Blog

REBOOKING OUR CLIENTS

Are you looking to grow your business?

 

How would you rate yourself out of 10 in terms of re booking clients?  1 being poor and 10 being excellent.

 

Rebooking helps to grow your practice.  Rebooking equals repeat business so you can spend more time earning more money unless time marketing.  What a wonderful plan that would be.

 

It is said the rebooking rates for new clients is around 25-30%, where is rebooking rates for existing clients is between 70-90%.

 

Of those clients that don't re book, do you know why?  Do you ask them? Do you do market research to find out why? If the answer is no, why not?

 

During my consultancy for salons, where I have done the market research for them, some of the reasons why clients don’t rebook:

  • I don't feel listened to
  • I was uncomfortable: temperature, music, too much talking
  • Massage wasn't as wanted: pressure too hard/too soft, didn't address problem areas, didn't flow well

 

But the biggest reason, funnily enough, is because they were not asked.  So whether you're a one man band, or have multiple therapists, I would say every client should be asked when they would like their next appointment.

 

Important tips on rebooking

When the client comes in for the rebooking, make sure you read over their paperwork and always ask questions

  • they will feel listened to

 

Always remember important personal facts about the clients (their job, holidays, children etc.) and bring them into conversation

  • they will listen to and feel special

 

Give a recommendation for when the next treatment should be booked in

 

Say something reassuring so they feel heard

 

 

New client tips to make them feel special

Always greet new clients and if relevant give them a tour of your facilities

 

Always offer an upgrade

  • aromatherapy from standard massage
  • 90 minute facial to include a back massage or a head massage from a standard 60 minute facial
  • Etc

 

Ask key questions during the first 2-5 minutes (habits, concerns, lifestyle)

 

Think about giving welcome packs

 

Let them know they can call you with any questions or concerns about their treatment or products purchased

 

Build a relationship

 

During the Treatment

Make sure clients know where to put their personal belongings.  No point having boxes etc for them to put them in if they don't know they're there

 

Make sure they know to tell you if they would like more pressure, less pressure, products are tingling etc

 

Ask them if they need a bolster to ease any discomfort

 

Make sure the room is at the right temperature

 

Make sure the lighting is appropriate for the treatment

 

Whatever treatment you're doing, finished the session in a relaxing way

 

Thank your client.  Tell them there is no need to rush.  Give them a glass of water and let them know where you will be when they are ready.

 

 

 

Housekeeping

Always make sure you have your consultation form ready for completion with clipboard and pens

 

Have a variety of music options and ask the client to choose what they would like to hear.

 

Make sure towels etc. are clean and unstained

 

Make sure the bathroom is clean and well stocked with toilet rolls, sanitary items,  perfume, room deodoriser, antiperspirant etc.

 

Make sure the clock in your room is silent

 

Ensure signage to your salon is clear and let new clients know whether there is parking on site

 

If doing a massage offer them a variety of different medium: cream, oil etc.

 

Have a robe and slippers available should the client need a trip to the bathroom during treatment

 

Make sure you have extra blankets in case the client is chilled

 

During the winter, use a heated couch

 

Make sure equipment is clean and maintained

 

Make sure clients have a place to put their things

 

Make sure water is available for clients after their treatment

 

Hand clients up to date marketing materials

 

Client Education

For me this is a big one, especially if you're doing advanced treatments

Give clients realistic expectations.  I always under promise and over deliver

Where necessary, refer out to doctors, chiropractors, foot health professionals and so on

Use handouts and write home care note.  I always follow these up with an email

Educate client about the effects of stress and self care

 

So what can you do to help client rebooking?

“Hi, I found or noticed ………………. (condition or issue) as I was working on you today.

Have you noticed that?

I would recommend …………………………… (the next treatment session and overall how any treatments they will need) to work on getting ………………… (condition or issue) under control or resolved. Then …………………. (monthly or as often as you think they need) the stress relief and keep …………………. from recurring.

Does that sound like something you would like to do?

 

Schedule appointments as far in advance as possible

 

 

 

Rebooking Tips

For objections try and find a plan that will work

Give written recommendations and other information as needed and follow this up on email

Be confident!

Use scarcity.  “Let’s get you in the books because my schedule is filling up”.

  • Use this tactic with new clients.  Even if you have a lot of white space in your diary only offer them one or 2 appointments

Recommendation Sheets

  • Name of your salon, address, email and contact number
  • Next appointment
  • Homecare
  • Notes
  • Therapist

 

Think about Client Loyalty Programmes

  • Prepaid packages
  • Reward points
  • VIP programmes
  • Membership

REBOOKING OUR CLIENTS

Are you looking to grow your business?

 

How would you rate yourself out of 10 in terms of re booking clients?  1 being poor and 10 being excellent.

 

Rebooking helps to grow your practice.

Rebooking equals repeat business so you can spend more time earning more money unless time marketing.  What I wonderful plan that would be.

 

It is said the rebooking rates for new clients is around 25-30%, where is rebooking rates for existing clients is between 70-90%.

 

Of those clients that don't re book, do you know why?  Do you ask them? Do you do market research to find out why? If the answer is no, why not?

