A Week of Opportunities
When it comes to growing your salon business, the front desk can be biggest driver of success.Â âAnd, if a salon empowers these professionals with right tools, it can make a big impact on the bottom line,â says John Harms, founder of Millennium Software. âExisting clients are your most valuable ones, and the front desk can play a big role in getting them in the door more often.
Harms recommends setting up a weekly calendar with assignments and goals for each day, then developing a reward system for the front desk staff who meet those goals. While each salon should develop the schedule that makes the most sense to them, Harms shows what a potential assignment calendar could look like:
Monday: Upsell Dayâhave front desk members identify opportunities in the upcoming weekâs schedule, call clients on the books and offer them incentives for add-ons. Â A few deep conditioning services or manicures tacked onto scheduled cuts and color services each day can make a big difference at week's end.
Tuesday: New Client Retention Dayâsend out welcome cards to the past weekâs new clients with an incentive to return.Â
Wednesday: RepeatClient Retention Dayâcontact any existing clients who havenât returned to the salon in 90 days with a special opportunity.
Thursday: Gift Certificate Dayâcontact those whose gift cards are due to expire in an attempt to get them in before the expiration date. They'll appreciate the warning, and will reward the salon with their loyalty.
Friday: No Show Dayâfollow up on that weekâs no shows and cancellations in an attempt to rebook.Â
âThere should be no downtime at the front desk,â says Harms. âIf no one is standing at the desk and the phone isnât ringing, then those professionals can be tweeting and texting clients about adding highlights to their service.â