m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o mm i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

NO DOWN TIME ATTHE FRONT DESKMillennium Systems International

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Robert MaconiVice President of Enterprise Solutions18 Years with Millennium Systems International29 Year Salon and Spa Owner

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

WHAT DOES YOUR FRONT DESK MEAN TO YOU?

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

WHAT DOES YOUR FRONT DESK MEAN TO YOU?

Basic Responsibilities

(COST CENTER)

Close-Out Drawer

Greet Guests

Answer Phones

Book Appointments

Ring-Up Sales

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

$ Cost Center $VS.

$ Profit Center $

WHAT DOES YOUR FRONT DESK MEAN TO YOU?

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Goals

FRONT DESK MOTIVATION

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Goals

FRONT DESK MOTIVATION

Set Goals on Retail, Pre-Book,

Gift Cards..

Offer Commission and Pay Increase

Opportunities

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Build a Culture

EDUCATE THE FRONT DESK

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

NEW GUESTS PER MONTH

Marketing & Referrals

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

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NEW GUEST RETENTION

Call Guests Due in

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

REPEAT GUEST RETENTION

Call Guests Due in

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

REPEAT GUEST RETENTION

Sell Series and Book Standings

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

REPEAT GUEST RETENTION

Pre-Book

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

FREQUENCY OF VISIT

Sell Series and Book Standings

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FREQUENCY OF VISIT

Pre-Book

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FREQUENCY OF VISIT

Follow-up on No Shows, Cancellations,& Pendings

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

AVERAGE TICKET

Up-Sell

For example: 60 Minute Massage to 90 Minute Massage

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AVERAGE TICKET

Cross-SellFor example: Book a Facial with a Massage (Other Departments)

For example: Book a Pedicure with a Manicure (Same Department)

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AVERAGE TICKET

Add-On

For example: Moisture Treatment for Facial = $25

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

6 Growth IndicatorsEDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

APPLIES TO ALL GROWTH INDICATORS

Automated Marketing

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Make It Fun!

MOTIVATE THE FRONT DESK

Retail Contests & IncentivesPre-Book Contests w/ Service Providers

Package/Series Sales Bonus

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

ECONOMICS OF THE FRONT DESK

5 Chair Salon doing $450,000 a year with an average service ticket

of $60, and 1,700 active clients

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

ECONOMICS OF THE FRONT DESK

FOV increases from 4.5 to 6 =

$153,000 increase

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

ECONOMICS OF THE FRONT DESK

Retail sales increase from 10% to 15%=

$45,450 increase

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

ECONOMICS OF THE FRONT DESK

New total=

$648,400 (44% gain)

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

WHAT IF?

What if the front desk increased …..

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

CREATE FRONT DESK PROFESSIONALS

Make It a Career Opportunity – Incentivize ThemCreate new positions with multiple levels

Receptionist – Entry Level$8 an hour

Front Desk Specialist$10 an hour

Front Desk Professionals$15 an hour & up

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

FRONT DESK ACTION PLAN

Monday Tuesday Wednesday Thursday Friday

AQ070Appointment Recall Listing –

Due in this Week

We Miss You Email Blast/Calling

Clients not in for 3 Months

AQ246Add-on Wednesday!

Run Contest

AQ071 Missed

Opportunities

Top N Productsthis Week

AQ230 Cancellations Last Week

New Client Welcome EmailNew Clients Last Week

AQ245 Booked On Listing To Track Add-Ons

AQ201New Client Listing-

Call New Guests this Week to Verify Experience/Referral

Program

DP085 Products on Sale

Print to Prepare for Monday

Verify the Pending List Has Been Cleared

Upsell Marketing (Client Selection)

Guests who had Color but not a Haircut

MR126 Liabilities about to Expire

Teach a Service Provider Something New about the

RTMS

Lasts X Weeks Project Decide How Long a Guest Will Use a Product, and Enter into

Millennium

Look for Guests with a High FOV and Turn Them into

Standings

Email Verification –Use Printed Selection to Ensure Email Accuracy

Use MR045 to TrackPackage/Series Contest – Who Can Tag Their Name

on the Most!

Marketing Brain StormNext Weeks Promotions

FDP05 Front Desk Pre-book Analysis

Monitor Rebook % - MA245 Monitor Rebook % - MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245

MA065 Estimated Sales vs. Actuals

MA065 Estimated Sales vs. Actuals

MA065Estimated Sales vs.

Actuals

MA065 Estimated Sales vs. Actuals

MA065 Estimated Sales vs. Actuals

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Implement the proper tools to free up time!

NO TIME TO DO ALL THIS AT THE FRONT DESK?

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Online Booking

AUTOMATION & TOOLS

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

Millennium eGift

AUTOMATION & TOOLS

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

WebOpenings - Last minute appointment openings

AUTOMATION & TOOLS

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

MillenniumGO™

AUTOMATION & TOOLS

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

• Educate Your Team on Growth Indicators• Implement Front Desk Action Plan• Create Your Benchmarks (Use Reports to Analyze

Your Business)• Increase FOV by 1 Visit• Increase Average Ticket by $5

• Run Reports Again, Two Months from Now

ACTION PLAN

m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m

What are some key items that you will take back to your business to turn YOUR

front desk into a profit center?

REVIEW TIME!

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CONTACT USFor Information about Millennium or Meevo

sales@millenniumsi.com

For questions about today’s presentationeducation@millenniumsi.com

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