Every salon and spa wants high rebooking rates, but many don’t know where to begin.
Rebooking is the easiest way to increase your profits with the clientele you already service. While many beauty professionals feel uncomfortable encouraging their patrons to reschedule, studies show that clients who rebook their appointments make up to 50% more visits per year than those that book from home.
There are three simple strategies that industry insiders can put into practice in order to increase their rebooking rates:
1. Consultation. Client rebooking starts in the chair. As a beauty professional, it is your job to use your expertise to determine how long your product can keep fresh. Ask your client questions about their style, such as “how long did it last” or “when did it stop looking its best”? Your clients will respond to a more personalized approach, rather than the basic “see you in 6 weeks” tactic.
2. Highlight. The more often you reinforce the idea of rebooking to your client, the more likely they are to actually rebook. Take time throughout their appointment to emphasize the advantages to rebooking. Even clients with hectic schedules can benefit from setting something up in advance.
Trying phrases like “my evenings/weekends have been booking up” or “I’d like to see you before the holiday rush” can motivate clients that are on edge about scheduling out. Creating some sort of time reference (ie. an upcoming birthday, an important business trip) can further persuade.
3. Front Desk. Consult your reception staff about the rebooking timeframe you set up for each client before checkout. Make sure that your staff is selective about how they offer appointments; no client wants to hear that in four weeks, your books are wide open. Additionally, if a client knows that you are completely available, they have no incentive or need to rebook.
The front desk should portray your schedule as always being busy. Instead of offering “any time between 9 and 5”, coach your receptionists to ask “would you like a morning/afternoon appointment” or “what is the earliest/latest you could come in that day”. Rephrasing key questions will go a long way with clients.
No client should ever leave the salon without being advised and re-advised to rebook. Clients should be properly informed on when they should return for their next appointment, and given several opportunities throughout the duration of their visit to do so. By following these three simple steps, you can ensure a higher rebooking rate for your existing clientele, helping them to get through the door on a more frequent basis.