January in the salon..where's everybody at? |
Fun Fancy Nails aka Danalynn recently posted this question
on Facebook. What are you doing to
increase your clientele in January? My response? Rebook them in December. Kind
of a no brainer however many of us get busy, clients waiting, running behind so
we don’t take that extra step to make sure our guests are rebooked that day.
Rebooking is an art form in itself. You should have a strategic plan and verbal
script at the ready to make sure this important task is not overlooked.
Let’s look at a few scenarios. I am finishing up with my
guest and I ask if she would like to rebook her next appointment. Well actually
I don’t actually ask I say Let’s get you on the books for your next
appointment. I’m parental, I tell them what they need to do, admit it, some of
your clients need this too. We know how this is going to play out if we don’t.
They wait, and call needing to get in that week or even that day right? Their nail
emergency becomes our scheduling problem. Since we can’t make appointment times
appear out of thin air like some kind of nail genie what happens? They are
upset, we are booking extra hours or days to try and get them in. Not a good
scenario. I take back control. I say
this day and time seems to work best for us both, let’s look two, or three weeks
out whatever the case may be and get you on the books. Option one they say OK great let’s book it.
Option two they say well I don’t have my appointment book with me, rare these
days since everyone’s schedule is on their phone. If they say they don’t know their schedule I
then say Well Let’s put it on the books and you can check when you get home. If
you have a conflict we can try and rearrange it. What usually happens is if you
are on their schedule then your appointment becomes the conflict. They have to
work other appointments around you. Just as it should be. If they do have a conflict at least you know
with enough time to find an alternative slot.
I encourage my clients to book standing appointments with
me. I work two nights per week and have no interest in working another. Having
most of my clients on standings eliminates phone time, scheduling time and nail
emergencies. If you constantly have appointment challenged clients consider
charging premium pricing for the added hours or days. Let them know you do have
extra times available but they are at a higher fee. Say 20% higher than regular
pricing. Nothing like hitting them in the old pocketbook to get them booking
during regular business hours. On the other hand many clients that are in need
of these specific times may not mind paying the extra fee to have the time they
choose. If we don’t respect our time our clients won’t either. I am guilty as
charged myself at times. I just had a
situation last week where a client asked for a Monday appointment. I booked it
and met her at the salon, on my day off. I figured she may have been going out
of town and needed the Monday. Once we got there she said "Oh Millie I didn’t
realize when I booked this it was your day off. Why didn’t you tell me? I don’t need to have them done today, do you
have something tomorrow? I can come back." As it turned out I had time the next day
to fit her in and I was able to return to my regularly scheduled day off.
Lesson learned for me too. Don’t assume your clients have your schedule
memorized, even if you have been doing them for 10 years. Don’t get me wrong, I
would come in on a Holiday if a client was truly in need, that is after all how
to build a rock star clientele. But those times are few and far between. Get yourself in the habit of looking over
your schedule on a regular basis and creating the best work flow possible. After
all, what we are truly selling is our time, and remembering time is money is
smart marketing.
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