o rp 1

1. orp 1 optimum reception training

2. Course Objectives • To give you an introduction to the core elements of using SALONGENIUS • To establish in your minds • The importance these elements have on your business • Who should be responsible • The benefits of using them • To give you the skills to utilise these key elements

3. This will… • Increase sales by improving Data Quality • Raise Customer Satisfaction by keeping in touch with your clients • Improve your job opportunities and job satisfaction by learning new skills

4. Schedule • Data Quality • Client Data Quality • SALONGENIUS Data Quality • Business Benefits • Keeping in touch with Clients • Improving your Skills

5. Data Quality Increase performance by improving Data Quality • Improved client contact • Better technical records • Accurate sales records • Easier to use system • Improved Business Analysis

6. Client Data Quality • What affects Client Data Quality • Technical Histories • Archiving and Purging • Duplicate Clients • Other SALONGENIUS data • Sales

7. What affects Client Data Quality • Address & Receive Mail • Phone & Receive Phone • Mobile & Receive SMS • Email & Receive Email • Other fields • Especially Booking a New Client in Appointment Diary

8. Driving Data Quality • Contact Details & Permission fields New Client information – get as much as you need initially - don’t forget the permissions Existing Client information - revisit, check and improve - don’t forget the permissions You may not get this all in one go • Focus on effective data collection Diary driven – Client Data Quality Branded Data collection form

9. Technical Histories • Client Record - F2 Service • Technical services • Pending Blue , Completed Red • Colour / Perm / Beauty / Treatment / Advanced Beauty type histories • Memo – free format • Update – pro-forma • Repeat Previous – copy forward • DO NOT USE CLIENT MEMO • F7-2 Pending History reports

10. Archiving and Purging Housekeeping functions – keeping your data current • Archiving (copying somewhere else) • Sales Data • Appointment Data • Purging (deleting forever) • Client Data • Technical Histories • Client Letters

11. Duplicate Clients Client Merge Utility • Duplication Reports • Utility outside of SALONGENIUS • Merge Sales & History

12. SALONGENIUS Data Quality • Staff Records • Service Records • Stock Records • Discounts

13. Service Record Quality • Technical • Name • Category • History Type • Available to • Prices and Times • Colour

14. Treatments • Treatments, like colours, require products, but • There is very little service time to track • Commission same as for retail (10%) and not that usually awarded for other service (30%) • Treatments services therefore need to be sold as a service on the bill, but tracked separately for commission purposes because: • Not all treatments products are single use; some come in large tubs so selling treatment product will affect stock figures • Selling the treatment product as retail, when in fact a service was done in salon, falsifies the true Retail %

15. Treatment Services 5 Steps to Effective use of the Treatments • Setup the Treatment commission • F2-1-3 SYSTEM DETAILS • Enter in SERVICE COMMISSION UDF as Treatment • Setup the Treatment Service • F4-2-1 SERVICE SPECIFICATIONS • TECHNICAL=NO • CATEGORY=Treatments • COMMISSION=Treatment • Setup the Treatment Product • Use effective Sales to record the up-sell • Use effective Stock Control to record the product use

16. Treatment Product Effective use of the Treatment Product • Setup the Treatment Product • F4-1-1 STOCK SPECIFICATIONS • Setup the Treatment product • PRODUCT TYPE=PROFESSIONAL • Use effective SHOP USE to track product usage

17. Staff Record Quality • Department • Position • Price & Time Level • Available for sales • Available for Bookings • Default Appointment Time • Colour

18. Stock Record Quality • Standard Stock Files • Correct Ranges • Correct Descriptions • Correct History

19. Discount Record Quality • Name • Category • Discount Type • Available when • Retail and/or Service • Correct Promotion tracking

20. SALONGENIUS Settings • SALONGENIUS Settings • Appointment Settings

21. Business Benefits • Improved Salon Ranking • Reduce Return Rate • Improve Average Bill • Easier to use system Improve your Business Analysis

22. Salon Ranking • Data Quality Report (F6-6) • Key Performance Indicators • Salon Gauges - CompareMySalon.com • Quality Mark, No Show% • Return Rate, Retail %, Technical % • Average Bill, Allocated % • Management System • Quality Mark Breakdown • Better data – better information

23. Quality Mark Breakdown • Score - Although proportional to the sum of the following columns it is NOT an exact sum of them. There are other factors and weightings calculated that provide the salon score. • Client Sales - A score based on the percentage of clients billed that are Active Clients. The larger the number the better. • Avg. Return - A score based on the salons Average Return Rate. This will always be a negative number but the closer to zero the better. • Mktg - A score based on the percentage of clients billed in the last 12 months that can be marketed. The larger the better. • Retail / Tech - A score based on Retail sale percentage and Technical sale percentage (depends on the Service – Technical setting). • Appts - A score based on Busy percentage, the percentage of Future Appointments and the No Show percentage. The larger the better. • Avg. Bill - A score based on the percentage of their Average Bill against a benchmark. • Adjust - A score based on the percentages of Refunds, Deleted Bills, Cancelled Bills, Changed Operators and Changed Prices. This will always be a negative number but the closer to zero the better.

