Hello and welcome to the beauty industry podcast your online support Community for the professional beauty industry. I am your host founding director of beauty industry Tamara read here. We are closing the competitive Gap and speaking your language. This is a platform created and skated to the professional beauty industry valuing community over competition. We serve to help connect you with inspiration from industry experts expand your knowledge through educational pieces and bring you the latest in product and Technology Innovation. This is beauty industry. Hello. Hello and a very Happy New Year to you all. I hope you've had a restful break over the summer holidays and you're making your way into the new year with Big Dreams and big business plans this year in a bid to enhance a professional beauty industry service levels. We are kicking things off with a mini series brought to you by our friends at the global Beauty group on the seven essential steps that turn an hour. Average treatment into an exceptional service in today's professional beauty industry landscape. It's not enough to just perform a treatment. Our clients have come to expect a level of Excellence from the professional beauty industry that we will be spending the next seven weeks exploring together these metrics of exceptional service include experience results value and time all of which can be provided in every treatment across the industry from eyebrow wax to facial and all the way through to massage and makeup application. There are seven steps which span across the seven episodes of this miniseries, which will expand how to enhance yours or your team's client experience. These steps are the booking the introduction the consultation the diagnosis the treatment itself the prescription and the rebel King as 2020 is the year for advanced results driven technology treatment. Our friends at the global Beauty group have been kind enough to provide us with technology tips along the way which will not only enhance your service levels but to your bottom line. This episode is one of seven on the seven essential steps that turn an average treatment into an exceptional experience. Step One is the booking with any appointment new or occurring. There are three ways in which a booking can be made which is why we're starting our client Journey here the three ways your clients can make their appointment bookings are either in person or over the phone or over the internet. If you have an online booking system, let's start with the client making a booking in person firstly your beauty space has to be open and not just open but actually your doors have to be open with somebody Manning. Option for the booking to be taken right? This is not always viable as our Beauty spaces aren't open 24 hours a day 7 days a week and sometimes we don't have the capacity to have somebody man. Our reception desks and take the bookings for us. So on the off chance that your client does think about making their appointment between your opening hours. They walk in makes it appointment is somebody there waiting to take the booking more than often know. Second method of making the booking is via a phone if a new client is trying to make their booking most likely they've found your website online. Perhaps they've seen your services on social media or even heard that you're a great Beauty business to visit via Word of Mouth referral or drive by and they're interested in your services now having your website open on their computer. They phone your beauty space only to have a similar circumstance as the phone whether you're not open or your phone can't be Answered because either you or your receptionist or therapist is currently in the treatment room themselves. This leaves the client to go to voicemail. Now, let me share with you a little statistic which might shock you about your voicemail system 80% of calls in 2019 went to voicemail and 90% of first-time voicemails are never returned. So the average voicemail response is only 4.8% Percent, so if in fact 80% of your clients are getting to voicemail, which is a lot of clients, right and then 90% of their calls aren't being returned. What hope do we have of making that clients booking in these two ways to make the booking via person or phone there is room for human error. Both of these booking processes need the person who is taking the booking to be a 10 out of 10 booking taker. This means your booking take our needs to send your business by being on brand having your values front of mine always hosting a stunning approachable and sunny personality that people love and that they love people not just like people but they need to love and adore people people who don't know what type of booking they want people who don't know what their gift voucher says people who take 25 minutes to make the appointment going back and forth on the days that they want, but they said that they wanted the I meant the other day if the kind encounters a 10 out of 10 booking take out. This is the best option. However, if they don't this has already started your client Journey off on the wrong foot and we're only at step one, which is the booking. Now I've had this conversation time and time again with business owners. And I know what most of you are thinking you're thinking tomorrow. You've got it all wrong most of our clients phone or walk into our space to either make their appointments or visit us and if that is so true, then let's explore some thoughts around your own booking experience at service-based businesses. So I want to ask you when did you last walk into a business to make a future booking? When you went into the business to make the booking and their doors were closed. Did you go back when the sign on the door told you we'll be back in 15 minutes. When did you last phone a business to make a booking? When did you last phone a business and your call reached the voicemail answering system and you left a message with hopes of your call being returned. We could almost finish this episode here because the above questions should have already shown you that online bookings are the new way that