Booksy FAQs

My understanding is X is important to you and perhaps you don't know if or how this is a part of our system, is that correct?

Well, it happens that BooksyDOES have this feature! I would be happy to show you how you can easily dothis with our service.

[go to FAQs, processes/procedures, or tech for more information about existing feature problems/setup.]

Key words for commonly requested existing features/functionalities: multibooking, recurring, SMS, text, email, push notifications, calendar integration, client data import and export, promotional materials, links, widget, reminder

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I understand that you feel Booksy is not well known.Would you mind clarifying whether you mean businesses or clients?

[for businesses]

Booksy is in fact a well-known and well-respected scheduling app for the health and beauty sector worldwide. We are currently working with about 50,000 businesses in over 140 countries. There is a reason for this: Booksy works, and it works well. Not only that, but we maintain a close relationship with the health and beauty industry, and work to help our businesses in various aspects of their business.

[for clients]

It is possible that your clients do not know about Booksy, but that doesn't mean the needfor such aservice is not there. If I could show you we help you get your clients using Booksy, would you be interested?

I understand that you're still trying develop your clientele.If I could show you a cost-effective way of buildingbusiness, would you be interested?

[pause for answer]

With Booksy, we will help promote you in a range of ways.

1.) All Booksy businesses have their own profile page where they can showcase their work to a broader audience.

2.) On this page, your clients that use Booksy can write public reviews of the service they received. These reviews are all authenticated, reassuring future clients.

3.) We have scheduling widgets for people who are drawn to your facebook page or webpage.

4.) We often feature work of great stylists on our instagram and facebook page as well.

5.) Booksy will also provide you with a free welcome kit to get you started and help you build your business. This includes a customized digital flyer as well as physical materials for customers in the shop.

6.) Once they're in the chair, you can help them with the app- and favorite your page for them! This is a great way of converting new clients into regulars.

Unless you have an alternative plan for growth, now is the best time to invest into your business. With Booksy, you not only save time from not having to schedule appointments- you save money on promotional materials. All of this can be used to build your business.

Here is the procedure that should be followed when an employee leaves the company:

Send an email with title URGENT! to [email protected] and [email protected] CC [email protected]

Double check to make sure following accountsare closed/blocked/deleted

email address

Zendesk

Facebook group for Booksy International

Facebook group for local sales team

intercom

Admin

Onesky app (CM)

Deactivate any social media (instagam, facebook, twitter) usingtheBooksy name or made for company use.

Make sure that the person's contact information isthen moved to the Ex-Employer Folder

Make sure that documents concerning legal aspects are in the HR folder for your country e.g. notice, pdf of email with resignation.

Make sure all Booksy property used by the employee (e.g. computers) as well asmaterials managed by the employeeare returned to CM/ Local HR person.

The password for this video is BooksyHC

The password for these videos is BooksyHC

The password for these videos is BooksyHC

The password for these videos is BooksyHC

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The password for these videos is BooksyHC

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The password for these videos is BooksyHC

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The password for these videos is BooksyHC

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The password for these videos is BooksyHC

Part one:

Here are the videos for the second lesson. After the videos, you can try the activity at the bottom of the page.

The password for these videos is BooksyHC

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So you've never heard of Booksy at all, is this correct?

To put it in a sentence, Booksy is a mobile app-based scheduling service which grants you full control of your schedule while allowing your clients to book with you 24/7.

Is this something you would be interested in hearing more about?

[basically same answer whether they say yes or no]

Great!/That's fine, I understand. Would you mind telling mehow you currently manage your appointments?

[take good notes to shape your response]

Ok, and just out of curiosity, what aspects of your current scheduling modelwould you like to improve?

[use this to formulate your response]

Booksy is more than just a calendar, it is a service that provides _____________. This model works:we have businesses in the largest cities and smallest towns worldwide who have found greater success in their business using Booksy.

You are interested in something like Booksy, but once it's used by your community, is this correct?

