What percentage of your clients re-book?

[Blue Rose]

As the title says, what percentage of your clients re-book?

When I used to do clients on a regular basis my re-book rate would be around 70-80% & my main therapist (before going on maternity leave) would be about 65-70% which I was happy enough with.

Current therapists rate is so appalling I don't even want to mention it. Getting new clients through the door is not a problem (thanks to Facebook) but it's getting them back or getting them to have other treatments that seems to be the problem with these 2!!

For those that employ staff, how do you get your staff to manage a decent re-book/upsell/cross sell rate? I've told these 2 til I'm blue in the face they need to pull their socks up, even offered incentives/bribes but still no better, grrr

What is a girl to do????

 

[vitality]

Hi in my last job in introduced a staff incentive scheme. This scheme was done on a pro-rata and full-time basis so it was fair on everyone.

The scheme used points and were awarded to staff for things like gift voucher sales, impulse sales, re-booking client's, exceptional customer care, visual merchandising, hygiene, appearance, attitude etc. anything you think is important in your salon really.

This worked a treat as it improved staff morale and made the job more enjoyable really as well as increased revenue, return client's etc.

At the end of every month an employee was awarded a prize such as a free product or dinner for two etc. and at the end of the year there was a bigger prize. you could adapt this to your own needs.

hope this is helpful x x

 

[persianista]

I think I have tried everything. You always get one that says "I forgot"
I have one that cant seem to even take payment properly.

If you find a magic solution for thick stupid staff then let me know.

PS I am having a bad day with them. Can you tell?

 

[persianista]

I think I have tried everything. You always get one that says "I forgot"
I have one that cant seem to even take payment properly.

If you find a magic solution for thick stupid staff then let me know.

PS I am having a bad day with them. Can you tell?

 

[fastwax]

sounds to me like they either hate ther job or are just plain lazy. i used to do weekly charts and put them in the staff room for all to see this did help as no1 wanted to be the worst performer it also meant the girls could see what they needed to be aiming for. also if you have a receptionist make this her job to always ask clients if they want to book there next apt. maybe do more training with the girls and give them 10% discount cards to give to customers if they book there next apt there and then just untill the girls get used to doing re books

 

[kimi1101]

Do you mean rebook as in before the client leaves the salon? good idea bout the chart. the seminar i was at on mon th guy says he takes staff into the room n says you have cbb syndrome, they say whats that, he says, cant be bothered!! dawn i had to teach my work exp girl how to rip foil after she pretty much wasted half a roll, and then had to talk to her about why its inappropriate to tell a client their appt is "the moara"
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[Blue Rose]

sounds to me like they either hate ther job or are just plain lazy. i used to do weekly charts and put them in the staff room for all to see this did help as no1 wanted to be the worst performer it also meant the girls could see what they needed to be aiming for. also if you have a receptionist make this her job to always ask clients if they want to book there next apt. maybe do more training with the girls and give them 10% discount cards to give to customers if they book there next apt there and then just untill the girls get used to doing re books

We don't have a receptionist - it's up to the 2 therapists to re-book clients there & then. I've done training (many a time) & I've even given them a script to use instead of asking "would you like to re-book?" which gives the client the chance of saying no.

I have a few different systems in place to try & encourage more upsells/cross sells which should make it easier for the girls but it just falls on deaf ears, grr. We have regular staff meetings & I ask them what would make it easier for them but still nothing!!

I should just mention though that they both had a major rollicking a couple of weeks ago & 1 of them has since handed in her notice. She's been part time with me & is going onto a full time job. The irony is not lost on me that if she had got more clients coming back & cross selling, she'd be full time with me!

I do have my main therapist coming back part time from maternity leave at the end of the month but I'm still left with another very nice therapist who isn't getting enough repeat business.

I've asked clients for feedback & it's always positive with no complaints.

I'm really at a loss here & it's really getting me down! :irked:

edit: I've even offered 15 mins treatment time for each package that they sell so after 4 sold they could have an hours pampering, still nothing!!!

 

[totalbirdbrain]

Unfortunately 'motivational' gifts/offers/incentives seem to fall on deaf ears these days. Gone seem to be the days of people actually wanting to WORK...not just turn up! People dont seem to realise that the easy part is getting the job...the hard work is keeping it...earning your right to be employed etc. As employers we arent doing them a favour by employing them! Sorry will stop ranting...having 'one of those days' myself.

I've tried lots of different things, dont get me wrong, I have a good team, my receptionist is a rock, but I have now given up trying the carrot and stick...at the end of the day rebooking clients is part of their job...so they should just do it! Or at least attempt to do it, some clients wont rebook and that is their perogative but they should be given the opportunity.

oh dear...think i'd better go and have some more caffeine.

 

[jes]

Getting new clients through the door is not a problem (thanks to Facebook) but it's getting them back or getting them to have other treatments that seems to be the problem with these 2!!

I know this thread is aimed at staff but I think it's worth mentioning, IMHO, the market place has changed. Due to the current economic climate customers are after bargains and they know there's plenty of offers out there to find, as long they shop around a bit.

 

[jo1983]

Was wondering if your employment contract states that they have to meet key performance indicators?
Perhaps you should give them one last chance, make it perfectly clear that if they want to keep their job they must meet certain targets. And you will help them as much as possible by conducting a meeting every week/month to see if they are meeting them, this will give them a chance to voice any difficulties, ask for help, and prove that they are trying. Also it will give you a good indication to see if they really bring any value to your salon, or if you should cut them loose!!!

Good Luck

 

[fastwax]

think i agree with you jo, if you've tried everything think its time to maybe start going down the root capability/ capability dismissal procedure ! good luck x