 

During my consultancy for salons, where I have done the market research for them, some of the reasons why clients don’t rebook:

  • I don't feel listened to
  • I was uncomfortable: temperature, music, too much talking
  • Massage wasn't as wanted: pressure too hard/too soft, didn't address problem areas, didn't flow well

 

But the biggest reason, funnily enough, it's because they were not asked.  So whether you're a one man band, or have multiple therapist, I would say every client should be asked when they would like their next appointment.

 

Important tips on rebooking

When the client comes in for the rebooking, make sure you read over their paperwork and always ask questions

  • they will feel listened to

 

Always remember important personal facts about the clients (the job, holidays, children etc.) and bring them into conversation

  • they will listen to and feel special

 

Give a recommendation for when the next treatment should be booked in

 

Say something reassuring so they feel heard

 

 

New client tips to make them feel special

Always greet new client and if relevant give them a tour of your facilities

 

Always offer an upgrade

  • aromatherapy from standard massage
  • 90 minute facial to include a back massage for a head massage from a standard 60 minute facial
  • Etc

 

Ask key questions during the first 2-5 minutes (habits, concerns, lifestyle)

 

Think about giving welcome packs

 

Let them know they can call you with any questions or concerns about their treatment or products purchased

 

Build a relationship

 

During the Treatment

Make sure clients know where to put their personal belongings.  No point having boxes etc for them to put them in if they don't know they're there

 

Make sure they know to tell you if they would like more pressure, less pressure, products at tingling etc

 

Ask them if they need to bolster but any discomfort

 

Make sure the room is at the right temperature

 

Make sure the lighting is appropriate for the treatment

 

Whatever treatment you're doing, finished the session in a relaxing way

 

Thank your client.  Tell them there is no need to rush.  Give them a glass of water I let them know where you will be when they are ready.

 

 

 

Housekeeping

Always make sure you have your consultation form ready for completion with clipboard and pens

 

Have a variety of music options and ask the client to choose what they would like to hear.

 

Make sure towels etc. are clean and unstained

 

Make sure the bathroom is clean and well stocked with toilet rolls, sanitary items,  perfume, room deodoriser, antiperspirant etc.

 

Make show the clock in your room is silent

 

Ensure signage to your salon is clear and let new clients know whether there is parking on site

 

If doing a massage offer them a variety of different medium: cream, oil etc.

 

Have a robe and slippers available should the client need a trip to the bathroom during treatment

 

Make sure you have extra blankets in case the client is chilled

 

During the winter, use a heated couch

 

Make sure equipment is clean and maintained

 

Make show clients have a place to put their things

 

Where is make sure water is available for clients after their treatment

 

Hand clients up to date marketing materials

 

Client Education

For me this is a big one, especially if you're doing advanced treatments

Give clients realistic expectations.  I always under promise and over deliver

Where necessary, refer out to doctors, chiropractors, foot health professionals and so on

Use handouts and write home care note.  I always follow these up with an email

Educate client about the effects of stress and self care

 

So what can you do to help client rebooking?

“Hi, I found or noticed ………………. (condition or issue) as I was working on you today.

Have you noticed that?

I would recommend …………………………… (the next treatment session and overall how any treatments they will need) to work on getting ………………… (condition or issue) under control or resolved. Then …………………. (monthly or as often as you think they need) the stress relief and keep …………………. from recurring.

Does that sound like something you would like to do?

 

Schedule appointments as far in advance as possible

 

 

 

Rebooking Tips

For objections try and find a plan that will work

Give written recommendations and other information as needed and follow this up on email

Be confident!

Use scarcity.  “Let’s get you in the books because my schedule is filling up”.

  • Use this tactic with new clients.  Even if you have a lot of white space in your diary only offer them one or 2 appointments

Recommendation Sheets

  • Name of your salon, address, email and contact number
  • Next appointment
  • Homecare
  • Notes
  • Therapist

 

Think about Client Loyalty Programmes

  • Prepaid packages
  • Reward points
  • VIP programmes
  • Membership

Image result for congratulations

 

We would like to congratulate the following therapists who are now qualified to perform the treatments following an extensive learning programme:

 

Caviar Dermaplaing Treatment: Nichola Harvey-Leibnitz, Stella Lancey, Nicky Fuller & Andrea Lamport

https://www.janebryanbeautytraining.co.uk/courses/facial-courses/143-caviar-dermaplaning-treatment.html

 

Dermaplaning: Chanelle Thomas, Lynn Bolton & Terry Armstrong

https://www.janebryanbeautytraining.co.uk/facial-courses/dermaplaning.html

 

Facials & Skincare: Nichola Harvey-Leibnitz

https://www.janebryanbeautytraining.co.uk/facial-courses/facials-skincare.html

 

LED Treatments: Nichola Harvey-Leibnitz

https://www.janebryanbeautytraining.co.uk/facial-courses/led-treatments.html

 

Mina Henna Brows: Deborah (Harri) Wilkins & Rachel Bartlett

https://www.janebryanbeautytraining.co.uk/courses/beauty-courses/130-mina-henna-brows.html

 

Ultrasound Cavitation & Radio Frequemcy: Carmina-Ioana Bacociu

https://www.janebryanbeautytraining.co.uk/electrical-treatments/ultrasound-cavitation.html