Birthday Facial Campaign
PM for Birthday Facials Campaign for Clinic Staff
GOAL of this campaign is -
Performance will be judged by -
Purpose
What to do on The Day of the B'day Facial
Before Client comes in -
Prepare!
Check MB - client’s profile, read contact logs, browse past purchases, etc. Know what services they have done with us, read contact logs for interests in other services they have expressed interest in the past, if they have a single Groupon that they have not received a discounted second package, etc. Educate yourself on each client, possible Greensky financing and know payment options and examples before client even comes in.
When Client comes in -
Meet and Greet
Bday Form Errors and how to correct it
Pt does not fill wish list and/or Referral name/number. During the treatment bring it up and as you get to know her she will give that information. Update the form in contact log when done. When explained correctly, virtually everyone gives a wish list and referral. It's the law of reciprocity.
During Treatment
Discuss Wish List - other services client has expressed interest in
Mention past/current services she has/had with us & Ask about that experience
Casually discuss Greensky Financing and payment examples
Discuss our Referral Program and Ask more about her Referral (friend) that she filled out on the form
At the end of the facial ask questions.
ex: How do you feel? Did you love it?
Take A Birthday Facial Photo (coming soon) – with RxPhoto AND text it to her
Make a Sale from Wish list
Based on your discussion during the facial – There will be 3 possible outcomes
1. They are ready to buy - close the sale
2. They are interested but would like to COME IN another day - book a consult
3. They are interested but would like to continue conversation via text/phone - FOLLOW UP
Closing the sale
Ask close ended question: eg So let’s go ahead and continue your hair free journey! (keep it relevant to service being discussed)
Let’s go ahead and apply for Greensky, it will only take a minute!
If you get any push back, don't overdo it. Educate how client can apply for Greensky at home. Make sure to keep the seed planted by not being overly pushy, it is a free birthday facial after all. Be sure to follow up!
Book Consultation from the Wish List
If they are not ready to buy today but would like to discuss further in person, book consultation. So it’s a no pressure no judgement conversation to come in at a later date to discuss in detail how she can enjoy the awesome benefits! Book the consult no more than one week out.
FOLLOW UP
This step is probably the most important one. It might take 3 months! of follow up before you close a sale but is that is what it will take. Remember - follow up, follow up, follow up
If no sale or no booking - start follow up sequence . eg They are very interested but not ready to buy or book today.
Getting Google Review –
Hand them the Handwritten B’day card first then ask for the Google Review
See ‘How to get google reviews’ training videos and follow the process
No Tips
We DO NOT accept tips. If a client offers, politely refuse stating company policy.
Taking Cash tips is grounds for termination
After the Treatment
Follow up on Wish List (for no-sale or not booked consultation) and
Follow up on her Referral
Corporate will Text
Taking the information from the Bday facial form – corporate will Text BOTH the client and her Friend (Referral) the Referral Card and will convert these ‘leads’ into ‘Booked Consults’ for 1-2 weeks out.
In Summary -
Performance will be judged by -
PM for Birthday Facials Campaign for Clinic Staff
GOAL of this campaign is -
- Make Sales - Follow up on Wish List for Upsells & Referrals
- Get Google Reviews (or yelp if they don’t have gmail acct)
- Make sure Bday Facial Form is filled correctly with Wish List and Referral Name & Number
- No Tips – We DO NOT take cash tips. Grounds for Termination. See HR Policy
Performance will be judged by -
- Sales thru Upsells (Amount) & Referral (Amount)
- # of 5 star reviews
Purpose
- UPSELL – from wishlist
- REFERRALS – from bday facial form - so new consults and sales
- Get Google Reviews
- Show appreciation to our clients
- Get Old clients back in
- Fix Customer Service issues
- Collect Failed Autopays (FAP’s) from those who don’t know they have it/Update Credit Card info
What to do on The Day of the B'day Facial
Before Client comes in -
Prepare!
