I’m a firm believer in attitude playing a big part in the success or downfall of your business, whatever industry you are in. Winston Churchill once said “Attitude is a little thing that makes a big difference” and when it comes to Inner Circle member Heidi Morton of Bodyscape in Wellington, NZ, her positive, massive action taking attitude has made a world of difference to her business.
Heidi joined the Inner Circle program in the midst of a global recession (July 2009), but this didn’t stop her from growing her salon by over 40% and being so busy that she had to move to a new premises that was double the size of her previous spa!
Here’s an email I got from Heidi just yesterday….
“After a full year of being involved in Worldwide Salon Marketing the results for our business speak for themselves. Whilst I had a good grasp of business and marketing options prior to becoming involved, Chris, Rachael and the team certainly made sure that I didn’t forget how important it is to ensure MASSIVE ACTION means MASSIVE RESULTS. I am now a firm believer in all wheels of the spoke.
Just over a year ago I had a profitable business that was making ends meet but certainly not a retirement plan. Being a busy Mum and a non beautician partner in the business I often neglected the marketing aspect of our business, focusing too much on the numbers at the other end. We had no trouble attracting and keeping clients but I knew we could do better, a lot better.
12 months later we have a brand new spa on Lambton Quay in Wellington, double the size of our previous spa, all paid for out of the increased turnover in our business. I would not have the courage to do this if I didn’t know of all the tools we could use that could generate us money.
We try everything and anything that WSM throws our way or we think can think of. Our Queen of Referrals competition run during 2010 (a version of the Queen of Referral program, but our Queens are competing for $1,000 of prizes by referring the most new clients and the most spend) has so far bought in over 200 new clients in 8 months whose first visits have spent over $10,000 let alone what they have spent after that. This doesn’t count referrals outside the Queens competition we run.
We have a monthly package deal that normally sells over 30 packages a month with add ons not discounts! We regularly do the Wellington Women’s package (our version of Hollywood women’s ? yes I like to put my own touch on everything!) and bring in 20 or so new clients when we do it. We sold over 100 of the packages on a voucher site when we ran it. 100 new clients in a day, $10,000 in a day – fantastic.
We put our karma cards on car window wipers outside the shop a free 30 minute service. The recipients of this love it and rave about how we have made their day. They refer their friends and we get more new clients. We use the yellow pages to advertise a package, not how pretty we look. Over the last 12 months we have had over 500 phone calls from our yellow pages ad (last year about 100). We display our packages everywhere , have a montly newsletter, weekly e-specials (always with add ons now not discounts). The only time I discount now is with our txt-a-deal days, whereby we may have a quiet day once in a while and then it is a discount to get them in the door today. Of course we don’t forget the basics, new client letters, raise the dead postcards, birthday vouchers, referral thank yous. These basics keep your current clients happy. Funny enough we recently moved from a $10 to a $20 birthday voucher and doubled the number we are getting back in the month, and a larger percentage of these back were clients we have not seen for a long time. At Christmas we wanted to up our retail sales so packaged together the retail products with free gift vouchers for treatments, this went down a treat. From December to February we always offer a deal for rebooking a free ad on service or product. We find if we can get the client 3 times monthly in a row then they won’t shop around elsewhere for a while.
Numbers wise, our turnover is up over 40% year on year, month on month. I have employed more staff and we are still growing. We have not gone backwards in over 15 months. I want to double over two years and we are on track for this to happen. Our staff love that they are more busy and have more $’s in their pay packets.
WSM is not an easy fix, it takes time and effort. I love the way it prompts me to think outside the square, I have some great ideas to implement in 2011 (2010’s move took up too much of my time!) and can’t wait to see what happens with my business.
By the way, this year I have had two overseas holidays, won another trip overseas (karma coming back to get me!), spent more quality time with my kids and have felt a lot happier about where I and the business is heading. However I never lose sight of the customer, our most important asset and whilst I know I can get new clients easily I still look after our current clients with quality, friendly service with value added services for them as well. They love it and complain to us if they are not getting enough deals or promotions like last month, which was our best ever and contained no promotions other than our monthly special as we were too busy all our rooms busy all the time. Now if only I could find some quality staff to expand!!”