Maximizing Productivity at Your Business
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Transcript of Maximizing Productivity at Your Business
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Maximizing Productivity
at Your Business Millennium Systems International
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Hello!Meet Irena Mena.Irena Mena is the Learning Manager at Millennium Systems International, an innovative educator who seeks to make the entire industry more knowledgeable. Irena has been with Millennium for 5 years. She has a degree in Secondary Education with additional certifications in Instructional Design, Technical Writing, and Public Speaking.
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GoToWebinar Overview• Have questions? Enter them into the
“Questions” box on the right-hand side of your screen.
• All attendees are placed on “listen only” mode.
• Please take some time to fill out the brief survey that will be sent to you via e-mail following today’s presentation.
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What is productivity? What does it mean to you? Send your responses via question box.
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Productivity: The measurement of how busy service providers are during scheduled business hours.
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Productivity: Ideally, a business should be shooting for 75-80% productivity. Anything over 80% is counterproductive for service providers.
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What factors influence productivity?
Heavily influenced by all of the growth indicators.
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New Clients
The Six Growth Indicators (KPIs)
New Client
Retention
Repeat Client
RetentionAverage Ticket
Frequency of Visit
Productivity
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Step One Run the RIGHT Reports
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Step One The MA200: Growth Indicators Analysis
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Step One The MA060: Employee Productivity
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Step One The FDP00: Front Desk Productivity
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Step TwoMake Changes for the Future
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Up-selling is a sales technique whereby the seller encourages the customer to purchase a higher ticket item/upgrade instead of the requested service.
Example: 60 Minute Massage to 90 Minute Massage
Tip One Implement Up-sell
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Tip One Implement Up-sell
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“Irena is available for a 60-minute massage. However, we do have
availability for a 90-minute massage, which includes a longer focus on your
neck and shoulders, and a detox mask. I would be happy to enhance your
massage today.
Tip OneImplement Up-sell
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Cross-selling is a sales technique whereby the seller encourages the customer to purchase an additional service in addition to the requested service.
Example: Manicure + Pedicure (same department)Massage + Facial (different department)
Tip Two Implement Cross-sell
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Tip Two Implement Cross-sell
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“Okay Jen, you are all set with your manicure at 2 PM. We are offering 15% off of our pedicure services, if you have
extra time. I would be happy to book you for a pedicure right after your
manicure.”
Tip TwoImplement Cross-sell
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• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the
chair.• Reward ($$$) your clients. • This is a group effort!
Tip Three Focus on Pre-Booking
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Tip ThreeFocus on Pre-Booking
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“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first
week of January. Did you prefer the same time or earlier? Remember you
earn 1000 points with your loyalty program!”
Tip ThreeFocus on Pre-Booking
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Tip FourIncrease Your New Client Statistics
• Ask for referrals• Be active on social media• Pay attention to online reviews• Communicate with potential clients
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“Susan, you’ve been my client for a while now and you mentioned you
love my work. Do you know any other people who would like my haircutting
services?”
Tip FourIncrease Your New Client Statistics
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Tip FourIncrease Your New Client Statistics
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Tip FiveIncrease Productivity Through Marketing
• Market your underproductive departments• Market slow “dead” times
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Tip FiveIncrease Productivity Through Marketing
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Overproductive Service Providers
What should I be doing? • PRICE INCREASE! • Introduce tiered pricing. • Retain clients by pushing them towards lower
tiers.• Remember: it is all in the delivery.
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Lets create an action plan. What is your next step?
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Milestone Actions Target Date
Discuss the Growth Indicators with Staff
Show them the growth indicators, what they do, and how they play a part.
Research Where You Currently Stand
Run the MA200 for the business and each
service provider. Take a look at your new client
retention.Set a Goal Set a SMART goal and
place inside of your software.
Follow-Through Check in periodically to see where your team
stands with goals.
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