SITUATION: I’m finding that my customers aren’t rebooking for future appointments. Is it me or the salon?
SITUATION REVIEW: Rebooking your customers before they leave the salon has many benefits, not only for you the service provider but also for the overall salon/spa as well as your clients. Ultimately, though, it is up to you to seal the deal.
SOLUTION: Being successful at rebooking your salon/spa clients is much more than saying “do you want to rebook?” Successful service providers follow a system for asking their clients to rebook. It’s not just what you say, but it’s also how you say it.
Set rebooking goals - Begin by setting a realistic rebooking goal for yourself. After all, without a goal how will you know where you’re going and when you have become successful.
Create a natural sounding script - develop a natural sounding script to help you ask your clients to rebook. The purpose of the script is to create consistency within your service cycle. As an example:
______ (client name), let’s get your next appointment booked. I need to see you in 4 or 5 weeks for your _______ (service). Which would you prefer? (wait for client to select 4 or 5 weeks)
Would ____ (day) or ____(day) work for you? (wait for client to select their choice of day)
Which is better for you, mornings, afternoons or evenings? (wait for client to select time)
I have _____ a.m./p.m. or _____ a.m./p.m. available; which do you prefer? (wait for client to respond)
Great, I’ll see you _____ (date) at ____ (time). Let me get you an appointment card.
Educate – Part of your job as a beauty professional is to educate your clients on what it takes to keep their hair, color, etc. looking it’s best. Tell them how many weeks it should be before they return to the salon/spa to keep up their desired look.
Create urgency – To provide outstanding customer service it’s important that your clients can book their appointments when they need and want them. Advise your clients that your appointments are filling up fast and to ensure they can book a time and date that works best for their schedules, you would suggest they rebook before they leave the salon.
GROWTH OPPORTUNITY: Rebooking your clients before they leave the salon is a win, win. It’s one of the easiest ways for you to become a busy, successful beauty professional. You will find yourself busier, your days more productive with less idle time, which will ultimately generate more revenue for you and the salon/spa.
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