Booking an appointment is the first step in a client’s journey, so it’s important that it’s just as amazing as every other part of their client experience. Here we show you how to create the best online booking experience in seven easy steps, writes Isabella Castle.
Online booking is a popular way to book, so your online booking site needs to be easy to understand, up to date, and have all the correct information they need to make an appointment with you. We’ve outlined the seven simple steps to make sure every client has a flawless experience!
1. DECIDE WHICH SERVICES WILL BE AVAILABLE TO BOOK ONLINE
It’s best not to include every service—it can seem like the best option, but a long list of services can be overwhelming for clients. A good way to decide what ones to remove is to consider if they’re too complicated. If they’re best left to be upsold during a consultation or an appointment so you can explain the benefits and the process in person, remove them from your online booking site and consider adding a free consultation instead.
Help make the decision making process for your clients even simpler by creating a list of your most popular services. Some salon software will even generate the list for you, meaning you don’t have to spend time updating it yourself!
2. CREATE EASILY BOOKABLE PACKAGES
Creating packages gives your client an idea of common service combinations, plus it can encourage them to book in for more than they were originally planning to. For example, your client might just be looking for an eyebrow tint and shape. However, if they notice that you have an “eye trio” which includes an eyelash tint, then their spend increases and they try something new, which could grow the range of services they book in the future.
3. MAKE SURE PRICING IS CORRECT AND UP TO DATE
This ensures there are no surprises when it comes to paying, and is especially important if you require a deposit or full payment to confirm a booking online. Certain services may have different prices depending on which staff member is completing the service, so make sure that you have any special pricing set up on your online booking site and that you update it when you need to.
4. NAME YOUR SERVICES CLEARLY
Both new and current clients will visit your online booking page to see what you have on offer, so make sure you’re clearly naming everything! If you’re using a name like “Profhilo”, you might want to change it to something that explains what it is, like “Profhilo – skin elasticity treatment”. If clients know what the service is, they’re more likely to be interested in it, plus it prevents any confusion when making a booking and makes them more likely to choose the right service.
5. PROVIDE DETAILED DESCRIPTIONS OF SERVICES
Give your clients a good understanding of what you offer by clearly describing the service in the description field. Include details like how it benefits them, what they should expect, and how long the service is. Details like this help new clients navigate your services and make it easier for clients to try something new without having to call for more information.
6. SET YOUR STAFF’S CAPABILITIES
Reduce any changes you have to make post booking by making sure your staff details are all correct, from their name, to their capabilities and their speed. A clear name will make sure clients who have a favoured staff member will easily know who to choose when they book, and won’t be confused by a nickname.
Your salon software should allow you to set staff capabilities and variable speeds so that you don’t end up with staff being booked for services they aren’t trained to perform, or for a time period they’re not experienced enough to perform it in.
7. ALWAYS UPDATE STAFF AVAILABILITY IN YOUR APPOINTMENT BOOK
Further reduce any changes you have to make post booking by updating your staff availability in your appointment book! Rescheduling appointments takes time out of your day and can be
a hassle for your client. Always indicate in your appointment book when staff are away, even if it’s a last minute change.
These small changes to your online booking site can make a huge difference to your clients. If the process is easy from start to finish, and there are minimal issues, you’re starting your client’s journey off in the best way possible, and setting them up for a great experience overall.
Isabella Castle is a marketer at Kitomba Salon and Spa Software. To learn more about how Kitomba can help you, visit www.kitomba.com or call 1800 161 101.