Following Up with Follow Ups
  • NAILS Magazine
  • March 7, 2008
Adrienne had another week with six new clients! Her numbers are consistently climbing, and stability is on the way. Good thing she continues to track her results though. Tracking tells a story, and this week was no lie.
 
Although the new clients are coming in, 50% are not rebooking. So the all-important question is: Why? Her products are great; her technique is there. What's standing in the way? Whenever this occurs, I always start from the moment a client enters to the moment she comes back. That's right, a full cycle. So many breakdowns can occur.
 
Is the client clear on the maintenance requirements necessary for her service? Has she determined how best to fit this into her busy lifestyle? Is the technician completely clear when communicating to the front desk exactly what's required when re-booking? Does the front desk have a set script to follow and steps when checking out a client that not only re-books, but also closes retail sales? Is the technician following up with each new client within the first week to check results, happiness, and proper re-booking? Is there a cancellation policy in place?
 
If even half of these things listed are consistently in place you'll see improvements. If they're all working together you’ll be amazed by what's possible. Getting not only yourself, but your entire team on board with these guidelines is the key. That way, no matter who happens to be at the desk the client is handled correctly.
 
Set yourself way apart from the rest. You know the old saying, "Get your house cleaned up and completely in order, then invite the guests over". Boy, does that ring true.
 
—Heather, success coach

Keywords:   clients     Heather Goodwin  

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