The front desk can do so much more than answer phones. With help from the stylists and a little structure, there is endless potential to generate additional revenue by increasing the average ticket. Creating a culture that is focused on maximizing profit can be done through up-selling, cross-selling, and add-on services.
Suggesting new services or retail to a client helps to build trust and strengthen your relationship. Clients who trust you will be more likely to spend more money. Building trust also builds loyalty to your business. Loyal clients will not only be willing to try new services, but will also be likely to refer new clients to your business.
Creating a set dialogue when up-selling, cross-selling, suggesting add-on services and retail will help you get the lingo down. Scripts help guide your conversations so you can become more comfortable and confident.
For example: “Hey [Client Name], here is a menu of our enhancements that pair well with your service(s). Our most popular is the Tea Tree Lavender Mint shampoo experience while washing your hair. It really helps replenish moisture to the hair. They also use a sugar scrub that helps exfoliate the scalp after the lavender mint shampoo, and it’s only an additional $5.”
In addition to implementing scripts, you should understand the impact and benefits of retail, up-sell/cross-sell opportunities, and all add-ons. The benefits include increased average ticket, increased productivity, and as a result, and increased bottom line. Keep in mind, in order to be as successful as possible, always stay up-to-date with the latest offered services as well as every retail product.
For more even more ways to increase your confidence in up-selling, cross-selling, and suggesting add-ons and retail, download this guide. It includes scripts for every situation so you can increase your mojo and rock the revenue at your salon.
For reprint and licensing requests for this article, Click here.