Your booking process is the first interaction a client has with your business and your staff – so you’ve got to make sure it’s a good experience. It will set the tone in your client’s mind for the rest of the relationship. If the process is too long or too complicated, it will create a bad impression that you’ll have to work to overcome. Do it right from the start!
Here are some step by step tips to make your booking process simple, easy and enjoyable for your spa or salon clients.
- Phone Etiquette Can Boost Your BookingsLots of clients will contact your spa or salon by calling first. That’s why it’s so important that your reception staff has impeccable phone etiquette. Train your staff to answer the phones promptly and minimize hold times. Guests shouldn’t be kept waiting on the phone, especially if they are booking a service. Have your staff use a standard greeting that is professional and clearly states the name of your business.
- Is Your Online Booking Tool Driving Clients Away?Online booking systems are very popular for spas. Although using an online booking tool can be convenient for you and your staff, it can reduce your bookings if it’s too complicated. Make sure your online booking tools are simple for your clients. Have someone on your reception staff tests it out. Your clients should have to enter just a few pieces of information in order to complete their booking and they should receive a call or email to confirm the appointment within 24 hours, preferably much less.
- Systematize a Process to Help Your ClientsGetting your clients connecting with the perfect service will increase their satisfaction and your future bookings. You can pair your clients, new or old, with the right services by asking a few simple questions each and every time. Train your reception staff to ask what the client hopes to get from the service. Your staff should know the details of every service so they can offer appropriate suggestions. For example, if a client calls to book a facial, does she have specific concerns about her skin or is she looking for a way to pamper herself? The answer to this question will allow your staff member to guide the client toward the perfect service for her, which sets the tone for a repeat visit.
- Prep Your Clients for a Great ExperienceWhen you book an appointment for your client, it’s a perfect time to nail down the details of their treatment and what to expect. Let the client know if they should do anything to prepare for a service. Tell them if they should wear particular type of clothing. For example, if they come in for a massage using oils, let them know the oil might get on their clothes so they may want to wear something older. Make sure the client knows where you are located. If you are located in a metropolitan area, let your client know her parking options. You want her to arrive relaxed and ready to be pampered, not tense and flustered.
- Be Clear About Your Cancellation PolicyYou never want anyone to cancel, but things come up sometimes. It’s important to let the client know your cancellation policy. If you require 24 hours notice, tell her that when she books her appointment. There shouldn’t be any unpleasant surprises later.
Booking the appointment is your first opportunity to wow your guest. Ideally, she’ll arrive calm and prepared for exactly the right treatment for her. By using proper procedures in your booking process, you’ll ensure your client not only gets what she needs but enjoys her experience comes back again and again.
