MODULE 3

• Rebooking


  To book again or a new appointment
• Benefits of rebooking for the salon/spa owner

  • Simple way to increase business income
  • Retains clients at 5x less cost than attracting new ones
  • Chance to increase average client spend
  • Keeps a steady stream of customers
  • Gives more control over salon schedule
  • Reduces chances of overbooking staff
  • Easier to plan and invest in business future
  • Keeps team happy, engaged and stable
  • Reduces costs of attracting new clients
  • Increases client loyalty
  • Provides better insight into salon/spa performance
• Benefits of rebooking for the staff team

  • Ensures they stay busy
  • Increases chances of meeting targets
  • Greater chance of earning commissions/bonuses
  • Allows them to focus on providing great customer service
  • Easier to build trustworthy client relationships
  • Provides peace of mind and motivation
• Benefits of rebooking for the customer

  • Means better long-term results
  • Makes them feel valued
  • Reduces disappointment and last-minute booking issues
  • No need to research new places
  • Reduces likelihood of bad hair/beauty weeks
  • Allows for appointments at convenient times
  • Offers more than just treatment maintenance
  • Establishes trust
• Steps to improving rebooking percentage

  1. Don't ask "Would you like to rebook?"

  2. Give them a reason to rebook

  3. Tell them you'd like to see them again

  4. Be like a doctor

  5. Be organized and efficient

  6. Provide a wonderful experience

  7. Let clients know you care about them

  8. Offer reasonable fees and discounts

  9. Provide complimentary add-on services

  10. Offer "bring a friend" discounts
• Phrases to use when rebooking at front desk

  • Ask how they are feeling, have a quick chat
  • Be assertive about rebooking in a specific timeframe
  • Mention you're getting busy so it's worth booking in advance
  • Suggest available appointment times, don't give a choice
  • Avoid asking if they want to book online