Check MB - client’s profile, read contact logs, browse past purchases, etc. Know what services they have done with us, read contact logs for interests in other services they have expressed interest in the past, if they have a single Groupon that they have not received a discounted second package, etc. Educate yourself on each client, possible Greensky financing and know payment options and examples before client even comes in.
When Client comes in -
Meet and Greet
- Give a warm welcome - Be pleasant, high energy, smile, say hello and
- Offer champagne
- Client Fills out Bday Facial Form AND Facial consent Form
- Make sure Client’s Profile is upto date including Photo
- While she is filling out the Forms – handwrite a Happy Birthday Card
- Make sure she fills out the Birthday Facial Form accurately & study it so you know her wish list and friend’s name and number. If the form has errors ie No Wish List or Friend’s name – make a mental note so you can ask this during the facial and correct the form. Goal is 100% form accuracy before she leaves the clinic
- Also confirm she has filled out Facial Consent Form
- Walk client back, explain the USF in a fun, enthusiastic way.
Bday Form Errors and how to correct it
Pt does not fill wish list and/or Referral name/number. During the treatment bring it up and as you get to know her she will give that information. Update the form in contact log when done. When explained correctly, virtually everyone gives a wish list and referral. It's the law of reciprocity.
During Treatment
Discuss Wish List - other services client has expressed interest in
Mention past/current services she has/had with us & Ask about that experience
Casually discuss Greensky Financing and payment examples
Discuss our Referral Program and Ask more about her Referral (friend) that she filled out on the form
At the end of the facial ask questions.
ex: How do you feel? Did you love it?
Take A Birthday Facial Photo (coming soon) – with RxPhoto AND text it to her
Make a Sale from Wish list
Based on your discussion during the facial – There will be 3 possible outcomes
1. They are ready to buy - close the sale
2. They are interested but would like to COME IN another day - book a consult
3. They are interested but would like to continue conversation via text/phone - FOLLOW UP
Closing the sale
Ask close ended question: eg So let’s go ahead and continue your hair free journey! (keep it relevant to service being discussed)
Let’s go ahead and apply for Greensky, it will only take a minute!
If you get any push back, don't overdo it. Educate how client can apply for Greensky at home. Make sure to keep the seed planted by not being overly pushy, it is a free birthday facial after all. Be sure to follow up!
Book Consultation from the Wish List
If they are not ready to buy today but would like to discuss further in person, book consultation. So it’s a no pressure no judgement conversation to come in at a later date to discuss in detail how she can enjoy the awesome benefits! Book the consult no more than one week out.
FOLLOW UP
This step is probably the most important one. It might take 3 months! of follow up before you close a sale but is that is what it will take. Remember - follow up, follow up, follow up
If no sale or no booking - start follow up sequence . eg They are very interested but not ready to buy or book today.
Getting Google Review –
Hand them the Handwritten B’day card first then ask for the Google Review
See ‘How to get google reviews’ training videos and follow the process
No Tips
We DO NOT accept tips. If a client offers, politely refuse stating company policy.
Taking Cash tips is grounds for termination
After the Treatment
- Discuss Upsell (see ‘closing the sale’ section above)
- First, Hand them the B’day Card. Then ask for Google Review (if they don’t have gmail then get Yelp review)
- Thank her for being a valued client and wish happy birthday again!
Follow up on Wish List (for no-sale or not booked consultation) and
Follow up on her Referral
Corporate will Text
Taking the information from the Bday facial form – corporate will Text BOTH the client and her Friend (Referral) the Referral Card and will convert these ‘leads’ into ‘Booked Consults’ for 1-2 weeks out.
In Summary -
- Make Sales - Follow up on Wish List for Upsells & Referrals
- Get Google Reviews (or yelp if they don’t have gmail acct)
- Make sure Bday Facial Form is filled correctly with Wish List and Referral Name & Number
- No Tips – We DO NOT take cash tips. Grounds for Termination. See HR Policy
Performance will be judged by -
- Sales thru Upsells (Amount) & Referral (Amount)
- # of 5 star reviews