If I can show you how registering with Booksy now rather than later puts you ahead of the curve and has cumulative benefits over time, would you consider signing up now?

This may seem rather new for the health and beauty sector, but this is a needed service that is generally practiced from bill payments to food orders. Each generation becomes increasingly more digital, and online services will become an expected practice. Furthermore, most people are working or busy during business hours- our research shows that over 50% of our client bookings are done after business hours. The demand for digital booking is there, and we havehave found a way to meet this demand with great success in some of the largest cities and smallest towns worldwide.

So why should your neighbors' practices dictate the needs of your business? Do you really think it is better to play catchup afteryour competitors start offering this service to their clients? You have an opportunity to set yourself apart and do what is best for your business.

Not only does Booksy make you a more accommodating business well before your competitors, its true purpose is to provide you a time-saving system and on-call assistance and training. This lets you provide superior personal service to your clients.

I understand that you actually don't want to book appointments, and prefer to cater to your walk-ins. Do you mind if I ask you a few questions about your day?

I am guessing you want a certain amount of freedom in your schedule: when you're open, you take clients, and you aren't bound by an appointment book. Is this correct?

[if yes, continue on... if no, target your answers to their needs- such as client conversion or too busy]

Does this mean that you are unsure what your day may look like?

When do you have time to eat lunch or for breaks?

How do you communicate to your clients your schedule?

Do you have regulars? Do they get any priority in your shop/salon?

What if I told you that it was possible towork with your walk-ins, have the freedom of a walk-in barber, and have more control of your day-to-day schedule... would you be interested?

You may primarily take walk-ins, butyou also have regulars.Loyalty to those regulars is an important part of maintaining your business. By using Booksy, you can make sure your regulars are taken care of first, and still have time for walk-ins.

If you truly hate taking appointments- why not have a system do it for you?

With Booksy, you can avoid phone calls immediately if you want. Either they schedule electronically, or they walk in. Someone wants to book? Make the only times available the days where walk-ins are less likely. You can always reserve the busiest times for walk-ins if this is what you want, while still taking care of people who want to plan further in advance.

Don't want that appointment? Hit cancel, and they get a notification you're not available then- no conversation. Need to reschedule? Same story.

here you will find materials used during sales training

General Training Presentation for Sales People (in English)

( SalesTraining v 3 )

Materials for Country Managers are in Country Manager Knowledge Base> Coaching and Trainings > Making of local Sales Training

UK: 11.03

(to publish link inform your Global Venture Manager)

BR: XXX.03

[if you get this objection, show sufficient empathy and take into account exactly what is going on with their business. If it's temporary, that is one thing, and we may be able to help out. If they are constantly struggling, it isn't good for them or us to force a subscription on them]

I understand that your concerned about your current financialsituation. Obviously, as a service intended to help businesses, we want to make sure that you will be able to make ends meet and that you and your business are ok. Price aside, are you happy with the features we offer?

[If yes, continue. If no, handle other objections first. ]

What if I could show you how we could work with you to actually help you financially, would you be interested?

Points to discuss:

- Onboarding materials: digital flyer, welcome box materials, voicemail message, and widgets to get their clients using it = promotion & more time for appts.and $$

- Bookings after biz hours: over 50% worldwide/55% in US.can't afford to lose business.

- Prevent no shows w\ 24 hr. reminders:one less no show = app paid for.

Solutions in the Americas (where finances may be the real objection): Based on the financial situation, extension of the free trial, offer a promotional rate, and explain the referral program (that we offer cash rewards for referrals they provide who pay for a subscription).

Please remember, we are always here to help-our customer service team is always happy to work with you to handle any issues that may arise. Just call us or message us, and we will work out a solution together.

I understand your business is based on walk-ins, is this correct? Do you have any problems with organization or slow moments with this setup?

If I could show you how Booksy could work with your current system while strengthening your service, would you be interested?

While you may primarily take walk-ins, you will also have some regulars. Loyalty to those regulars is an important part of maintaining your business. By using Booksy, you can make sure your regulars are taken care of first, and still have time for walk-ins.

