Q&A

How do I get clients to book their next appointment after their service is finished rather than calling just before they want to come in or even just

Q.

How do I get clients to book their next appointment after their service is finished rather than calling just before they want to come in or even just walking in?

A.

Pre-booking is an integral part of the business of beauty. Build the value of pre-booking into the entire visit, not just mentioning it when the service is over. During the consultation, explain the follow-up and maintenance schedule you are recommending. If a client says “I don’t have my planner” or “I’ll just call,” explain how your book does fill up and priority for appointments is always given to those who pre-book. Share how for clients who have a standing appointment, if the need ever arises for them to cancel or get in at the last minute, you will always find a way to accommodate them. Be clear that priority always is extended to clients who pre-book appointments. If the client leaves without scheduling the appointment, a few days after the service, when you call to check on them, reiterate how important it is for them to schedule their next appointment and offer two different appointment times. “Jane, I am recommending we fill your nails in two weeks. I have Friday afternoon on the 10th of June available or Saturday morning the 11th. Which would you prefer?” Again, explain that it is always easier to shift scheduled appointments around if needed than attempting to squeeze in a client at the last minute. Shifting clients into consistently pre-booking can be time consuming, but is imperative for tracking and growing your business. — Bryan Durocher is president of Durocher Enterprises Inc. (www.durocherenterprises.com)

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