grow your business – tips from the expert - 3/9/16

mil lenniumspasalon.com | meevo.com

GROW YOUR BUSINESSTips from the Expert

Millennium Systems International

YOUR PRESENTER

Bob MaconiVP of Enterprise Sales

Millennium Systems International

Owner of Salon Today 200 Winner

Elysium Salon & Spa in Lincoln Park, NJ

WHAT DOES RETENTION MEAN TO YOU?

Basic Responsibilities

COST CENTER

Close-Out Drawer

Greet Guests

Answer Phones

Book Appointments

Ring-Up Sales

WHAT DOES YOUR FRONT DESK

MEAN TO YOU?

$ Cost Center $

$ Profit Center $

WHAT DOES YOUR FRONT DESK

MEAN TO YOU?

TEAM MOTIVATION

Reward team goals with parties, gift cards, free services

at your business, paid time off, additional education,

employee of the month awards, etc.

Build a Culture

EDUCATE YOUR TEAM

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

EDUCATE THE FRONT DESK

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

New Guest ExperienceNew Client Goody Bags, Tours, Promote Loyalty Program,

Customize UDFs, Verify Their Experience

NEW GUESTS PER MONTH

Marketing & Referrals

NEW GUESTS PER MONTH

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

NEW GUEST RETENTION

Call Guests Due in

NEW GUEST RETENTION

Client Loyalty Points for Prebooking

NEW GUEST RETENTION

Sell Series & Book Standing

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

REPEAT GUEST RETENTION

Call Guests Due in

Sell Series and

Book Corresponding Standings

Pre-Book

Offer Loyalty Points

for Trying New Services,

Spending (X) Amount, Etc.

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

FREQUENCY OF VISIT

Sell Series and Book Standings

FREQUENCY OF VISIT

Pre-Book

FREQUENCY OF VISIT

Follow-up on No Shows, Cancellations,

& Pendings

FREQUENCY OF VISIT

Mask the Book to

Maximize Bookable Hours

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

AVERAGE TICKET

Up-Sell (Instead Of)

For example: 60 Minute Massage to 90 Minute Massage

AVERAGE TICKET

Cross-sell(In Addition To)

For example: Book a Facial with a Massage (Other Departments)

For example: Book a Pedicure with a Manicure (Same

Department)

AVERAGE TICKET

Add-On(With)

For example: Moisture Treatment for Facial = $25

AVERAGE TICKET

Push Retail As Part of Home

Regimen & Reward Clients

with Points

New Guests

per Month

New Guest

Retention

Repeat Guest

Retention

Frequency of Visit

Average

TicketProductivity

6 Growth Indicators

PRODUCTIVITY

Mask the Book

PRODUCTIVITY

Affected by All Growth Indicators

What is the benefit of using the

GROWTH INDICATORS

financially?

Let me show you…

WHAT IF?

APPLIES TO RETENTION & ALL GROWTH INDICATORS

Automated Marketing

MOTIVATE YOUR TEAM

Make It Fun!Retail Contests & Incentives (Top N)

Pre-Book Contests – Pair Front Desk with Service Providers (RTMS)

Package/Series Sales Bonus (DE050)

ECONOMICS OF RETENTION

5 Chair Salon doing $450,000 a

year with an average service ticket

of $60, and 1,700 active clients

FOV increases from 4.5 to 6

$153,000 increase

Retail sales increase from 10% to 15%

$45,450 increase

New total

$648,400 (44% gain)

Make It a Career Opportunity – Incentivize Them

For 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

CREATE FRONT DESK PROFESSIONALS

ACTION PLAN

Monday Tuesday Wednesday Thursday Friday

Appointment Recall Listing –

Due in this Week

We Miss You Email

Blast/Calling

Clients not in for 3 Months

Add-on Wednesday!

Run Contest

Missed

Opportunities

Top N Products

this Week

Cancellations Last Week

New Client Welcome Email

New Clients Last Week

Booked On Listing

To Track Add-Ons

New Client Listing-

Call New Guests this Week to

Verify Experience/Referral

Program

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

Liabilities about to Expire

Teach a Service Provider

Something New about the

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

Front Desk Pre-book Analysis

Monitor Rebook % - MA245 Monitor Rebook % - MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245

Estimated Sales vs. Actuals

Estimated Sales vs.

Actuals

Estimated Sales vs. Actuals

NO TIME TO DO ALL THIS?

Implement the proper tools

to free up time!

Online Booking

AUTOMATION & TOOLS

Millennium eGift

AUTOMATION & TOOLS

MillenniumGO

AUTOMATION & TOOLS

ZeeZor

AUTOMATION & TOOLS

SalonClouds

AUTOMATION & TOOLS

Demandforce

AUTOMATION & TOOLS

• Educate Your Team on Growth Indicators

• Implement an 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

FRONT DESK ACTION PLAN

Goal Actions Measurable Objectives Target Date

Drive Revenue

Through Client

Loyalty

Set up a Points/Rewards Program based on

the current needs

Use the MR230 to see how many points are

earned within a time period

Drive Revenue

Through Client

Loyalty

Set up coupons and discounts and use

Client Selection to find the clients

Use the MR025 to view coupon usage

within a time period

Drive Revenue

Utilize WebOpenings and eGift to give

clients a quick and easy way to access your

business

Use WebOpenings & eGift to analyze how

much revenue they have generated for

your business

Improve Employee

Performance

Through Reviews

and Rewards

Analyze your team’s productivity, average

ticket, and rebooking numbers, and reward

those employees who go above and

beyond, utilize the MA200

Use the Real Time Monitoring Station,

along with the Front Desk Productivity

Screen, to view this information daily,

weekly, and monthly

Increase Business

Analyze Estimated Service Sales vs. Actual

Sales; analyze how this year stacks up

against last year, utilize the MA065

Use the Sales Statistics screen, along with

the Estimated Service Sales screen to

monitor these numbers frequently

Set Up Your Report

Scheduler

Determine which reports need to be

emailed, printed, and saved so that

Millennium can do the work for you

Keep track of your business when you’re

not there, and make sure that your

numbers are matching up

What are some key items that you will

take back to your business to increase

revenue at YOUR business?

REVIEW TIME!

CONTACT USFor Information about Millennium or Meevo

sales@millenniumsi.com

For questions about today’s presentation

education@millenniumsi.com

grow your business – tips from the expert - 3/9/16

Education

pest control jupiter expert tips

teeth whitening tips by dental expert

how to become an expert - grow your business

10 expert tips cash flow management

share tips expert commodity report 28032011

product management expert tips, by pmsphere

expert texting helps each business to grow up

windos 8 expert tips and tricks

expert session to grow your small businesses internationally

toad tips tricks expert insight

15 killer tips from expert sellers

tips to grow your small business

share tips expert commodity report 23032011

10 expert logo design tips

top 10 php expert tips

share tips expert commodity report 27042011

sans soucie expert design tips

expert tips on aipmt 2015 preparation

share tips expert commodity report 24122010

share tips expert commodity report 07042011