24. Keeping in Touch with Clients • Do you record No Shows? Are you recording No Shows? Do you Remind Busy Times or all bookings? • How do you remind clients By telephone By SMS or email

25. Busy Times vs All Bookings The No Show Problem 1000 bookings per month 3% No Show rate – 33 per month – 1 per day Busy Day 10 cols x 7 services @ £50/serv = £3500 value 1 No Show = £50 lost Impact 1.4% loss on day Quiet Day 3 cols x 4 services @ £50/serv = £600 value 1 No Show = £50 lost Impact 8.3% loss on day Likelihood of Walk-ins to fill cancellations?

26. Phone vs SMS Costs The No Show Problem 1000 bookings per month 3% No Show rate – 33 per month Phoning costs 1000 x 4p per call (2min @ 2p/min) = £40 2mins per call = 33 hours @ £6.08b.w. £200 Cost £240 per month SMS costs 1000 x 8p = SMS messages £80 Saving £160 per month SMS SAVES£1920 per Year

27. Appointment Reminders • Remind All Clients ALWAYS REMIND CLIENTS = YES SALONGENIUS only sends SMS to enabled clients As Data Quality improves so SMS efficiency improves • Automate Reminders F2-1-5 SMS REMINDERS AUTOMATIC REMINDERS = YES REMINDER PERIOD = 1 DAY BEFORE VISIT

28. Improving your skills • Effective Sales • Client Sales • Redo’s & Refunds • Accounts & Deposits • Basic Reporting • Cashing-up • Backing-up

29. Sales Data Quality Client sale Information • Correct Bookings & Sales • Accurate refunds • Accurate redos • Commitment to Teamwork • Good salon communication • Drive rebooking

30. Getting Sales Correct • Client books for a FHH but it changes to HHH in chair • Who tells Reception & how early?

31. Refunds On the sale list • Add the item to refund • Select REFUND • Enter REASON (always required) • Negates the item price • Complete sale as usual • On Client Record Card – refunded items VALUEin red Know your salon Refund policy

32. Refunding Products • Select the client • Add item being returned and REFUNDit • If swapping, add the replacement item • Complete the sale • Displays Option to put the return back into Stock • ALWAYSSelect YES – add back to stock • If required use SHOP USE or DAMAGED STOCK

33. Redo’s • Client unhappy with service • Service is re-done • Free-of-Charge • In salon (originally done here) • Same or Different operator • Does the first operator keep the commission? • Other salon (Head Office) • No original sale to refund

34. Other salon Redo sale • Booking Redo • Book Service - New Client – Operator A – required service • Use SPECIAL SERVICE and APPOINTMENT NOTES to indicate a redo • On Arrival – IN SALON creates bill for the service • Operator A – Service to be redone • To record this sale as an Other Salon Redo • Select REDO to zero the value • Complete the bill as normal • If balance zero select CASH • Technical History to complete to record redo notes

35. Redo sale (in salon) • Booking Redo – check Client Record Card • Book Service - Operator B – same service as original • Use SPECIAL SERVICE and APPOINTMENT NOTES to indicate a redo • On Arrival – IN SALON creates bill for the redo service • Operator B – Service to be redone (same as original) • PRICE ADJUST this if required (original price or part-redo price) • To cross account this sale with original sale • Select Original Operator A • Select Original Service (Price Adjust if part redo) • REFUND to negate the value and cancel out service being redone by B • Complete the bill as normal • If balance zero select CASH • Service value removed from A and added to B • New Technical History to complete to record redo notes

36. Deposits & Accounts • F2-2-1 - ACCOUNTS MODE • If ACCOUNTS MODE = NONE then not an option • If ACCOUNTS MODE = DEPOSITS ONLY will only be an option if the clients’ balance covers the bill total, otherwise use MIXED • If ACCOUNTS MODE = FULL then always available • Client Record Card – F3 FINANCIAL • Personal Account • Deposits (Account Payments) shown as Credits • Account used as Method of Payment show as Debits • Non-zero Balance at top of record card

37. Paying a Deposit • Start a sale list for client with an Operator • Account Balance button at top • ShowsGreen(+’ve balance in credit) • orRed(-’ve balance in debt) • Select Account Balance button • Enter the Account Payment (Deposit) • Account payment added to sale list • No Commission

38. Using Deposits • Build sale list for service(s) • Account Balance button shows deposit • Select TOTAL • Select MIXED if balance less than total • Select ACCOUNT and enter balance of the account • Select top-up payment methods to complete bill

39. Summary • Identified Key areas in SALONGENIUS • The impact of using these areas and problems • Good use • Poor use

40. Action Plans • Plan for next few months • Objectives & Targets • Responsibilities • Support Needed • Restrictions • Benefits

41. orp 1 completed thank you