Booksy is also good for filling up your slow days where walk-ins are less likely, and you can set aside "walk-in hours" during busy times (e.g. Friday and Saturday).

With Booksy, you have more security, a more organized system, and a better infrastructure for your clients.

How do I make walk-ins regulars?

One great way of building your clientele is by taking current walk-ins and showing them the Booksy appwhile they are in the chair.Don't force it, but if they like it, you can favorite your page on their phone, or create a recurring appointment for them on your phone if they often come in. That way, they still don't have to do any work, and you have more bookings and client information in your system.

I understand that you are interested in X, correct?How important is this feature for your business?

[wait for answer to create a response]

At Booksy, we are constantly developing our product to provide the best service to our businesses. While we do not currently have this feature, I really do appreciate your feedback. I will be sure that this is reported to our tech team so that your request is properly addressed.

In the meanwhile, would you like me to tell you/show you how you can make the most of the features we do have? /

(if possible): What if I could show you what to work around this without X feature using Booksy. Would you be interested?

I understandthat X is a very important feature for you.

We realize how useful such a feature would be, and that is why we are in the middle of developing thisfor a future update. One of the great aspects of Booksy is that we are constantly developing our app, so that we offer the best service possible.

I would be happy to let you know when this feature will be ready so that you can be sure to install the latest version.

[Do NOTgive specific dates for an upcoming feature that is only in development! You can only mention it will be released in the next upgrade IFyou've been given the okay to do so.]

Key words for upcoming features: POS, deposits, old calendar views,

I understand that you have a great deal of expenses already, and are concerned about adding additional expenses to your business. What kinds of extra expenses do you currently pay for?

[*****listen carefully, we may cover some of their existing expenses, so highlight how we could reduce their current costs ******]

What if I were to show you how this can be used to save your business money, would you be interested in such an investment?

1.) Investment: time=money.

2.) Virtual receptionist- 24/7 (over 50% of bookings worldwide, 55% in US, are done after hours)

3.)500 free SMS system, SMS blasts, emails and push notifications- save time, prevent no-shows, and promote your business.

If even ONE person is drawn in by a promotion, books after business hours, or shows up because of a reminder- your app has paid for itself. All while making your job easier.

Ok, I understand that you would like to incorporate your information from google calendar.

If I can show you how Booksy interactswith google calendar/iCal, would you be interested?

First of all, we can import all of your information from google calendar into Booksy using a simple excel spreadsheet.

While it does export to google calendar or ical, but it will not automatically sync information placed into google calendar. So it will take your appointments but does not handle modifications (cancellations and reschedulings).

But honestly, you don't NEED it if you have Booksy.

If I have heard you right, you want to be able toaccess your customer database via Booksy, correct?

If I told you how we can importyour customer information for you, would you be interested in our service?

While Booksy may not have compatibility with all other programs, if you can export your data as an excel file, we can integrate it into your Booksy account for you.

I understand that you wantto keep your phone available for calls, and you don't wantBooksy toconflict with this, correct? How do you typically handle your appointments?

[listen to answer for a more thorough response]

What if I could show you how to avoid this problem entirely, would you be interested?

The idea of Booksy is to keep your phone lines free. If you are constantly getting calls for appointments, imagine how many other callers you are missing while you're talking on the phone.

If clients still aren't usingBooksy:

Do you use a computer at work? If I could tell you how to use Booksy and keep your phone line free, would you be interested?

Booksy gives you several easy options to schedule your appointments. As long as you have a device with internet access, you can use Booksy.

[for older clientele/range of ages/difficult clients- seeOnboarding for more help. For people who love to talk on the phone- see Context]

If I understood you correctly, you are worried that your clients can see your appointment book, correct? What if I assured you that your calendar is completely private?

There are two different interfaces- one for you, and one for your clients. All your clients can see is when you and your staff are free to book specific services. Any other appointments or time you take off is simply unavailable to them; it does not show why.

