I was rushing around last week and had to nip into a high street sports shop to get my friends son a birthday present. It’s not a shop I’d chose to go in so I wanted to get in, pick the present and get out quick.
When I got to the till, there was a short queue, which wasn’t ideal but I waited. And then I heard the young assistant say the same few sentences to everyone in front of me. When it was my turn she did it again:
“Can I interest you in one of our magazines?”
“Would you like to buy one of our bags for life, they’re only £1?”
The magazine she showed me was a mens fitness magazine – I’m an overweight 43 year old – and I was already carrying a really big shopping bag.
Now I can imagine that someone counting the numbers high up in that business can see an increase in sales of these items, because if you ask enough people some will say yes. But, here are my observations.
Firstly, the queue moves slower – that’s not good customer service in my book and some people (usually me) will get frustrated and leave. Secondly, the young lady behind the counter was obviously so bored of saying the same thing over and over again, and probably getting 99% of people saying “no thank you”, “no thank you”, that she was sterile in her delivery. She had zero passion or belief in what she was saying.
Rip Up Your Scripts
I know lots of companies and individuals like scripts – especially call centres – but they are simply not engaging.
If you are trying to build up your salon brand, you need to realise two key things when it comes to people:
- Your customers are all different and will respond to different things
- Your team are all different and have personalities of their own
Two simple ideas to improve salon sales
If you want your team to increase retail sales, or have a higher re-booking rate, you need to challenge them to develop their own skills in their own way.
Firstly, your customer. During the time they are with your staff, they will give away lots of clues which yuo can use in response. This short book I wrote will help your team to improve salon sales by becoming a detective.
Secondly. Challenge your entire to team to make up as many ways of saying the same thing as possible that in the past you may have scripted. Questions and statements. Test them out. Play with them on clients. Notice the results.
By mixing it up, you will not sound like a machine delivering the words, like you would if you’ve already said the same thing 20 times that day.
Put the two together and you’d be amazed at how much success you will have.