Wondering how you can adapt to be your best reinvented self in this new-normal world? There are so many things the new-normal changes in the client experience – from social distancing, to disposable Styrofoam coffee cups (yeah, we’re not a fan either).
So how can you adapt to these new-normal changes – that feel a little strange right now – to continue to deliver the top-shelf experience you strive for?
Cater to new spending habits
Your clients are mostly likely sitting in two baskets right now – the out-of-iso-spending-spree basket, or holding-onto-their-pennies basket. COVID-19 shook us all to the core and there’s going to be uncertainty for quite some time.
Start an online shop!
Self-isolating will continue to be a big thing – at lest until a vaccine is found. Online shopping is going to be bigger and better than ever! So if you don’t already have an online shop, why not consider creating one? You can sell all of your retail and gifts straight from your site, giving your clients an even easier way to spend their money with you. Check out Shortcuts’ Shopify integration to get started with your very own online shop today!
Diversify your offering
While some clients are reveling in the opportunity to support their favourite businesses and jumping back into their maintenance (nails, locks, laser – you name it!), others may feel differently. They may have lost their job due to the pandemic, hold fears of a recession, or even a second wave. All are valid reasons for holding onto their cash!
To help cater to both baskets, diversify your offering with services that with tickle both their fancies. Maybe the penny-holder would be open to services that require less maintenance, like a balayage. Or the forward planners might like a gift card that they can purchase upfront but spend later when they have less cash to splash.
Start a Rewards Club program
And maybe the 💸 big-spenders 💸 are happy to splurge on that new treatment and sign up to your Rewards Club program to support you. If you haven’t heard, Rewards Club is a little-known feature already in your Shortcuts system that will help your business make sales when you need a revenue injection most.
Rewards Club is essentially a spend and save program for the client that guarantees you immediate revenue, with additional value for a loyal customer that won’t cost you an arm and a leg.
It enables you to set a variety of upfront payment level tiers such as $250, $500, or $1000 packages for example. Each package will gain the customer a certain amount of points determined by you – for example, 2 points for every $1 of the package.
Essentially, your loyal client pays a set amount upfront but can redeem the points they earned from that purchase on double the value of what they paid for (on services only – not products.) The points can be redeemed over a timeframe of your choice, like 12 months or until the points run out – whichever comes first!
Add personal flair to digital touchpoints
In the age of social distancing and increasing online interactions (regardless of what restriction level you’re currently experiencing), adding personal flair to any digital touchpoints is a must!
Online Gift Cards are going to be essential for your business. Clients won’t want to wait until their next appointment to pick up a gift card for a loved one. And quick outings, like popping into the salon to pick up a gift card or retail, will be less common in the new-normal as the world moves online.
Online Gift Cards makes this process so much easier, since all your client needs to do is visit your website, click the Online Gift Card tab, and purchase away! The gift card is then sent to the gift recipient in an email with a personalised message from the gift giver. Gift giving has seriously never been easier.
Personalised marketing was already a big deal before COVID – now it’s going to be bigger than ever! Make sure you include a clients first name in any of your automated or once off email or SMS campaigns. This is super easy to do using the first name field in Shortcuts Marketing when you’re creating your campaigns.
A better payment experience
Part of the new-normal will be reducing unnecessary hot-spots of clients in the salon – like a queue at your front desk. Heck, you didn’t want that in the first place!
Touchless payments will become a way of the future – moving more towards an Uber-like experience. No cards, no cash – just a super-easy transaction 💅. And it starts with Upfront Payments.
When a client books their appointment via the online booking button on your website, they can select to pay for their appointment upfront if you have this set-up in your Shortcuts system. Not only will this reduce no-shows, but it will create a more seamless experience for your guest.
When their appointment comes to an end, all they have to do is hop up, thank you, and leave. But not until they’ve rebooked of course 😉