|Posted on January 1, 2019 at 12:30 AM|
2019 is HERE! We are starting the New Year!
Don't think New Year's Resolutions, think New Year's EVOLUTION
Resolutions don't work. The average person keeps them for less than 2 weeks (remember the gym membership, fruit diet, juicer machine etc…;). So the wheels will fall off the Resolution train.............
Why don't resolutions work? Because it is our human behavior. It is our habit. It is easy. It might even be satisfying. So instead of trying to change behavior why not change the environment, the process, or the system and the behavior will change.
So instead let's EVOLVE!
Let's look at every system and process in our business and figure out how we can make it simpler, faster, better for staff and clients, and of course more profitable.
A few examples:
The front desk is an area of on-going frustration. Turn over of staff, poor client service, down time is not used to clean, organize, do confirmations, and retail and rebooking is not a priority.
So do we resolve to put as much time into the front desk as needed to change these things? Do we clean house and hire new receptionists? Is that our Resolution, to have a Revolution?
Ready to go all Tabitha on the desk?
Or the idea from MIKAL....
How about activating EMBA so the future appointment is booked before the client even comes up to the front desk to check out? The Employee Mobil Booking App lets your staff book the client's next appointment on their smart phone with the client at the end of the service!
How about embedding the Surveymonkey surveys into the automatic new client and reminder emails and texts MIKAL sends out for you for immediate feedback and ideas on what needs to change to improve the client experience?
How about putting in message on hold and call queue option on the phone to auto hold calls if not answered in 2 rings so the front desk can finish sales, rebook, and close retail without interruptions on putting people on hold?
- Support system involves giving the upsell offers in your message on hold.
- Education needs to happen so staff knows how to handle the call queue option.
How about giving a bonus when the receptionist rebooks a client, upsells a service, converts a price call to a booking, and sells NEW retail items to a client? The desk would be rewarded to do the things you want them to do. Sales would increase, retention would go up, and the bonus would increase wages so they would not leave over a fifty cent pay increase from a company down the street.
- Support system involves setting spiffs for rebooks, upsells, add on sales in MIKAL.
- Education needs to have scripting in place to deliver the offers.
- Support system needs to give clients loyalty points for rebooking automatically.
How about setting up the receptionist goals so every week they get a report on how they are doing compared to your expectations?
If the present desk staff can't embrace these positive steps how about hiring people that are going to embrace your systems?
So we Evolve with changes to the systems and the process allowing the people to change their behavior. You can manage the process instead of the people.
Why not do this for other areas?
Retailing - what can be changed to make retail easy?
Professional inventory- what can be put in place to track and fine tune inventory?
Stylist behaviors - what can be put in place to reward positive behaviors?
Social marketing - what can be put in place to make it automatic and effective?
Let's think through these areas and enhance the process and systems.
Come to Camp MIKAL Cincinnati Jan. 19-21 and brainstorm these areas - make a plan - make the changes.....
There are 5 "slots" left for the seminar.
Call and register now 513-528-5100 MIKAL Salon Software