Do You Always Have a Good Friday?

Are You Having a GoodFriday_…Or sometimes does your entire week literally fall apart, messed up by no shows and last minute cancellations?

This can be so frustrating! Even though this can feel like it’s totally out of our control, we do have to step up to the plate and take some responsibility for this.

I don’t believe for a minute that there’s a bank of clients out there trying to disrupt our appointment system and our business. Instead I believe that we have help our clients to remember and respect their appointment bookings with us.

Nowadays we all have extremely busy lives with so much to remember every day, while also juggling work and family commitments. Although our treatments and appointments are a huge focus to our businesses, remembering a facial appointment can easily and unintentionally pale into insignificance in the hectic world of your client. So we need to do all we can to ensure our clients have their appointments with us in the forefront of their thinking by keeping in contact with them to give them gentle reminders.

Historically, most businesses will just sit back and hope and pray that the client will remember an appointment time, which could be anything up to 6 weeks away. Does that now sound rather unrealistic to you? No wonder our clients forget.

Here are some tips to help reduce this problem:

  • With existing clients it is essential to re-book their treatment before they leave you. This not only improves your client retention and appointment planning, but it also means that you can confirm correct details on an appointment card for a client’s safe keeping.
  • If a client telephones to make the booking then you must reiterate all of the details back to the client. Then either text or email a confirmation.
  • You must have contact with clients at least 48 hours before their appointment. This can be a friendly phone call or a quick text or email reminder. Many software programmes now can automate this process for you.
    Staying in touch with salon news and updates also keeps your business in a position of importance to the client.
  • Make sure you have a written cancellation policy in place as a deterrent. Having said that, it can be difficult to impose a cancellation policy unless your services are very unique. You can easily lose a client if they think they have incurred charges on their account, and they will simply move to another salon. My advice would be to give your client the grace of forgetting or missing one appointment, and then if it happens again, simply explain how you love offering treatment but that you would need to take payment in advance. If they refuse, then they would likely re-offend. So let the client go.
  • A pre or part payment booking system is a fantastic way to eliminate no shows. This is easily implemented if you have an online booking system.
  • No Shows can be a thing of the past with consistent action.

I hope you have a fantastic Easter.

Here’s to your great business.

Susan x

Susan Routledge works with salons, spas and clinics to help them to get the most out of their businesses. You can contact Susan here>>

Stefania Rossi’s 7 Top Tips to Becoming a Top Employer

susan routledge business balance calculator

Susan Routledge, Stefania RossiI’m absolutely bursting with excitement this week because we not only have the following Top 7 Tips from recently awarded Professional Beauty Employer of the Year, Stefania Rossi, but we also have the full audio interview, which absolutely oozes Stefania’s passion and drive. This passion has helped her transform Utopia from a salon surviving solely on offers, to the prestigious quality salon it is today.

Stefania is a true pleasure to work with. She’s such an inspirational entrepreneur who constantly thinks outside of the box to inspire her team. You won’t believe what she did in January! Find out at the 25-minute mark in the interview produced for us by Pete Scott from Spa Beauty Success.

So here goes….

  1. Have a clear business plan and vision.

    If you want to inspire your team you must have a clear plan in place so the whole team can see the journey you are taking them on. You build immense loyalty when a team feels part of your journey, and they feel that they have an important role to play. Stef has retained and developed the full Utopia team through massive change and transformation while totally rebranding Utopia.

  2. Take time to Implement clear systems and processes.

    It takes time to systemise a business, but this is invaluable. Stef can easily step away from her business now, safe in the knowledge that everyone knows what is expected of them and how to manage each process. The business continues to strengthen day by day due to the detail Stef has put into even some of the simplest procedures.

  3. Set The Highest Standards

    Once you raise the bar, you have to keep those standards. You must keep your whole team accountable to work to the highest standard, and have a full training programme so clients consistently receive the expected level of service.

  4. Empower Your Team as Individuals

    Spend time with each member of the team to really find out what inspires them. Then you can help them to become their best version of themselves in the workplace. Encourage each individual to be open and honest with how they want to develop within the business.

