Customer Service

Upselling Services With a Phone Call

Jennifer LeBlanc, marketing director for Salon Rootz in Medina, Ohio, found success in offering services to schedule clients through courtesy calls.

Salon Rootz director of marketing Jennifer LeBlanc calls clients each morning to fill open slots with add-ons.
<p>Salon Rootz director of marketing Jennifer LeBlanc calls clients each morning to fill open slots with add-ons.</p>

Rarely is a cold caller more warmly received than Jennifer LeBlanc, the director of marketing for Salon Rootz in Medina, Ohio. Every morning between 8:30 and 11:00, LeBlanc calls the day’s scheduled clients and upsells add-on services to fill gaps in the appointment book. For clients with hair color appointments, she suggests a gel manicure or express pedicure. To nail clients she offers waxing services or a shampoo or blow dry. “I like to cross-sell blowouts to nail clients who are not hair customers as a way to start to earn their business,” she says.

The idea of the morning upsell came from co-owner Sheila Barco, who began the program after receiving a call from her dentist’s office to book a future appointment. And it’s been successful — with an upsell rate of about 12.5% that significantly boosts the bottom line.

So are clients bugged by LeBlanc’s calls? “Our clients absolutely love this,” she says. “If they come in and they didn’t get a call they are wondering why, and if I’m OK. They appreciate it because sometime they forget to call ahead and try to get a nail appointment while they are in the salon.”

Here are a few talking points LeBlanc uses during client calls:

"Good Morning Alicia, this is Jen LeBlanc with Salon Rootz. How are you this morning?"

"Oh good. We have you coming in today at noon for a cut and color with Sheila and we have an express pedi or gel application available while you are processing. Would you like to indulge?"

"Great! Sounds good. So at 12:30, while you are processing, Janna will come and snag you for a relaxing pedi. See you then!"

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