Booksy University Migration

1. What is migration? Hint: It isn’t this...

Identifying the customers Establishing mutual understanding Steps for migration An ongoing process Identifying the customers Establishing mutual understanding Providing the tools for success Monitoring progress

What are we dealing with during migration? Why we see red... ...

Identifying the customers Who needs our help most?

Identifying customers = identifying expectations Objections to the product are really unmet expectations I expect easy usability (or at least instruction). I expect results from downloading alone. I expect features and settings which meet all specialized needs of my business. I expect people to use my current booking system without having to advertise it. I expect functionality beyond scheduling management (POS, lead generation, etc.) I expect it to always work without glitches. I expect an advanced system and excellent customer service at no cost to me. Customers will likely have at least one of these expectations. However, what they often won’t do is communicate these expectations to you without prompting.

Methods for identifying customers How do we find problem areas? BOOKINGS! Is anyone using the app to book? Who? (RYG) Profile: Have they bothered to set up? How much have they done? Activity: Are they logging in regularly? Reading our messages? (IC) Marketing materials and tools: Have they gotten welcome materials? Are they using them? (check social media for subdomains and digital flyers) Payments: Was the last payment settled? Are they paying on time, regularly? The fastest way to find a problem area is through RYG. From there, you can use the other factors to get an idea of what might be causing the problem. THIS SHOULD BE DONE REGULARLY.

The training session: your attitude Making the most of your time with the customer When meeting with a customer, you should be Considerate: our customers are busy service providers, and their time is valuable… take this into account when training them. Empathetic: try to get a feel for the situation and understand their point of view. This will help you frame the information in a way that is most useful for them. Patient and Flexible: Some people need help to make Booksy “click” for them. Others may want to talk to you longer. Do your best to work with them as long as they need you (and exit gracefully when you can’t stay). Clear: Not only will they appreciate you breaking down information in comprehensible chunks, it will make your training session more efficient (and shorter!). Engaging: Ask questions! Elicit feedback! Get them involved in the process. No one learns anything when they’re bored. ;)

Migration: Mutual Understanding During the training session: We need to help them articulate their needs and expectations…. ...and make sure they understand the functionality of Booksy

What the customer may need Motivating the customer Basic technical assistance (setup, data transfer, etc.) Personalized modifications to make Booksy work for their business Help convincing their clients to use the app to book appointments Advertising to build a larger clientele Consulting / best practice sharing I want...

Your toolbox The resources to help them reach their goals

Training sessions: The heart of the migration process Your training tools breakdown The essentials for your training session: ORGANIZED, systematic profile setup instruction, customized to help their business (take the Booksy checklist to help you out). The Booksy marketing materials, which you will explain to the business and help them set up while you’re there. A discussion about exactly what they hope to gain from using Booksy, so that they have acknowledged (and realistic) goals. Advice on how to reach as many of their goals as possible using Booksy. This with the last step can get them energized to use the app, and avoid disappointment. Knowledge of the product as a whole. You need to know a lot about the product, or where to find the answer. It is YOUR job to find the answer, and YOUR job to make sure they get it. Don’t make the help button do your work.

You’ve gone through most of the checklist. Identified customers, established understanding, provided tools...

Continued checkups You’re not done yet! Getting them started is one thing… but we also have to help them maintain their account. Once they’ve decided they no longer want to use it, it’s usually too late. RYG: The biggest indicator- sudden drops in (either) bookings is a huge red flag. If you notice this, check 2-4. Profile: you helped with setup- did they continue to develop this? Activity: Do you notice an increase in activity after you meet with them? A sudden drop at any point? Do they suddenly stop logging in? Social media: Do they still have Booksy materials posted? What to do when the numbers drop: Preemptive strike! Call them before they call you. Figure out the obstacle and find a way to address it (on the phone or in person). You may need to retrain them, highlighting the areas where they are struggling.

Keeping the business engaged Calls at different stages Some potentially useful questions during a check up call Have you received {resource}? Have you tried it, and is it working for you? How has your experience with Booksy so far? How was the training? Did you find that it helped you? (Give feedback sheet to business.) We just wanted to see how everything is going with your business right now. (especially important for sudden changes in activity) I’ve noticed {remarkable aspect about their activity/bookings} . Is there any way that I can be of assistance?

5. How does the process look like? Training step by step Training Checklist is a document that is supposed to help you make sure you cover most important points of the training You will find very useful especially in the initial stages of the onboarding You can bring the checklist to a training with you THANK YOU You can find a ready-to-download Training Checklist here