I understand that you are concerned about losing your internet connection with Booksy, correct?

May I ask what would happenif your book was lost or damaged?

With Booksy, there is always a way to access the information because any device can be used with Booksy. It is very unlikely that all phones will lose internet connection at once. What would you do if your power was out, or your phone lines are down?

If you don't have electricity, you can't work. However, people outside your business can keep booking as everything is still running.

If I understand correctly, you believe that your customers would be reluctant to use Booksy or won't like the service. What is itabout Booksy/your clients that causes this concern?

[use answer for response]

Because there are so many ways to schedule appointments using Booksy, you might be surprised to see how much both you and your clients enjoy the service. You are also becoming a more accommodating business by offering your clients more options.

If I can show you how this service benefits both you and your clients, would you be interested?

Selling points:

-can schedule appointments when the business is busy/unavailable- e.g. after hours. (over 50% worldwide and 55% in US use Booksy after business hours)

-Multiple ways to use it: website/phone/widgets

I understand that you are worried about the challenges your clients may have using Booksy. Could you provide me with examples of what you are concerned about?

[wait for answer to create a response]

What if I could suggest some proven methods to help convince your clients to use Booksy?

.....

Createa client Booksy account to familiarize yourself with the user side. Not only will you see just how easy it is to use, but you can also show your clients the process from your phone as you book their next appointment.

We will also provide your business with startup materials that will help get your employees and clients on board.

Also, when you get a client in the chair, you can ask to see their phone and show them how to set it up immediately. That way, Booksy is working for you, and it's easier for the client to find you in the future- you're already in their phone.

For less tech-savvy clients, we also have other ways they can book with our app- through your Booksy-biz profile and web/facebook widgets.

You are concerned about Booksy's usability, correct? Are there specific features/processesthat you feel may be a problem?

[wait for the response and handle individual concerns]

What if I could guarantee that you will receive support and training, would you feel more confident about using Booksy?

Booksy is more than just an app: is a full service which provides on-call customer support as well as free training/promotional materials to help you make the most of our product.

My understanding is that your clients would prefer to contact you directly and may be reluctant to change their habits, correct? Have you ever asked them if this is the method they prefer?

[wait for response]

If I could show you how to make the most of Booksy while addressing your clients' needs, would you be interested?

By using Booksy, your clients can still call if they choose- but they can also schedule appointments via app or computer. (We can give you the time to play with the app, invite your clients to try it, and add a voicemail message informing them of other options. Just see what happens.) You aren't forcing anyone to change their habits, but allowing your clients to decide what method works best for them. It is always a good idea to be more accommodating- especially when it can mean less work for you!

I understand that you have clients of many different ages and you need to take this into consideration. Can you tell me a bit more about your clientele?

[listen to response to personalize your answer]

What if I told you this is something we have taken into account, and have multiple solutions for- would you be interested?

While not every person is tech savvy, most people own a computer and can appreciate the convenience of making an appointment without having to make a call. As long as someone has access to the internet, they can use Booksy (Booksy Biz profile, widgets, and app).

Followup if a large number of clients are very old: "We realize you may never get 100% of your clients to use Booksy. But even if portion of your clients do, imagine the time you will save!"[if they are older and have primarily older clientele, it may not be fair to try to pitch a product that may make their lives harder]

Another angle discussed, the future of business and also catering to a younger demographic as well as an older demographic.

[realistically, if they have neither a computer nor internet, this does not make sense for them... but check if they have one.]

My understanding is that you don't have a computer/internet at all in your business, correct?

When you say that you don't have internet, does this also mean that you do not have a phone with internet access?

How are you currently managing your business?

If I can show you how to build an efficient scheduling structure which would save you time and build your business, would you be interested?

If you have a smart phone (a smart investment now) you check your bookings anywhere with any device, withouthaving to carry your physical book around.

Being able to look at your schedule any time and knowing you can never lose it.

