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orp 2

orp 2. optimum reception training. Course Objectives. To give you an introduction to the core elements of using SALONGENIUS To establish in your minds The importance these elements have on your business Who should be responsible The benefits of using them

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orp 2

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  1. orp 2 optimum reception training

  2. Course Objectives • To give you an introduction to the core elements of using SALONGENIUS • To establish in your minds • The importance these elements have on your business • Who should be responsible • The benefits of using them • To give you the skills to utilise these key elements

  3. This will… • Raise satisfaction by improving Customer Service • Increase Salon Performance • Improve your opportunities and satisfaction by learning new skills

  4. Schedule • Review ORP 1 • Stock Control Part 1 • Effective Client Service • Effective Performance

  5. Review ORP 1 • Data Quality • Client Data Quality • Technical Histories • Service, Staff & Stock Data Quality • Discounts • Archiving & Purging • Improved Business Analysis • Keeping in touch with clients • Tracking No Shows • SMS Reminders • Improving your Skills • Sales Data Quality • Refunds, Redo’s, Deposits & Accounts

  6. Stock Control Part 1 • Stock Management is a set of best practices... • Covered today: • Accurate Stock configuration • Control Methods & Areas • Accurate Tracking • In ORP 3 we will cover: • Stock Counting • Stock Ordering

  7. Stock Control system... • Inventory • List of stock and details • Requirements of any system • Track stock levels • Make Orders • Issue Stock

  8. Stock Administration... • Stock Coordinator • Separate to financial controllers • Paperwork • Delivery & Supplier notes • Order, Receipts & Credit Notes • Return Notes • Monitoring Usage • Health & Safety • Where & How products stored • How & Who moves products • Security • Hazards • Waste

  9. Stock Security... • Product location • Shoplifting • Storage areas • Access Security • Theft by Staff • Effective Procedures • Regular Stock Checking

  10. Theft by Staff... • Directly – “If they didn’t want me to take this they’d pay me better – I can’t afford to buy this” • Indirectly – “The salon can afford to waste this – I can’t be bothered to be careful” • How do you know?

  11. Stock Management Step 1 - Product Accuracy Step 4 - Effective Ordering Step 3 - Regular Stock Checks Step 2 - Accurate Tracking

  12. step 1 – product accuracy Make sure your system displays only the products you sell and use

  13. Getting the Products Correct... • Only display the products that your salon sells and/or uses for selection in SALONGENIUS • Reduces mistakes by selecting the wrong product • Correct barcode helps selection • Hide unwanted products • Set MINIMUM STOCK=0 for unwanted products • Set F2-1-3 IGNORE STOCK WITH MINIMUM LEVEL ZERO=YES

  14. Getting the Correct Products...

  15. step 2 – accurate tracking Make sure all products sold or used are recorded correctly on your system

  16. Control Methods & Areas... • SALONGENIUS Security • Protect your investment • Make sure the correct functions can only be used by the right staff • “Empties Bin” method • All salon-used products placed in the Empties Bin • Stock Coordinator checks/clears the Bin each period • Check what is being wasted • Record what has been used • Quarantine Area • For Damaged and ‘send back’ products • Stock Coordinator responsible

  17. SALONGENIUS Security... • Password Management • Setting user passwords and levels • Access Management • Setting button level permissions Start by drawing a staff hierarchy Only one Level 1 User (God)

  18. Security... • Restrict access by protecting... • F4-1-1 STOCK SPECIFICATIONS • Who can change the stock figures & prices? (Owner) • SHOP USE, DAMAGED STOCK & TRANSFERRED STOCK • Who can record usage? (Coordinator role) • F4-1-2 SUPPLIERS • Who can change supplier details? (Owner) • F4-1-3 STOCK CONTROL • Who can order and count stock? (Coordinator role)

  19. Tracking Stock... Increase Stock Reduce Stock Stock Levels

  20. Tracking Stock... • Correct logging • Sales – Client or retail (walk-in) - commissionable • Staff purchases – non-commissionable • Salon use – colours, professional sizes, testers etc • Returned items – Refunds, damaged items • Use barcodes & scanners

  21. SALONGENIUS functions... • How about... • Testers – In to the Empties Bin when empty

  22. Effective Client Service • Reducing Visit Frequency • Client Retention Rate • Rebooking options • Client Contact Manager

  23. Reducing Frequency of Visit • Do you know what your average client visit period is? • Can your staff, and indeed, do your staff sell the benefits of returning more frequently to your clients? • How can Reception help? • Any value in Pre-Booking the next appointment?

