5 ways to increase fov - 5/11/16
TRANSCRIPT
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o mm i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
5 WAYS TO INCREASE FOVMillennium Systems International
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Irena MenaAssistant Learning Manager
Millennium Systems International
Irena Mena has a background in Secondary Education. As an Assistant Learning Manager, she is responsible for the internal and external education of the company. This includes creating and administrating the curriculum and
testing, as well as training businesses on Millennium and Meevo.
YOUR PRESENTER
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
GOTOWEBINAR OVERVIEW
• All attendees are muted upon entry to the webinar
• The webinar is in “listen only” mode for attendees
• If you have questions for the presenter(s) or host, please enter them into the
“Questions” box in the panel on the right hand side of your screen
• At the end of this webinar, please take some time to fill out the brief survey
that will be sent to you via e-mail
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
5 WAYS TO INCREASE FOVDo you know what FOV is, and how greatly it impacts YOUR business? Do you know the current FOV average for salon/spas is only 4.8, while the ideal is 1 visit per month (an FOV of 12). Learn 5 easy ways to increase your FOV! Then just sit back and watch your profits –and business- grow!
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
WHAT IS F.O.V?
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
F.O.V stands for Frequency of Visit. Frequency of Visit is a key growth indicator for your business. These growth indicators are inseparable - as one changes positively the other changes negatively.
Retention Increase = FOV Decrease
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
F.O.V stands for Frequency of Visit. Frequency of Visit a key growth indicator for your business. Prebooking clients is vital to increasing FOV. These growth indicators are inseparable - as one changes positively the other changes negatively.
FOV Increase = Productivity Increase = Retention Decrease
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
F.O.V stands for Frequency of Visit. Frequency of Visit a key growth indicator for your business. Prebooking clients is vital to increasing FOV. These growth indicators are inseparable - as one changes positively the other changes negatively.
Productivity is too high = Retention Decrease + FOV Decrease
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Find the right dynamic where all of these growth indicators are at an optimum level (for each employee and for the overall business).
HOW?
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Reports (MA200)
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
TEAM EDUCATION & MOTIVATION
• Educate you team on Growth Indicators
• Set Goals
1
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
TEAM EDUCATION
New Guests
per Month
New Guest
Retention
Repeat Guest
RetentionFrequency
of VisitAverageTicket
Productivity
6 Growth Indicators
1
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
GoalsTEAM MOTIVATION
Set Goals on FOV & Pre-Book
Offer Commission and Pay Increase
Opportunities
1
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Make It Fun!TEAM MOTIVATION
Pre-Book Contests w/ Service ProvidersPackage/Series Sales Bonus
1
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
TEAM MOTIVATION
Make It a Career Opportunity – Incentivize ThemCreate new positions with multiple levels
Receptionist – Entry Level$8 an hour
Front Desk Specialist$10 an hour
Front Desk Professionals$15 an hour & up
1
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
PROMOTE CLIENT LOYALTY PROGRAMS• Points for pre-booking• Points for a service purchase• Points for retail purchase• Points for service class after being performed “X” times
in “Y” weeks• Points for service after being performed “X” times
2
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
SELL SERIES & BOOK STANDING APPOINTMENTS
• Offer series• Book series once sold• Customize package/series for
core clients
3
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
MAKE IT CONVENIENT
• Online Booking• MillenniumGO
4
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Online BookingMAKE IT CONVENIENT
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
MillenniumGO™
MAKE IT CONVENIENT
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
BE PROACTIVE
• Prebook!!• Follow-up on No Shows, Cancellations, Pendings• Call Clients Due In• Send “We Miss You” Emails Offering Discounts
5
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
ACTION PLANMonday Tuesday Wednesday Thursday Friday
AQ070Appointment Recall Listing –
Due in this Week
We Miss You Email Blast/Calling
Clients not in for 3 Months
AQ246Add-on Wednesday!
Run Contest
AQ071 Missed
Opportunities
Top N Productsthis Week
AQ230 Cancellations Last Week
New Client Welcome EmailNew Clients Last Week
AQ245 Booked On Listing To Track Add-Ons
AQ201New Client Listing-
Call New Guests this Week to Verify Experience/Referral
Program
DP085 Products on Sale
Print to Prepare for Monday
Verify the Pending List Has Been Cleared
Upsell Marketing (Client Selection)
Guests who had Color but not a Haircut
MR126 Liabilities about to Expire
Teach a Service Provider Something New about the
RTMS
Lasts X Weeks Project Decide How Long a Guest Will Use a Product, and Enter into
Millennium
Look for Guests with a High FOV and Turn Them into
Standings
Email Verification –Use Printed Selection to Ensure Email Accuracy
Use MR045 to TrackPackage/Series Contest – Who Can Tag Their Name
on the Most!
Marketing Brain StormNext Weeks Promotions
FDP05 Front Desk Pre-book Analysis
Monitor Rebook % - MA245 Monitor Rebook % - MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245 Monitor Rebook %-MA245
MA065 Estimated Sales vs. Actuals
MA065 Estimated Sales vs. Actuals
MA065Estimated Sales vs.
Actuals
MA065 Estimated Sales vs. Actuals
MA065 Estimated Sales vs. Actuals
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
• Analyze Your Business (MA200)• Educate Your Team on Growth Indicators
• Increase FOV by 1• Increase Pre-Book by X%
• Set Individual & Team Goals (FOV & Pre-Book)• Run Reports Again, Two Months from Now
ACTION PLAN
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
Follow us on Instagram & Twitter
@speakmillennium
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m
CONTACT USFor Information about Millennium or Meevo
For questions about today’s [email protected]
m i l l e n n i u m s p a s a l o n . c o m | m e e v o . c o m