STEP 1 : Experience #
- “How was your experience today?” It’s important to say this script exac�y as it’s written. This script invites the guest to reflect on the experience and share with you what they liked or disliked. This is important, as it gives you the opportunity to recover the visit if need be.
STEP 2: Products #
- It’s critical that the Team Communication System (the action and commitment of each service provider writing down the retail recommendation and the rebook recommendation on each guest’s service ticket) is being used correctly to complete STEPS 2, 3, and 4 effectively and efficiently.
- “Mary, I see (service provider name) recommended a few products today to help you recreate your style at home (verbally list all products). Which products would you like to start with?” Or, for nail or facial guest: “Mary, I see (service provider name) recommended a few products today to help you maintain your service in between your salon visit (verbally list all products). Which products would you like to start with?”
STEP 3: Rebook #
- “Mary, (service provider name) needs to see you back in (weeks) for (service). Reserving your next visit now assures you have the most convenient time on your schedule and confirms (service provider name) has the correct service and length of time for your service. Six weeks is (date), let’s schedule the same time.” This is a great time to also offer an additional service or offer a gift card promotion
STEP 4: Cash Out #
- Before you complete the transaction and share the total of the service ticket and products, make sure you offer any of the following items/ actions that are relevant to your current promotions.
- Loyalty program: “Have you heard about our loyalty program?”, or “I see you have accumulated points that can be redeemed ($) toward your service total, would you like to use those today?”
- Product guarentee: “Our products are guarenteed for your 100% satisfaction. If you are unhappy with the product for any reason, bring it back after your first or second use and we will redeem for a full refund or exchange.”
- Gift cards: “Do you have any special occasions coming up? Our salon gift cards are a great way to say thank you, or happy birthday, or happy anniversary!”