with our clients?
Another way to amplify your revenue is through Rock Star Consultations.
Client consultations certainly aren’t anything new to our industry. But, did you know that the consultation is one of the most important pieces of the guest visit?
Through my travels from salon to salon, I am witness to many different types of consultations. Some are not so effective. Others are a little better. The truth of the matter is, when you conduct an effective consultation, you can provide WOW customer care and upsell additional services and/or take-home care products. An effective consultation provides you with an opportunity to hear exactly what your guests’ needs and wants are. Based off those needs, you can make powerful professional recommendations.
KEY QUESTIONS
I like to think of a client consultation as a series of key questions, and these questions will help you discover exactly what your guests are looking for from a salon or spa. Now, since it’s a series of questions, you will want to make certain you’re asking the right ones. I like to use open-ended, thought-provoking questions… ones that allow you to gather as much information as possible. I suggest staying clear of asking closed-ended questions. After all, all you will get when asking a closed-ended question is a yes or a no! (Need help with which questions to ask? Download our consultation tool.)
LISTEN
Another key component of conducting a Rock Star Consultation is your ability to effectively listen to your guests. The key is to give your guests your undivided attention, sit down eye to eye, and listen. If you’re not genuinely listening, they’ll know. I recommend that you take the time to repeat back and confirm what your customer has mentioned during your asking of those key questions.
PROFESSIONAL RECOMMENDATIONS
The last step in conducting a Rock Star Consultation is to make your professional recommendations. This is where you can upsell services and take-home products and to get them scheduled for their next visit. This is the time when an “okay” or even “good” revenue day turns into a Rock Star one!
And honestly, the consultation is where you make clients for life.
If you need help with mastering consultations, we’ve included the the below consulting worksheet to walk through the entire Rock Star Consulting process. It’s our gift to you for being part of our community.
