improving your frequency of visit
TRANSCRIPT
Improving Your Frequency of
Visit Millennium Systems International
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.
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.
What is FOV? What is your ideal FOV? Send your responses via question box.
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.
Frequency Of Visit: Dependent on the services offered at your business.
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
Step One Run the RIGHT Reports
Step One The MA200: Growth Indicators Analysis
Step One The MA215: FOV by Service Class
Step One The MA220: FOV by Employee/Service
Class
Step TwoMake Effective Changes For The Future
• 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
Don’t deliver a product/service. Deliver an experience.
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.
• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the
chair.• Reward ($$$) your clients. • This is a group effort!
Tip Two Focus on Pre-Booking
“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first
week of January. Did you prefer the same time or earlier? Remember you
earn 1000 points with your loyalty program!”
Tip TwoFocus on Pre-Booking
Tip TwoFocus on Pre-Booking
• Get on board with segmented marketing. • Make your email content specific to each
demographic.• Have you considered automateted emails?
Tip ThreeVamp Up Your Marketing Strategy
Collect Information On Your Clients
Tip ThreeVamp Up Your Marketing Strategy
Tip ThreeVamp Up Your Marketing Strategy
Consider The Following: • Happy Birthday Emails (discounts/complimentary
services) • Post-Appointment Emails (remind to pre-book and earn
points)• “We Miss You” (make it automated) • Client Referrals/”Thank You” • New Product Launches (give away free samples?) • Liability Reminders
Tip FourSell Series/Memberships
• What is the difference between a series/membership?
• Less likely to leave after the purchase of pre-paid membership.
• Offer larger loyalty promotions for members. • Book standing after purchase.
Tip FourSell Series/Memberships
Tip Four
Consider Memberships:
1. Do Your Research
2. Set Your Prices
3. Establish Terms & Payment
4. Market Your Memberships
Length of Membership? Services Offered? Restrictions?
Tip FourSell Series/Memberships
Tip FiveIntroduce Client Loyalty Rewards
• Incentivize ($$$) pre-booking at their first visit.• Offer rewards for series/membership sales. • Double points for members? • Helps with all 6 growth indicators
Tip FiveIntroduce Client Loyalty Rewards
Lets create an action plan. What is your next step?
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.
Chapter FiveDefining Goals
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.
