Written by Adeline Er, from SPA+CLINIC

It’s that time of the year when everyone wants to get their hair and nails done, fake tan, facials, fillers, massage – you name it! It’s great news but not if you aren’t prepared for the influx of customers. Remember, all you need is one bad experience to lose a customer.

Today, we’re sharing 5 tips to holiday-proof your business and avoid overbooking, unhappy customers and sub-par customer experiences this busy season.

 

1. Plan, prepare, schedule

From your Christmas & Boxing Day marketing promotional plan to seasonal content to sufficient resources to cater for extended trading hours, being prepared and planning in advance is key to making sure that there are no hiccups and you are maximising your business’ profit.

SPA+CLINIC tip: If you haven’t already done so, schedule half a day immediately dedicated to planning, preparing and scheduling all tasks required for the jolly season.

2. Properly staffed

The last thing you want is being understaffed during the busiest time of the year. Back to point #1, make sure to plan your roster properly, taking into consideration all the staff that is on annual leave, and potential absentees.

SPA+CLINIC tip: Have some temp staff, contractors, or even family members during your busy period as “standbys” just in case someone falls sick or has an emergency!

3. Set expectations

As demanding as it may sound, some clients expect an almost immediate response after sending an inquiry or booking. By letting your clients know in advance – that it is the busy season and a response might take a little longer than usual, you will avoid having unhappy and cranky customers.

SPA+CLINIC tip: Have automated responses on your “contact me” email and booking form with a short message thanking them for their booking, confirming receipt of the email and letting them know that they will receive a response within the next 24 hours.

4. The Royal Treatment

It is the busy season and waiting is inevitable sometimes, but you can make it worth their while if you keep them entertained and make them feel comfortable.

Light some candles or burn some essential oils to help the customer relax. Have a little snack and beverages available whilst the customer is waiting for their turn.  Serving up a cup of chai tea with a side of a healthy snack or chilled collagen water on a hot summer day works wonders. All you need is a little something extra for a positive experience – you might even get a referral or two out of it.

5. Make your spa or salon a pit stop for the client

Before you raise an eyebrow, remember everybody’s busy and think of your spa or salon as a little oasis where your client can get ready in between events and appointments. Have some basic makeup products (with disposable brushes available) in the change room so your clients can refresh themselves and head to their next destination or appointment after a treatment.

With all this in mind, have you holiday-proofed your business?

About SPA+CLINIC

SPA+CLINIC is one of our media partners for 2018. They bring spa, salon, clinic and retreat business owners cutting edge thought leadership on the trends and tools shaping the cosmetics, aesthetics and wellness industry. Subscribe for more articles: www.spaandclinic.com.au