Case Study: Doubling the turnover.
OVERVIEW:
Upmarket urban city centre salon/day spa employing 5 therapists and one receptionist.
BRIEF:
To double the turnover
ACTION TAKEN:
*Trialed services as a client to establish shortfalls in service.
*Established that all staff were relying on clients to call in, carrying out effective once off treatments, without recommending other services or selling homecare.
*Changed spa culture, ensuring that clients were introduced to all services, programmes/courses of services introduced and sold.
*Rebooking policy implemented.
*On-going cost effective marketing campaign introduced.
*All downtime used to promote spa.
*Introduced retail targets and ran competition for highest number of courses sold per month.
*Reception training.
OUTCOME:
1. Greater client satisfaction as courses of services are generating better results.
2. Improved staff morale and increased productivity.
3. Increased turnover – sales didn’t just double – sales TREBLED!