  5. Have a continuous training and development programme

    A team needs to constantly stimulated with new knowledge and ideas. This can take lots of forms, from supplier training through to attending trade shows, reading trade magazines etc. Always have lots of ways to stimulate new learning within your team.

  6. Build trust with clients.

    Ask clients what they want, don’t just guess! Find out what your target market really wants, and then develop your brand and team so that it resonates perfectly with your client base.

  7. Share your Vision

    It was January 2014 when Stef took over Utopia in Hornchurch. From the very first meeting with the team, she has inspired them to think of the business as if it were their own, and to realise how important they are to the business. Stef and her team have grown and developed the business together. This has been so much more inspiring to the team than to simply follow the owner’s dream with no sense of purpose for themselves.

Enjoy the Full Interview by clicking here>>

Are You Sabotaging Your Business Fitness?

FIT FORBUSINESSAt 5am this morning my alarm clock went off. I was so comfortable and it was so dark outside, I automatically hit the snooze button. (We all know what that’s like, right?) Fast-forward 9 minutes and I suddenly realised I was supposed to be up for my 6am boot camp in my local park. You see I have a personal goal to lose 6.5 kilos (1 stone) in 4 weeks.

The realisation that I needed to lose weight dawned on me at the weekend when I was delivering my seminar Is your business financially fit, or just a couch potato? I felt like a total frump and I knew that I needed to get myself back into shape.

It would have been so easy to stay in my comfortable bed this morning, especially when I realised that my car windscreen was frozen solid, and it was also starting to snow!

I arrived at the park with 9 others who all looked far better prepared than I. They even looked happy when Matt the instructor explained that today we would be sprinting. Sprinting? This was rapidly turning into my worst nightmare before I even started. I automatically blurted out “I can’t run.” I was then given a head torch, which just made me giggle.

As soon as I turned on my head torch, I started to see the snowy park in a whole new light. It was so beautiful. I still knew I had the sprint challenge ahead, in a park, up a hill.

Matt told me to pace myself and to not be concerned if the others were faster than me. Matt said he only had one expectation of me—to be the best I can be, and to push myself.

I got lapped many times by the others, but every time they came past they would offer me moral support—and LOTS of encouragement. I actually started to enjoy the workout. Now I can’t wait to get better at this. Yes I can run. I have the natural tools; I just haven’t got all of the skills and stamina to do it well yet!

I am now feeling alert and ready for the day ahead, and EXCITED about how the small wins to my fitness are moving me towards my goal.

It’s too easy to make excuses. These excuses have a HUGE impact on every aspect of our personal and business lives.

Here are some of my business boot camp take-aways:

  1. Don’t wait until things are out of control. It’s far easier to tackle problem areas when you first notice them, and before they grow in size. (I’m picturing my big butt here…)
  2. Whether you think you can, or you think you can’t…you’re right. Quote courtesy of Henry Ford. Enough said!
  3. There is no such thing as failure. Sometimes things have to get uncomfortable before we can see our best option.
  4. What negative stories are you telling yourself? Note how often you say a negative belief to yourself. Be careful, these negative thoughts breed!
  5. Surround Yourself with Positivity. Expect people to help you and you will attract the right people to you and your business.
  6. Set Big Goals. A big goal can be scary initially, so break it down into manageable steps to move forward.
  7. Take your Time to get it right. You could hurt your business by trying to copy and keep up with others. Keep stable and build your skills and stamina first.
  8. Be Accountable. Make sure you stay on your path and keep a light shining forwards. Attach time lines to your goals–test and measure your improvements.
  9. Don’t be afraid to ask for help. Every expert was a beginner once. Learn from people and businesses you admire and respect.
  10. Love where you are, move forwards and Don’t Look Back. There is no point in staying in the past. You cannot change anything that has happened even a few seconds ago. Worry and regret has no impact on your great future. Only forward planning and present positivity can do that.

Next week we will be posting a confidential Help Box so that we can tackle the issues that concern you most.  Start thinking NOW and get your questions ready to post.