your clients are making their appointments and where they are hanging out, but for the sake of those who are still holding onto their booking system Ransom onwards we go for those people who absolutely do not like change they do not want to implement an online booking system. They are absolutely adamant that your clients do not book online. Then something to keep in mind when your receptionist or therapists are making the booking in person or via phone is to encourage the client to make decisions. For example, Mary our client would like to make an appointment for a facial. Our receptionist should say something like this Mary. Would you prefer a weekend or week day appointment Mary answers weekday, the reception of should then say perfect and would you like a morning or an afternoon appointment Marianne? Answers afternoon. Thank you receptionist, then responds with excellent. We have either a 4 p.m. Or 6 p.m. Appointment for you. Which one would you like and Mary responds 6 p.m. Is great receptionist responds. Perfect. Let's get that booked in for you psychologically speaking. When you offer people two choices 80% of the time they choose the last option that you have offered this way. You can actually encourage your clients to make their appointment. And when better best both suits you and their appointment diary and also the calendar of therapist. Community I'm just popping in here for a little mention of our mini-series sponsor the global Beauty group. I adore that the global Beauty group that lives and breathes and mission of making people feel wonderful with over 25 different Technologies available, including the meadowlarks LED and The observed skin analysis machine the global Beauty group connects businesses of all size with the best and brightest in the industry paired with rapid response technical support professional clinical. It's expert marketing advice and Industry leading educational programs. Then multi-award winning team ensures your business grows, beautifully with aesthetic technology find the team at the global Beauty group today on one 300 double zero six six. Oh seven or you can visit w-w-w dot the global Beauty group.com for more information and now back to the episode. I too am a big believer in that. We should be offering the client more than price to compare and compete us on a lot of clients will have many different tabs open on their computer or on their phone and they will be searching around to find the cheapest price because that is the way that we've trained them to learn. So what they'll do is they'll phone ABC Day Spa and they'll ask for their facial and they are asked how much it is. The therapist will say a hundred and seventy nine dollars for that facial. The client will say thank you so much and hang up and then go into calling XYZ Day Spa and the facial then might be $159 from the price given a loan is what the clients then making their decision of visiting that space. They're actually not making their decision based on anything else. We don't know what kind of service levels what kind of experience levels we're going to get. We don't know the Excellence and the knowledge of the therapist so when your clients are phoning out, too Could booking make it less about price if you can and more about the experience and the value that they're going to get. I like to do this by encouraging your therapist and receptionist. Whoever's taking the phone all the walk-in appointment by getting them to actually have the client enter into a consultation prior to their treatment once a client is in consultation with your expert therapist. We know the chances of them converting are going to be much higher than wandering around aimlessly. You looking for the cheapest place to be serviced the consultation gets to show off the knowledge of the therapist and also the experience and the Excellence in your service in your beauty space. That is a service worth spending money on the third way. Your client can make their booking is viable cooking online. Did you know that service based websites that includes people like doctors chiropractors? And of course us Beauty spaces that our Traffic time that a client can land on your website is generally between the hours of 11:00 p.m. At night and 1 a.m. In the morning. So when you think about it, it actually makes quite a lot of sense think about the busy mum who is finally settled all of her children tidy the house organized tomorrow tasks and then when she jumps into bed, she starts planning for herself. She's thinking what do I have on this? We can what else do I need to organize? Can I wear pants to the function or do I actually have to go and get Get that leg. Wax, right? So Mom jumps on her phone heads to your website and makes the appointment similar to the busy lady who has been running around at the office all day signing contracts meeting clients have her own taking calls and then when she jumps into bed after a glass of wine and dinner she then thinks I need to get my facial done before I jet off to London for that conference on Wednesday. So what does she do she opens her phone navigate to your website and makes the buh? King for these two clients who I am assuming are your top two clients entering in your space. They are the reason why you should activate online bookings on your website mum and busy lady will not remember to walk by your space tomorrow and make the appointment normal. They phone up between 11 p.m. And 1 a.m. Because guess what they're going to wake the rest of the house up and their call will most likely reach voicemail which we know that's not going to be returned to right you must make it. It easy and also possible for your clients to make their appointments and online bookings is the most simple way in which you can do that with the online bookings There is almost no room for human error because it's actually the computer that is going back and forth with a visible calendar with your kind working out what day they were free and what treatment thereafter because they can see it on their screen all their phone plain as day and measured this against their calendar a really