Price Quoting
The way you handle a price query, whether on the phone or face-to-face, is vitally important to the success of the salon.
Let me explain.
When a prospective client is looking for a new salon to patronise, usually they will ask “How much is…..?”
What they are really wanting to find out though is less about price and more about “How experienced are your team, how will I be treated as a client, how important to you am I, will I receive value for money if I choose you?” But they rarely, if ever, directly ask for this information, but this is the information you must give them!
What is the difference between price and value? It is the perceived level of service that is provided when supplying a product, the product in this case being any service we offer.
So to a client a $60 facial might be too expensive, whereas a $125 facial might represent GREAT value. HOW? If the client perceives that she’s getting $150 worth of value for $125 it’s a bargain, but a rushed and shoddy unprofessional experience for $60 is poor value.
Keep in mind that your prospective new client is probably sitting at home with the Yellow Pages out calling a number of salons to ‘check them out’.
How you handle the call will determine if she chooses you or you lose her to someone who does it better. Your paramount aim is to make an appointment, not to provide a price and hope that you’ll hear back from her. You are not just giving information you are also inviting the client to make the appointment.
You should also bear in mind that the prospect maybe calling as a result of an ad or promotion that has cost the salon a significant amount of money. How you handle the call can determine whether this has been a worthwhile investment or a waste of marketing dollars.
And finally in considering the importance of this call, think about this.
In coming in to the salon let’s assume the client has a facial and a massage and perhaps an eyebrow wax and lash tint. This would amount to roughly $245. If she visits in a 6-week cycle that adds up to $2107 in a year.
She may also purchase a number of products each time. Add to that the occasional indulgence in pedicures and manicures or other beauty services throughout the year and that can add another $1000. So all up she’ll spend $3107 in one year and statistically if she’s happy we’ll have her as a client for 3 years.
The phone call is now worth $9321! If you knew that would you give her the time and attention she deserved? ABSOLUTELY.
But there’s more…
Because if we make her a happy client she’ll refer other business to us. If she refers another 3 and they bring a similar value to the salon then her call is now worth $27,963.
So even if you are busy and anxious to return to a client or not feeling your best or whatever, then don’t settle for the easy option of handing out a price and have her say “Thanks I’ll call you back”, and pass on $27,963 to another salon.
Pause, put a smile on your face and take the time to answer her price query about a beauty services with this:
We have a number of facials we can offer our clients and the price is either $XX, $XXX, or $XXXX depending on which facial you choose. The price includes a thorough consultation so that we can really understand your wants and needs. All our facials include a hand and foot message. Depending on the facial you choose, you will need to allow between 1 and 2 hours.
When would you like me to arrange an appointment for you?
How does this convey value compared to:
We charge $60
Not much comparison really is there?
So all team members need to learn this method and use it consistently, whether answering a face-to-face enquiry or on the phone.
Confidentiality of salon records
Confidentiality is a matter of trust, and a breach of that trust will be regarded in the most serious light.
As an employee of XXX Salon you will have access to or be privy to confidential information. This includes knowledge of salon takings and expenditure, planned promotions, general business matters, access to client records, access to salon intellectual property, overheard conversations and personal client matters. It is absolutely vital that clients know that whatever passes between them and our team remain in the strictest confidence and is not repeated to anyone for any reason.
Details in regard to the salon’s business such as turnover, planned promotions or any other similar information must remain confidential and not be transmitted to any other person.
Client records are not to be copied or in any form removed from the salon. Taking of client records will be treated as stealing, and appropriate legal action will be instituted.
This manual and all other manuals, forms and books that are the property of the salon form part of the intellectual property of the salon and as such must not be copied or taken out of the salon without my permission.
Price Changing/Discounts
Unless otherwise agreed by management in each individual case, the correct price as per our price list is to be charged. Other than the circumstances set out under ‘Team Purchases And Family Discounts’ above, discounts, other than those offered in writing for specific promotions, are to be authorised by management.
Undercharging for services or retail products may render you liable for the difference.
Team Purchases & Family Discounts
I offer our team members the opportunity to purchase products for their personal use at cost plus 10%. Products must be paid for before they leave the salon.
As a benefit to you as a team member you may nominate at any one time 5 people to be your family and friends. These people can enjoy 15% discount off the RRP on product purchases. All products must be paid for before leaving the salon. They can also enjoy 20% off in-salon treatments. All treatments must be done during non-peak times which are between Monday – Friday 9.00am to 3.00pm |
There is only one reason that every salon does not have one.
We will assist you along the way to make sure that you get this valuable resource exactly right.