Pre-booking has transformed our business. When we started the salon our pre-book percentage was abysmal — something like 20% for the entire salon. The phones were ringing off of the hook and the front desk staff was super stressed and not able to really do a great job because they were always on the phone. Now the salon’s pre-book percentage is 65% for everyone. We have some newer staff who are still getting the hang of it, but every day we get closer to our goal of pre-booking 75% of our guests. We saw a huge improvement when we added booking stations for the staff to stop and pre-book at.
So far this month Rachael has been working really hard toward her goal and she has already pre-booked 51% of her guests and brought her percentage of repeat guests up to 80%. Just to give you a comparison, I have been working here for a few years and my pre-book percentage is 79% and my repeat guest percentage is 92% so far for this month.
It is wonderful to see the coaching strategies really paying off for us. With just two full time nail techs and only three stylists doing occasional pedicures, our nail department is bringing in 9.5% of the salon total. Keep in mind that our salon has two massage therapists, three estheticians, and 12 stylists, for a total of 17 other service providers. So the fact that our nail department is as small as it is and is bringing in nearly 10% is an awesome improvement compared to last year at 7%. The coaching is helping us to become the best!