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)
Business
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
December 20, 2010
More FAQ
How can I cut costs and finally make a profit?
I’ve been doing nails for almost two years and have built a decent clientele. The only problem is, I did the math and over 50% of my income is going back into nail products. I’m using top-of-the-line brands and disposable files. How can I cut costs and finally make a profit? I know our prices are too low as well, but we are trying to stay competitive. Any advice?... read more
How should I deal with a customer who cancels four hours before her appointment?
How should I deal with a customer who cancels four hours before her appointment? I have a client who has done this to me on several occasions. Should I require payment up front from now on? Or a deposit? Or get her to book on the day? Or fire her?... read more
As a mobile tech, how do I ensure I get paid?
I have a question about working as a mobile tech. When clients book group events or nail parties, how do you go about getting deposits and payments? Have you ever traveled to a client’s house and they were unable to pay? What did you do?... read more
How can I get my more conservative clients and businesswomen clients to try nail art?
How can I get my more conservative clients and businesswomen clients to try nail art?... read more
How do you handle a client who constantly tries to correct you or tell you what to do?
How do you handle a client who constantly tries to correct you or tell you what to do? Things like: “Don’t I need a base coat?” “Did you put two coats on?” or “You need to go over that again!” I’ve done nails for a long time and I know what I’m doing.... read more
How Do I Guide an Uncomfortable Conversation Into a New Direction?
How do you turn a conversation with a client in a new direction when it’s going into uncomfortable or negative territory?... read more
What should I do differently with male clients?
I’m starting to get more and more male clients. I am wondering how long a manicure for a man should last and how to price it? Also do you have any recommendations on what else I can do to give them an extra masculine sense of comfort?... read more
Q&A with Patti Biro of Patti Biro and Associates
Q: Im a solo nail tech. What’s the best way to dip my toe into selling retail without a huge cash outlay to start with? And what should I sell? ... read more
Should I Use Punch Cards?
I recently started working at a high-end salon and I’m looking for marketing ideas. Should I do punch cards? I can’t do “refer-a-friend” because I don’t have consistent clients yet. We are already doing social media.... read more
Should I start requiring a nonrefundable deposit for special-time appointments?
I want to start requiring a nonrefundable deposit for special-time appointments. My posted hours are 9 a.m. to 8:30 p.m. by appointment only. I am ridiculously flexible with my schedule, and let people book earlier and later if they can’t get in during normal hours. Recently, I had a 7:30 a.m. no-show! She was supposed to get services totaling over $100, and I forfeited holiday plans to accommodate her. She comes every two weeks, so I can’t lose her, but this is the second time she’s no-showed. What should I do? And how would I go about informing current clients of the new policy on off-hour deposits? ... read more
What are reasonable terms for a non-compete contract?
Q: I live in a small town with two other nails-only salons that are not reputable and a lot of full-service salons that don’t do much with nails. I’ve been working for over six months now and just got asked to sign a non-compete contract. I’m curious about the terms of a normal non-compete agreement. The one they are asking me to sign is for three years with a 50 mile radius, which seems excessive.... read more
What do you charge a client with super long nails?
What do you charge a client with super long nails? I have a client who gets acrylics with gel-polish on top. Her nails are triple the length of the average client. I feel like I’m using almost a full bottle of gel-polish and at least double of all the other product. And she never tips. How would you charge? And if I charge her more, how do I tell her?... read more