Improving Your Frequency Of Visit
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Transcript of Improving Your Frequency Of Visit
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Improving Your Frequency of
Visit Millennium Systems International
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Hello!Meet Ruth Gonzalez.Ruth Gonzalez has a background in International Business and first-hand experience as Inventory Manager at a salon and medspa. As a Learning Specialist, Ruth helps clients make the most of their software to grow their business, and furthers the education of internal employees. She also assists our Spanish speaking clients.
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GoToWebinar Overview• Have questions? Enter them into the
“Questions” box on the right-hand side of your screen.
• All attendees are placed on “listen only” mode.
• Please take some time to fill out the brief survey that will be sent to you via e-mail following today’s presentation.
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What is FOV? What is your ideal FOV? Send your responses via question box.
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Frequency Of Visit: The average number of times a client visits your business. The industry average (for a salon) is 4.88 times per year.
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Frequency Of Visit: Dependent on the services offered at your business.
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Frequency Of Visit: Dependent on the services offered at your business.
• Example One: Nail Services Clients should be coming in every 2
weeks. FOV=26
• Example Two: Massage/Facial ServicesClients should be coming in once a
month. FOV=12
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Step One Run the RIGHT Reports
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Step One The MA200: Growth Indicators Analysis
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Step One The MA215: FOV by Service Class
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Step One The MA220: FOV by Employee/Service
Class
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Step TwoMake Effective Changes For The Future
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• What sets you apart from your competition?• Every experience should be memorable. • Make clients excited to return! • Utilize your software tools.
Tip One The Customer Experience
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Don’t deliver a product/service. Deliver an experience.
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Tip One The Customer Experience
TIP: Use the appointment status bar to view clients who are due to walk through the door within 15 minutes. Welcome clients by name and have consent
forms available for check-in.
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• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the
chair.• Reward ($$$) your clients. • This is a group effort!
Tip Two Focus on Pre-Booking
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“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first
week of January. Did you prefer the same time or earlier? Remember you
earn 1000 points with your loyalty program!”
Tip TwoFocus on Pre-Booking
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Tip TwoFocus on Pre-Booking
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• Get on board with segmented marketing. • Make your email content specific to each
demographic.• Have you considered automateted emails?
Tip ThreeVamp Up Your Marketing Strategy
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Collect Information On Your Clients
Tip ThreeVamp Up Your Marketing Strategy
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Tip ThreeVamp Up Your Marketing Strategy
Consider The Following: • Happy Birthday Emails (discounts/complimentary
services) • Post-Appointment Emails (remind to pre-book and earn
points)• “We Miss You” (make it automated) • Client Referrals/”Thank You” • New Product Launches (give away free samples?) • Liability Reminders
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Tip FourSell Series/Memberships
• What is the difference between a series/membership?
• Less likely to leave after the purchase of pre-paid membership.
• Offer larger loyalty promotions for members. • Book standing after purchase.
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Tip FourSell Series/Memberships
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Tip Four
Consider Memberships:
1. Do Your Research
2. Set Your Prices
3. Establish Terms & Payment
4. Market Your Memberships
Length of Membership? Services Offered? Restrictions?
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Tip FourSell Series/Memberships
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Tip FiveIntroduce Client Loyalty Rewards
• Incentivize ($$$) pre-booking at their first visit.• Offer rewards for series/membership sales. • Double points for members? • Helps with all 6 growth indicators
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Tip FiveIntroduce Client Loyalty Rewards
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Lets create an action plan. What is your next step?
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Milestone Actions Target Date
Discuss the Growth Indicators with Staff
Show them the growth indicators, what they do, and how they play a part.
Research Where You Currently Stand
Run the MA200 for the business and each
service provider. Take a look at your new client
retention.Set a Goal Set a SMART goal and
place inside of your software.
Follow-Through Check in periodically to see where your team
stands with goals.
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Chapter FiveDefining Goals
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So what does a SMART goal look like? Increase FOV by 1, in 6 months, by utilizing pre-booking dialogues,
selling series, and implementing a points & rewards program.