understanding the importance of the growth indicators (educator: john harms)
TRANSCRIPT
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Understanding the Importance of the Growth Indicators
with John Harms
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TOPICS COVERED
Growth IndicatorsHow the Front Desk Can Help the Salon Grow
Where to Find the Results
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The Growth Indicators
Growth Indicators are key performance indicators
(KPIs) that represent the potential for future growth.
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The Growth Indicators
New Clients Per MonthNew Client Retention
Repeat Client RetentionFrequency of Visit
Average Ticket============PRODUCTIVITY
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New Clients Per Month
Helps future growth and make up for loss clients.
Result of reputation, client referrals, and marketing.
Growth Indicators
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New Client Retention
New Client Retention measures how well you get clients back a 2nd, 3rd, …
time. Affected by quality of service, rebook, and overall salon atmosphere.
Growth Indicators
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New Client Retention
INDUSTRY AVERAGE FOR 2ND VISIT = 35-40%
3rd Visit = 25%By 6th Visit = 8-12%!
Growth Indicators
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Retention VS. Request Rate
Retention is really measured at the ‘salon’ level – not the individual
employee level. Request rate is the measurement at the specific employee
level.
Growth Indicators
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Repeat Client Retention
Repeat client retention measures how well you are keeping clients that have been coming back to you for at least a
year.
Growth Indicators
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Repeat Client Retention
INDUSTRY AVERAGE = 70%
GOAL = 85%
Growth Indicators
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Frequency of Visit (FOV)
Frequency of Visit measures how often, on average, clients
come in each year. REBOOOOOOOOOOOK!
Growth Indicators
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Frequency of Visit (FOV)
INDUSTRY AVERAGE = 5 Times a Year
INDUSTRY AVERAGE for COLOR = 4 Times a Year
Growth Indicators
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Average Ticket
The average spent per client when they visit your salon or spa. Typically separated by average service ticket
and average retail ticket.
Growth Indicators
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Average Ticket
No industry average.Millennium clients average $85. Increase $5 or $10 per client as
a goal.
Growth Indicators
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Productivity
As you improve the growth indicators your productivity will show in the appointment book
and on revenue generated.
Growth Indicators
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RESULTS
Measuring
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Monitoring Results
Analytical Reports (MA200)Monitoring Station
Team Goals
Millennium
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Monitoring Results
Analytical Reports (MA200)Smart Centers
Meevo
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THANK YOU
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