Magazine for the professional nail industry.
Issue link: http://nailsmag.epubxp.com/i/688035
98 | NAILS MAGAZINE | JULY 2016 BUSINESS } Turn Phone Inquiries Into Bookings How many people call your salon each day to ask about the price of a particular service and never get on the books? According to Tammy Dennis, the owner of Infnity Luxury Salon in the Gorge, located in Bingen, Wash., 90% of daily salon phone calls go something like this: Salon: Great Nails Salon, how may I help you? Caller: I'm wondering how much your pedicures are? Salon: They're $40. Caller: OK, thank you ... CLICK The salon might even ask if the caller would like to make an appointment. In which case the response is usually, "No thanks ... CLICK." The key to building a relationship with the caller, says Dennis, is to ask questions rather than responding immediately with a price. The conversation should go like this: Salon: Thank you for calling. I would love to give you some >>> information. Again, my name is Tammy, what is yours? ... If you don't mind, let me ask ... 1. Will this be your frst time visiting Great Nails? 2. How did you hear about us? 3. You asked about pedicure. Are you interested in a manicure service as well? 4. Would you like to hear our current specials? 5. Do you know that our services are guaranteed? 6. Excellent. Are you looking to keep up your nails or is this for a special event? "By taking the time to learn about the caller, she will love you before she even reaches your salon," says Dennis. "And 99% of the time, you don't even have to give your price over the phone." Make sure that whoever answers the phone has a script to follow and a new client form she can fll out at the time of the call. The form can then be shared with the nail tech who will be caring for that client." Conserve Your Brain Power: Use Milady Business Forms There's no need to reinvent the wheel when it comes to salon management. Compiled by Milady for salon owners and managers, Budgets, Compensation and Tracking Forms for the Salon and Spa is a collection of 40 forms, templates, scripts, and worksheets focusing on budgets, compensation, and tracking systems. The downloadable documents are formatted in Word so you can customize them to refect your particular salon. Among the items included are an average ticket worksheet, productivity tracking forms, development plan guidelines, and bonus structure samples. The package is priced at $19.95. For more information, go to www.miladypro.com/store.