5 Ways to Keep Your Front Desk Productive (Presenter: Bob Maconi)

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5 Ways to Keep Your Front Desk Productive

M o n d a y , 1 : 0 0 - 1 : 3 0 p m E S T

Your PresenterRobert Maconi

• Vice President of Enterprise Solutions

• 18 Years with Millennium Systems International

• 29 Year Salon and Spa Owner


Agenda


• Is Your Front Desk A Cost Center or a Profit Center?

• 5 Easy Ways to Keep the Front Desk Productive

• Contact Information


Is Your Front Desk A Cost Center or a Profit Center?

• Answer Phones

• Greet Guests

• Close-Out Drawers

• Book Appointments

• Ring-Up Sales

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=BocqLiaij16EVM&tbnid=kupZnuhfr4SNrM:&ved=0CAUQjRw&url=http://daveschoenbeck.com/patients-dont-come-back/&ei=chDAU6yPCcSfyAT1poHgCg&bvm=bv.70810081,d.aWw&psig=AFQjCNEuROyPd8IervbtKdcteT9zmepg4Q&ust=1405182371623007



5 Easy Ways toKeep the Front Desk Productive

1. Pre-Book

2. Up-Sell

3. Cross-Sell

4. Add-On

5. Proactively Contacting Clients


“Pre-booking is the act of ensuring that your clients always come

back by booking their appointments in

advance.”




Pre-Booking – it’s a culture

• Educate your team

• Starts in the chair

• TELL clients when their next appointment is

• Reward clients for pre-booking




Pre-Booking =

Increased FOV

Let your software do the work for you




“Up-selling is the act of replacing existing service with a more

expensive one.”




2. Up-Sell

• Train your team on upgrades

• Every industry uses up-sell

For example: 60 Minute Massage to 90 Minute Massage





Up-Sell=

Increased Average Ticket




“Cross-Selling is the act of booking

additional services to an already booked

service.”




3. Cross-Sell

Increase Sales for other Departments

• For Example: Book a facial with a massage

Increase Sales for the same Department

• For Example: Book a pedicure with a manicure




Cross-Sell=






“Add-ons are items that have

been added to an existing service at no extra time, but

at extra cost.”




4. Add-Ons

No Time Wasted.

• Enhance the service for clients

• Train your team on add-ons (and their benefits)

For example: Conditioning treatment for a shampoo and cut




Add-Ons=






“Proactive Calls are the key to

keeping a filled appointment

book.”




5. Proactive Calls

Call Clients Due In30 Clients at $50 = $1,500 per month

Follow-up on Cancellations/Wait List5 Clients at $50 = $250 per week

6 Clients at $50 = $300 per month

Send We Miss You Emails5 Clients per month at $50 = $250 per month

$37,600 per Year




Proactive Calls=

Increased Revenue




WHAT IS THE BENEFIT OF DOING THESE 5 ACTION ITEMS FINANCIALLY? $$$$

Let me show you…

WHAT IF?


Five Ways To Keep Your Front Desk Productive

What is the benefit of doing these 5 Action Items financially?

Let me show you…

What If?


WHAT IS THE BENEFIT OF DOING THESE 5 ACTION ITEMS FINANCIALLY? $$$$

Let me show you…

WHAT IF?


Create Front Desk Professionals

Make It a Career Opportunity – Incentivize ThemFor Example: Create new positions with multiple levels

Receptionist – Entry Level • $8.00 an hour

Front Desk Specialist• $10.00 an hour

Front Desk Professionals• $15.00 an hour and up

• Also encompasses all 5 revenue increasers


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5 Ways to Keep Your Front Desk Productive (Presenter: Bob Maconi)