  24. Salon Return Rate • F6-6 CLIENT DATA QUALITY

  25. Existing Client Retention • F7-2-4-1 SALON RETENTION • Right Hand section- Client Retention

  26. Reducing Return Rate • Rebooking Options

  27. Reducing Return Rate Summary • Explain the benefits to clients • Who & When? • Client CCM • Automated contact based on client behaviour

  28. Client Contact Manager Proactive marketing to contact clients on a personal basis • F7-5 CLIENT CONTACT MANAGER • Triggers • Scheme Times set the trigger events • Appointment or sale • Content • Scheme Messages set how the client is to be contacted and the content of the message • SMS, Email or Letter • USE CAREFULLY

  29. Client Receives: • 1 x Appointment Reminder SMS • 1 x New Client CCM SMS • 1 x Client Visit CCM SMS • TOTAL 3 SMS (24p)

  30. CCM Client Triggers • F7-5-1 SCHEME TIMES • New Client 1 Day after Sale • Sale is the trigger • Client Not Rebooked 5 weeks after Sale • Sale is the trigger

  31. CCM Messages • F7-5-2 SCHEME MESSAGES • New Client 1 Day after Sale • Send if Future Appts = Yes • Contact via SMS • “CLIENT FIRST NAME Thank You for choosing SALON NAME to take care of your image, we hope you had a fabulous experience & look forward to seeing you very soon” • Client Not Rebooked 5 weeks after Sale • Send if Future Appts = NO • Check for ANY SERVICE • Contact via SMS • “CLIENT NAME keep your image looking great! Visit SALON NAME in next 2 weeks and receive 10% discount - show this text on arrival. Reply STOP to unsubscribe”

  32. CCM Contact • F7-5-3-1 NEW CLIENT • New Client 1 day after sale • New Client 1 day after msg • F7-5-3-2CLIENT • Client Not Returned 5 weeks • Client Not Returned 5 weeks msg • Others • No Shows • Recommend a Friend • Client Birthday • Loyalty Card Join/Expiry

  33. Effective Performance • Improving Performance • How do I compare • Booking Performance • Sales Performance

  34. Improving Performance How can we improve performance? More “bums in seats” • More clients • More often • More chairs • More staff • More time • More £ per visit • Raise Prices • Sell more expensive services (Up-sell) • Sell more products (Add-on sell)

  35. How do I compare • F3-3 Performance Gauges • How Do I Compare • Registration of town, postcode • Uses internet to… • Submit key-indicator figures • No Show %, Busy %, Return Rate,Average Bill, Retail %, Technical %, Quality Mark • Retrieve current Organisation, Regional & National averages

  36. Booking Performance The More “bums in seats” issue • How Busy are you? • Appointment Statistics report • Do you have a No Show problem? • No Shows report / Salon Gauges • SMS Reminders

  37. Allocated % What is it and why does it matter? • Appointment Statistics report shows Allocated % • Allocated time as % of Available time in the Diary • Determined by: • Correct setting “Exclude from Allocated %” in staff record • Correct use of Diary • Staff & Salon Hours • Bookings and Tasks

  38. No Show % What is it and why does it matter? • No Show & Appointments reports • Number of No Shows as % of Number Appointments for period • Lower the better

  39. No Show % How do you reduce it? • Appointment SMS reminders • Typical reduction of 90% • Effective use of Diary • Diary Data Quality report • Diary Data Quality form • Effective Client Record maintenance

  40. Average Return Rate How do you reduce it? • Review in-chair re-booking techniques • Use Rebooking options • Consider discounts • Rebook now discount • Effective Diary use • Client Communications • New Client contact • Client Visit contact

  41. Data Quality report Use the F6-6 Data Quality report to find… • Average Return Rate • Active Clients • Data Quality • Could Market via • Old Clients • Not Visited vs Active Clients

  42. Driving Client Data Quality • Contact Details & Permission fields New Client information – get as much as you need initially - don’t forget the permissions Existing Client information - revisit, check and improve - don’t forget the permissions You may not get this all in one go • Focus on effective data collection Diary driven – Client Data Quality reports Branded Data collection form

  43. New Client Contact What is it and why does it matter? • Actions when a New Client… • Is first booked in to the system • Has their first sale • F6-3 STATISTICSreport • Clients by No. of Visits(page 9) • 2 out of 3 New Clientsonly visit the once

  44. Online Booking Keep your Reception “open” 24/7 • ADSL Connection • Clients • Only “registered” clients can book online • Requires email address • Staff • Set which staff are available for booking online • Services • Set which Services are available for booking online • Set booking patterns with Online Packages • Salon can view bookings made online

  45. More “bums in seats” Is improved by… • Effective Diary Use • Client Data Quality • SMS Reminders • Client Communication • New Clients • Effective Rebooking • In the Chair • At Reception • Recommendations • Online Bookings • Make your Reception “open” 24/7

  46. Sales Performance The More £ per visit issue • F3-1-1-1 Salon Performance report • Average Bill • Retail % • Technical %

  47. Average Bill What is it and why does it matter? • Value of Service, Retail sales divided by Number of Receipts for period • Salon Average per sale - Average £40 • Generally, the Higher the better but it depends on: • How busy the salon is • How they compare to others • Number of Retail Only bills may affect it

  48. Salon Average Bill What does it mean? • Organisation Averages are better comparison • Client demographics • Client expenditure • Service Pricing differentials • How do we improve Average Bill? • Up-sell service • Add-on sell products

  49. Technical % What is it and why does it matter? • Services where TECHNICAL=YES • Value of Technical services as a % of Service value for period • Determined by: • correct setting of service record • correct sale of services • Average 33%

  50. Technical % Improving Technical % • Sell more technical services • Colour promotions • Referrals • Up-Sell services • Treatments • Review in-chair techniques • “Linking” compatible products

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