key Drivers
People who set these are typically more successful than those who don't
What are goals?
Increasing the amount of service revenue per guest
What is Ticket boosting?
How many times easier is it to retain an existing guest than it is to recruit a new one?
20 times
A free of charge service that is added to transform the guests appointment from ordinary to extraordinary
What is an added value service?
The ideal number of products to put on the guest services counter for the client
what is 3?
Effective goals are
What is meaningful, measurable, and clearly defined?
The three opportunities you have to talk with your guest about retail
what is before the service, during the service, and after the service?
Opens the lines of communication between you and your clients and lets them know its ok to contact you if they have a problem
what is the garantee?
Deep, transceding, slow, firm and relaxing
What is a primo massage?
The best form of advertising
What is word of mouth?
The business strategy you'll focus on as an esthetician
What is attract, maximize, and retain?
A signature statement that helps you prospect for new clients and sets you apart from other service providers
What is a defining statement?
this is the secret to legendary customer service and means placing the needs of your guest above your own
Servant leadership
The most important time that you spend with your gust is during the
What is the consultation?
Helps you to stay busier and need fewer guests
What is prebooking?
The Key Drivers
*number of guests
*Average service ticket
*Average retail ticket
*Number of pre booked guests
*Guest retention
You should always have these with you, ready to talk about what you do
Business card
You maximize the guests experience by seeking to delight all of these
what is the five senses
The consultation model
what is L.S.C.P.A.?
The final step of the fond farewell
What is thanking the guest ?
A Harvard Business study found that what percentage of the population does not have goals
What is 83%?
Who gets VIP cards and treatment: potentialy free or discounted services
Influencials
The motto we refer to when you make a mistake with a client
What is B.L.A.S.T. ?
The aspects of a warm welcome
*smile
*eye contact
*touch
*guests name
Guests who do this make two to three more appointments per year than guests that dont
What is prebooking ?