No Down Time at The Front Desk
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The document emphasizes the importance of the front desk in a salon as both a cost center and a profit center. It outlines key responsibilities and goals for front desk staff, including educating and motivating them to improve client retention and ticket averages. Additionally, it discusses strategies for tracking growth indicators and implementing an effective action plan to enhance the overall performance of the front desk.
No Down Time at The Front Desk
- 1. 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
- 2. 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 AT THE FRONT DESK Millennium Systems International
- 3. 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 Maconi Vice President of Enterprise Solutions 18 Years with Millennium Systems International 29 Year Salon and Spa Owner
- 4. 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?
- 5. 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
- 6. 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?
- 7. 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
- 8. 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
- 9. 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 Build a Culture EDUCATE THE FRONT DESK
- 10. 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 Ticket Productivity 6 Growth Indicators
- 11. 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 Ticket Productivity 6 Growth Indicators
- 12. 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
- 13. 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 Ticket Productivity 6 Growth Indicators
- 14. 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 GUEST RETENTION Call Guests Due in
- 15. 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 Ticket Productivity 6 Growth Indicators
- 16. 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
- 17. 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
- 18. 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
- 19. 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 Ticket Productivity 6 Growth Indicators
- 20. 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
- 21. 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 Pre-Book
- 22. 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 Follow-up on No Shows, Cancellations, & Pendings
- 23. 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 Ticket Productivity 6 Growth Indicators
- 24. 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
- 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 AVERAGE TICKET Cross-Sell For example: Book a Facial with a Massage (Other Departments) For example: Book a Pedicure with a Manicure (Same Department)
- 26. 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 Add-On For example: Moisture Treatment for Facial = $25
- 27. 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 Indicators EDUCATE THE FRONT DESK New Guests per Month New Guest Retention Repeat Guest Retention Frequency of Visit Average Ticket Productivity
- 28. 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
- 29. 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 & Incentives Pre-Book Contests w/ Service Providers Package/Series Sales Bonus
- 30. 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
- 31. 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
- 32. 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
- 33. 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)
- 34. 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 …..
- 35. 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 Them Create new positions with multiple levels Receptionist – Entry Level $8 an hour Front Desk Specialist $10 an hour Front Desk Professionals $15 an hour & up
- 36. 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 AQ070 Appointment Recall Listing – Due in this Week We Miss You Email Blast/Calling Clients not in for 3 Months AQ246 Add-on Wednesday! Run Contest AQ071 Missed Opportunities Top N Products this Week AQ230 Cancellations Last Week New Client Welcome Email New Clients Last Week AQ245 Booked On Listing To Track Add-Ons AQ201 New 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 Track Package/Series Contest – Who Can Tag Their Name on the Most! Marketing Brain Storm Next 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 MA065 Estimated Sales vs. Actuals MA065 Estimated Sales vs. Actuals MA065 Estimated Sales vs. Actuals
- 37. 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?
- 38. 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
- 39. 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
- 40. 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
- 41. 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
- 42. 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
- 43. 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!
- 44. 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 Follow us on Instagram & Twitter @speakmillennium
- 45. 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 CONTACT US For Information about Millennium or Meevo [email protected] For questions about today’s presentation [email protected]
- 46. 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