1. optimum reception training orp 2

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 Edit the Stock Spec. Client sale Casual Retail sale Staff Purchase Shop Use (“Empties Bin”) Damaged Stock Transfer Stock (Quarantine) Refunds Stock Count Receive Stock Orders Step 2 - Accurate Tracking Step 4 - Effective Ordering Step 1 - Product Accuracy Step 3 - Regular Stock Checks

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 SALON GENIUS – 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... Remove Unwanted Manufacturers Remove Unwanted Ranges Setup Minimum Stock Hide Unwanted Stock

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... Sales Staff SalesRefunds Salon Use (“Empties Bin”) Transfer / Damaged Stock (Quarantine) 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... Selling ProductsUsing Products Client SaleSHOP USE – record what has been used via the Empties Bin CASUAL SALE/Retail SaleDAMAGED STOCK – record faulty items placed in Quarantine STAFF PURCHASE – applies discount set under F2-2-1 TRANSFERRED STOCK – record transfers out/placed in Quarantine 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 F7-5-3-2 CLIENT – 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 More “bums in seats” – More clients – More often – More chairs – More staff – More time How can we improve performance? 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 STATISTICS report – Clients by No. of Visits (page 9) – 2 out of 3 New Clients only 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

51. Retail % What is it and why does it matter? Value of Retail sales as a % of Service sales for period Determined by: – correct setting of Products – correct sale of Products Average 10% Linked to products used & recommended in the chair

52. Retail % Improving Retail % Add-on selling – Effective demonstration of used & recommended in the chair – “Linking” compatible products Package offers Retail per hour from Appointment Statistics

53. More £ per visit Is improved by… Selling more Technical services – Colour promotions – Referrals Up-Sell services – Treatments Add-on selling – Effective demonstration of used & recommended in the chair – “Linking” compatible products Measured by Improving (RPM) Revenue Production Mark

54. Effective Performance Use How do I compare weekly Mid to Long term trends - Don’t get concerned hourly Will reflect business changes Effective Diary use Todays Data Quality reports SMS Reminders Rebooking Improve Client Contact New client and Client visit communications Marketing & Promotions Effective Sales Team selling Up-sell & Add-on sell

55. Summary Identified Key areas in SALONGENIUS – Stock Control – tracking products – Client Contact – Performance The impact of using these areas and problems – Good use – Poor use

56. Action Plans Plan for next few months Objectives & Targets Responsibilities Support Needed Restrictions Benefits

57. orp 2 completed thank you