simple fix. Now one question, I know that you're thinking of and you're probably screaming in your car. What if they cancel or what if they don't show for the treatment? Well your online booking system also has this covered most online booking systems allow for a deposit or a full treatment payment to be taken at the time of the booking which helps steer away those pesky no-shows and last minute cancellations all while Gathering your clients email and their phone number to add to your marketing database to birds. With one stone your online booking system is completely customizable will speak your tone of language and your brand values to give the client a sense of who your business is when they do actually eventually enter into your space for a treatment. Now, I do know this Probably sounds like a plug for some kind of cell on Software System, but it really is not I as a mystery shopper and consumer who spends about $15,000 worth. Earth of beauty Services every year and that's not even my hair. I encounter these types of booking systems on a monthly basis. I too have often walked past Beauty spaces only to see the door shut because the therapist has gone out for lunch or I've gone in and I've had to ring a bell to try and make an appointment or the therapists are running around like crazy pants and they can't take my appointment because the phone's ringing similar to that. I've tried numerous times to make book. Was by the phone and it either ends up a hitting voicemail or be just ringing out completely. Therefore, I'm not going to phone back and make that appointment. I what I love as a client is to make my bookings online and soda most of your clients when you do have bookings online though. I want you again to try and make it as simple as you possibly can for your client one big thing. We know that clients do these days is Everybody is on social media. Right? So what I want you to do is actually take the link that's in your social media pages and actually put your booking Link in here that way when I land on your ABC Day Spa Instagram page at twelve o'clock at night and I'm trying to make my tanning appointment for this weekend's event. All I have to do is click that link and it should open up the booking system right then and there this way I can click on Through I can pay my deposit. I can measure up against my calendar and see what time's your available see what times I can fit the appointment in and then make it on through that way this episode. Number one may actually be a little bit controversial for some of you I might be agitating you just a little bit too much but I want you to think that you are in Beauty business you're in a service-based business not for yourself, but for your clients and this miniseries Aries is on the client journey and the client experience not on your experience. So if you're not tech-savvy we need you to actually seek out people like the global Beauty group and like cell on software systems who are going to help you and who are going to guide you and support you through this very Millennial year. Thank you so much for tuning in to episode 1 of 7 four-hour miniseries the seven essential steps that turn an average treatment into an Client experience brought to you by the global Beauty group next Monday. We look at step number two, which explores the clients first impressions for the purpose of enhancing therapist presentation standards. We look at the importance of greeting the client buyer their name and introducing touch points into the meet and greet. If you have enjoyed today's episode and this miniseries, make sure you clip subscribe or follow and your podcast app and to like and share this Episode across our social Pages add beauty industry. We will also popped all of the script from this podcast episode into our blog post which releases every single Wednesday. So you can jump onto the website and check it out pop it up on your staff kitchen or post it in your team's group on Facebook so that every single person in your business including you your receptionist and your therapist are consistent. Thank you so much to our friends at the Global Beauty group for making this episode possible Global Beauty group for making this episode possible
Hello, Welcome and a very happy New Year to you all! I hope you had an incredible Christmas and New Year and you are making your way into the new year with big dreams and big business plans. This year, in a bid to enhance the professional beauty industry's service levels, we are kicking things off with a mini series brought to you by The Global Beauty Group on the 7 Essential steps that turn an average treatment into an exceptional service. In today's professional beauty industry landscape, it's not enough to just perform a treatment. Our clients have come to expect a level of excellence from the professional beauty industry that we will be spending the next 7 weeks exploring together. These metrics of exceptional service include experience, results, value and time - all of which can be provided in every treatment across the industry from eyebrow wax to facial and all the way through to massage and makeup application. There are 7 steps which span across seven episodes of this mini series, which will expand how to enhance yours or your teams client experience. These 7 steps are; the booking, the introduction, the consultation, the diagnosis, the treatment itself, the prescription and the rebooking. As 2020 is the year for advanced, results driven technology treatments, our friends at The Global Beauty Group have been kind enough to provided us with technology tips along the way which will not only enhance your service levels, but too your bottom line. This is episode one of seven on the 7 essential steps that turn an average treatment into an exceptional experience. Thank you to our friends at The Global Beauty Group for making this mini series possible! Keep an eye out on the Beaute Industrie Blog for a written version of the episode you can share in your team groups or print and stick in your staff kitchen! ---   Send in a voice message: https://anchor.fm/beaute-industrie/message 