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Case Study: Doubling the Turnover

OVERVIEW: Upmarket urban city centre salon/day spa employing 5 beauty 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 salon 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 salon 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 salon client satisfaction as courses of services are generating better results.
  2. Improved staff morale and increased productivity.
  3. Increased turnover: sales TREBLED!
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