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Take Your Salon OVER THE TOP with Proper Rebooking Procedures!

by Heather Bagby

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It’s important that we take some time to think about our word choices! Intelligent verbiage is paramount when it comes to successful outcomes.

For example, let’s talk about the use of “rebook.” Rebook is a backstage word. It is a term we use in coaching and in our offices; however, it is not a term we should use on-stage.

On-stage our guests should be spoken to in an intelligent manner, a manner that makes them want to reserve before they leave the salon. Have you ever witnessed a talented stylist sabotage their own rebook? It happens when a stylist says to their guest, “would you like to rebook or did you just want to call?”

You know what I am talking about! I am sure you have either said those words yourself, or have observed this behavior.  Speaking to a guest about their next visit should be part of every service. Let’s stick to what they care about…..their own hair!  Simply explaining that every service has an expiration date can turn a non-rebooker into a guest that always secures a future reservation!

A few simple tips:

  • Future Reservation – use verbiage that the guest understands!
  • Expiration Date – let your guest know the time frame that the service will expire and require your professional attention.
  • Be Specific – if you are going to speak in weeks…. please be specific. If you are still using a range like 4-6 weeks when recommending a future reservation, you are only telling your guests that it doesn’t matter when they return. Just be specific. If it is 3 weeks, tell them 3 weeks and also let your guests know exactly what month and week that falls on.
  • Consultation – plant seeds by talking to your guests about what you are planning for them during their current visit and the next two visits as well. Take charge in a gracious way!

If you are coaching other stylists, you’ll want to use our Over The Top textbook to enhance your coaching sessions. We’ve provided some script starters and tips to help you and your staff get on the right path to rebooking success.

If you already own a copy of Over The Top check out pages 40, 110, 167-173, and 180 for beautiful insights and follow-thru exercises!