Direct Answer: Make rebooking the front desk's job, then back it with two texts: one to every guest from the last four months who hasn't booked again, and an automatic one two weeks after any visit that left without a next appointment. Heather's team estimates both together can add $5,000 to $10,000 to a month.
The first way is one of our girls has taken ownership of our guest retention.
She runs a report in the salon software for any guests that were in the salon in the last 4 months. Then she sends them a text message to start a conversation about getting another appointment booked for them. The text message is super simple and looks a little something like this…
Hey Barb, you were in on July 17th, and you haven't been back in for your next appointment. Let's go ahead and get your reservation on the books.
Running those reports and sending out those text messages, ensures that we're not in this hamster wheel of always wanting to get new guests in the salon because we are retaining more of our existing guests, the people that we've already spent time and money to experience us in the first place.
The second way is setting up automated reminder text messages.
If a guest doesn’t pre-book their next reservation before they leave they get a text message 2 weeks after their appointment reminding them to schedule.
What’s great about it being automated is that our Guest Happiness Team doesn’t have to run reports or send the text message out themselves and it’s pretty easy to set up.
The automated text message that goes out simply says…
Hi! You were in with us two weeks ago, let's go ahead and get your next reservation on the book while the days and times you want are still available.
Doing these two things consistently can add $5-10k to your existing month or your next few months and will substantially increase revenue and increase profit margin.
Salt + Light,
Heather
FAQ:
What should the follow-up text say? Keep it short and personal, like the Library example: "Hey Barb, you were in on July 17th, and you haven't been back in for your next appointment. Let's go ahead and get your reservation on the books."
When should the automatic reminder go out? Two weeks after the appointment, for any guest who left without prebooking. The text asks them to book their next visit while the days and times they want are still open.
How far back should the recall report go? The post runs a report in the salon software for guests who were in during the last four months, then texts each one to start a conversation about their next appointment.