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Upselling Services With a Phone Call

by NLS Staff | July 28, 2017
Salon Rootz director of marketing Jennifer LeBlanc calls clients each morning to fill open slots with add-ons.

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

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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