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.
- Greater salon client satisfaction as courses of services are generating better results.
- Improved staff morale and increased productivity.
- Increased turnover: sales TREBLED!
