Maximizing Productivity at Your Business

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.

Any Questions? For questions about today’s presentation: education@millenniumsi.com