How to Make Sure Your Beauty Franchise Delivers a Low-touch Journey Across Your Enterprise
By Denise Prichard
Due to the current COVID-19 landscape, beauty brands need to revamp the way they run their business to help keep their community and their staff safe and healthy. Whether your franchisees are on the brink of reopening or currently operating under capacity constraints, franchises all over the world have been forced to make changes to adjust to this new normal.
Since beauty franchises widely depend on delivering services that require a hands-on approach, your franchisees may be wondering how they can offer their usual services while still keeping everyone healthy. Even though cleanliness and safety have always been a priority across your beauty enterprise, now is the time to not only stay informed on the regulations put in place in your area, but to also take advantage of the low-touch features your salon software or spa software provides.
Here’s how to make sure your franchise is delivering a low-touch journey across your enterprise.
Communication is key
Depending on which city, state, or country you operate in, your franchisees are facing different safety guidelines than they are normally used to. One of the best ways you can offer support to your franchisees is by opening the lines of communication and being available to go over safety protocols at any given time. As a franchise organization, you’re in a unique and favorable situation because you can leverage best practices and idea sharing across all your locations. The key is to make sure everyone is on the same page when it comes to best safety and operational practices. Be sure you are regularly checking in with your regional managers or franchisees to ensure that they have the support they need and that the experience across your brand remains as consistent as possible.
Offer a seamless, low-touch experience across all your locations
As franchises are reopening or operating in this new landscape, the need to reduce risk is especially crucial. Just as your customers have come to expect the same stellar service at each of your locations, you want them to know they can expect to be safe at any location now. Your franchisees need spa or salon software that helps minimizes physical contact across your entire brand.
Your franchisees can minimize contact, protecting the health and safety of both their clients and their team. Together, Booker and Messenger[ai] by Mindbody can help your franchisees create a seamless journey for clients from the moment they book, minimizing contact all along the way.
Here’s how Booker and Messenger[ai] help franchises do just that:
This is where your clients’ low-touch journey with your brand starts. Your franchisees can empower clients to book online through their website, the Mindbody app or Mindbody.io, or their branded mobile app. Franchisees can take advantage of Mindbody’s AI receptionist, Messenger[ai], to turn missed calls into appointments.
If a client needs to fill out any waivers or forms before their service, Booker can prompt them to fill them out before they arrive, eliminating any need for shared tablets or clipboards when they arrive.
With only so many people allowed in a beauty business at once, your franchisees need to be thoughtful about who’s coming to their establishment and when. In the new normal, nixing the waiting room is a must to help keep everyone safe. With virtual check-ins, a franchise’s clients can simply text when they are approaching the establishment. From there, the software automatically checks in the client and automatically notifies the staff member assigned to the service of the client’s arrival. Right from the schedule, staff can send the client with an automated SMS message asking them to come in.
Additional opportunity to upsell with the business app
Retail is a vital revenue stream for your franchisees and brand. Make it easier for service providers to upsell. With the business app, staff can see what clients have purchased in the past and suggest products clients are sure to love. There‘s no need for clients to make another stop at the front desk—minimizing physical touchpoints and giving clients superior service. Even better—after staff use their personal devices to add retail purchases, they can check clients out on the spot, letting them float on out after their appointment.
Reducing contact before and during the appointment is only half the battle—your franchise owners need to streamline the checkout process as well. With Booker, clients are required to provide a form of payment when they book at the franchise, making contactless checkout a snap.
Your beauty franchise’s software should make rebooking as simple—and safe—as possible. With the business app, a service provider can rebook clients the moment the service is over. Franchisees not able to rebook a client before they’re out the door? Messenger[ai] automatically follows up with clients 30 minutes after the appointment to encourage them to set up another appointment with a customized, on-brand text message.
These last few months have posed quite a challenge for all beauty franchises. With a low-touch experience across all locations, though, your brand can protect clients and staff and offer exceptional service. If you’re looking for more tips to help set your beauty franchise up for success amidst the coronavirus pandemic, be sure to check out our COVID-19 Survival Guide.