Tuesday, April 27, 2010

Are You Losing Customers?

Many health care and beauty businesses spend a lot of money on marketing, trying to get new customers but are ignoring the potential to increase sales to their existing client base.

In a survey a few years ago by Mintel 47% of avid and regular users of Health and Beauty salons said that they would like to have more treatments but don't get around to organising it.

What can you do to ensure that you are not losing business because your customers didn't get around to making an appointment.

  • Always try to make the next appointment before your customer leaves the premises.
  • Ensure that your reception and telephone are always covered, staff however are expensive and this is not feasible for many small businesses.
  • Ensure you check your voicemail and e-mail frequently and follow-up promptly.
  • Make it easy for your clients to book 24/7 by offering on-line booking from YouBookIn.
  • If you already have on-line booking make sure you tell your clients, display it prominently on your web site and mention it on your voicemail.

Don't make it difficult for your clients to make appointments.

Sunday, April 11, 2010

Common Error on set-up

When you have finished setting up your on-line diary and services take a few minutes to look over your set-up, if you have entered something incorrectly it is best you spot it now rather than a customer when you are 'live'.

The most common problem we get in reported to customer service is that a customer cannot book a service with a certain therapist, the solution is simple - that therapist was not linked to that service in the diary set-up.
Every time you enter a new service you must assign staff to it, this is done under the diary tab in 'My Account'.
This feature is important as not all staff can necessarily provide all services.

In the above example Ann Marie is not trained in Reflexology or Aromatherapy so those services are not ticked against her name. Click on the above screen shot to make it larger.

YouBookIn is very easy to use and set-up, but the best system in the world -Like Carlsburg we like to think it is probably us - is only as good as the data you input into it.

So in summary - a little care and attention to detail at the set-up stage will pay dividends later. Having said that the majority of people set-up YouBookIn without any problems.