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Maximizing Productivity
at Your Business Millennium Systems International
Hello!Meet Irena Mena.Irena Mena is the Learning Manager at Millennium Systems International, an innovative educator who seeks to make the entire industry more knowledgeable. Irena has been with Millennium for 5 years. She has a degree in Secondary Education with additional certifications in Instructional Design, Technical Writing, and Public Speaking.
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What is productivity? What does it mean to you? Send your responses via question box.
Productivity: The measurement of how busy service providers are during scheduled business hours.
Productivity: Ideally, a business should be shooting for 75-80% productivity. Anything over 80% is counterproductive for service providers.
What factors influence productivity?
Heavily influenced by all of the growth indicators.
New Clients
The Six Growth Indicators (KPIs)
New Client
Retention
Repeat Client
RetentionAverage Ticket
Frequency of Visit
Productivity
Step One Run the RIGHT Reports
Step One The MA200: Growth Indicators Analysis
Step One The MA060: Employee Productivity
Step One The FDP00: Front Desk Productivity
Step TwoMake Changes for the Future
Up-selling is a sales technique whereby the seller encourages the customer to purchase a higher ticket item/upgrade instead of the requested service.
Example: 60 Minute Massage to 90 Minute Massage
Tip One Implement Up-sell
Tip One Implement Up-sell
“Irena is available for a 60-minute massage. However, we do have
availability for a 90-minute massage, which includes a longer focus on your
neck and shoulders, and a detox mask. I would be happy to enhance your
massage today.
Tip OneImplement Up-sell
Cross-selling is a sales technique whereby the seller encourages the customer to purchase an additional service in addition to the requested service.
Example: Manicure + Pedicure (same department)Massage + Facial (different department)
Tip Two Implement Cross-sell
Tip Two Implement Cross-sell
“Okay Jen, you are all set with your manicure at 2 PM. We are offering 15% off of our pedicure services, if you have
extra time. I would be happy to book you for a pedicure right after your
manicure.”
Tip TwoImplement Cross-sell
• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the
chair.• Reward ($$$) your clients. • This is a group effort!
Tip Three Focus on Pre-Booking
Tip ThreeFocus on Pre-Booking
“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first
week of January. Did you prefer the same time or earlier? Remember you
earn 1000 points with your loyalty program!”
Tip ThreeFocus on Pre-Booking
Tip FourIncrease Your New Client Statistics
• Ask for referrals• Be active on social media• Pay attention to online reviews• Communicate with potential clients
“Susan, you’ve been my client for a while now and you mentioned you
love my work. Do you know any other people who would like my haircutting
services?”
Tip FourIncrease Your New Client Statistics
Tip FourIncrease Your New Client Statistics
Tip FiveIncrease Productivity Through Marketing
• Market your underproductive departments• Market slow “dead” times
Tip FiveIncrease Productivity Through Marketing
Overproductive Service Providers
What should I be doing? • PRICE INCREASE! • Introduce tiered pricing. • Retain clients by pushing them towards lower
tiers.• Remember: it is all in the delivery.
Lets create an action plan. What is your next step?
Milestone Actions Target Date
Discuss the Growth Indicators with Staff
Show them the growth indicators, what they do, and how they play a part.
Research Where You Currently Stand
Run the MA200 for the business and each
service provider. Take a look at your new client
retention.Set a Goal Set a SMART goal and
place inside of your software.
Follow-Through Check in periodically to see where your team
stands with goals.
