How Salon Tracker Software can help to organise your client booking process!

So far in 2016, I’ve been to a salon once and a spa once. In all honesty I would have probably of gone more what with Valentine’s Day and Mother’s Day just passing but I’ve been stalled, not to my own fault. The reason I have been unable to book in at the salon/spa is because every time I have called, I have been blocked by a ringing telephone or a voicemail service. Now the businesses I tried to access are both well established with great marketing offers and a fantastic team. I was sent some offers to my email and was really excited to book, but unfortunately, couldn’t get through to anybody. After trying once, twice, three times, I really couldn’t believe how hard it was to get booked in- which has fueled today’s blog. I wanted to offer some alternatives that I would have appreciated as a customer in order for you, our clients, to retain customers and deliver to their expectations because there really is nothing more frustrating for a customer than when they receive amazing marketing messages but have to miss out because nobody called them back.

Not everyone has a humongous budget to have a receptionist to organise, answer calls and attend to voicemails, which we completely understand. However, every salon must ensure they are offering customers an alternative to booking if they cannot attend to their needs at all times, which is where online booking comes into play.

Online booking is a great option for salons of all sizes because it can attract new customers and retain loyal customers. It is also a great way to give your customers ownership of their own bookings. Online booking is not only the future with regards to technology but it makes you, as a business, a convenient option.  Which, in turn, increases your profits.

Online booking isn’t the only option either, another option is to allow the customer to leave a voicemail. Here’s an idea of what to say… “Thanks for calling ‘YourSalonName’, we are very sorry we cannot get to the phone but we are busy in treatments at the moment. Please leave your name, number, a short message and a suitable time for us to call back in the next couple of days. We will keep trying until we reach you, in your preferred hours. Alternatively, we do offer online booking facilities at www.<yourwebsitename>.co.uk ”

A great way to win over a customer when they have met your voicemail is by assuring them that you will call them back regarding their desired appointment. The above is also a great message because you are asking them when a good time for them is to speak. Calling them at an unsuitable hour means you will potentially meet the same obstacle again. If on your call back the client doesn’t answer again, leave them a short message telling them you will try at the same time again tomorrow. If after the second time you still receive no answer, simply leave a voicemail stating you have attempted to call but have been unsuccessful and ask your client to call back when is suitable for them. This shows that you have tried to accommodate them, which in my books is a massive green tick!

Another grey area whilst on a call with your local salon or spa is the ‘options’ process. We completely understand this when there are perhaps 1 or 2 but when you have to go through a 6 answer process- what’s that about? Yes this means you are met with the correct employee but is all of this really essential? Some can be quite confusing and there’s nothing worse than waiting through options then being put on hold further- especially after a long day at work.

We know that most salons are great but this is just a frustrating past experience from one salon go-er. We really do want to attend your salon and we understand the busy times but help us out and offer that alternative. We promise to book with you and many others will too!

Salon Tracker x