Possibly discuss how offering wifi in the salon/shop would boost customers.

My understanding is that everything is going well for you already- that's great! If I could tell you how Booksy could help you manage your booming business, would you be interested?

If your books are filled, imagine how much easier your day would be if the books filled themselves- and you didn't have to worry about accidental scheduling conflicts or mistakes!

Here are features that Booksy provides:

- Automatic service: with Booksy, clients can book their own appointments, receive confirmations and notifications of cancellations/modifications to the schedule, and get appointment reminders 24 hours in advance- all without you having to pick up the phone.

- Ways the client can book- by phone app, through facebook/web widgets, and via the Business's Booksy profile online.

Have a lot of clients?

- Import and manage client lists with Booksy- using an excel sheet, you can import and manage all of your customer information using Booksy (to be done via PC)

- Contact clients with the500 free SMS service.

- Save even more by sending out SMS message blasts andby using the eco mode to send push notifications to clients. Finally you can contact them via email as well.

It sounds as thoughyou decided to use our app under the assumption it was free. I do apologize for the misunderstanding. Before you learned of the price, were youhappy with the product?

[If happy, continue, if unhappy, handle other objections and extend trial unless asked to deactivate it.]

If I could explain our pricing system and how it works for you, would you be interested?

--------------

The purpose of Booksy is to simplify your work by handling the technical side of your business. This involves a team of highly skilled individuals working to keep your business running smoothly and offer you the best possible service.

Not only do you get an app, but a committed customer support team who is here to address any problems you may have. What we try to do is establish a fair pricing system based on the number of staff members you have.

Furthermore- we are constantly developing new services and features for your business- and we guarantee that your price remains the same no matterwhat we add (or how successful you become!).

[Give examples what they get with this price AND recent features added]

Additional Solutions in the Americas: Based on the financial situation/newness, extension of the free trial, offer a promotional rate, and explain the referral program (that we offer cash rewards for referrals they provide who pay for a subscription).

[If the business is TRULY unable to afford it, look at FINANCIAL PROBLEMS]

I understand that your primary objective is to develop your business right now. Obviously, as a service intended to help businesses, we both understand and respect this goal. What have you been doing now to increase your business? How has it been working for you?

[wait for response]

Now is the perfect time to be investing into an infrastructure that will support you as you grow as abusiness. Successful businesses anticipate their growth and prepare for both the gains and difficulties of increased clientele. Without this step, many businesses can't cope with both the work and organization,and they simply stagnate. What if I could show you how we can work with you professionally (and financially) to aid in your development? Would you be interested?

......

Points to discuss (as a tip, ask what they would do/have done already, so you don't repeat what they already know)

- Onboarding materials &HOW they help: digital flyer, welcome box materials, voicemail message, and widgets =clients using Booksy = time savedto promote their business in other ways

-45% of bookings through Booksy (55% in the US) are done after business hours- this is business they simply wouldn't getotherwise.

- Booksy review system topromotebusiness.

- 500 free SMSsfor promotions, such as "Bring a friend for 50% off both services". A great way to get new clients.

-Make walk-ins regulars- havethem download Booksy and favorite your business while in the chair

Additional Solutions in the Americas: Based on the financial situation/newness, extension of the free trial, offer a promotional rate, and explain the referral program (that we offer cash rewards for referrals they provide who pay for a subscription).

I understand that price is an important issue for you, but if we set aside the matter of price and look at the benefits Booksy offers, how do you feel about Booksy?

[if positive- read part below. if negative, handle that objection first.]

-----

Ok, what if I could show you how Booksy is an investment that pays for itself, would you be interested?

---------

As a business owner, your time equals money. With Booksy, you get a virtual receptionist who can handle bookings at ANY time. You are accommodating a range of client's needs while being able to focus more time to the client in the chair.

Talking points

-45% (55% in US) of bookings with Booksy happen after business hours- =gains for business and no wasted time

-500 free SMSs, SMS blast system, and automatic push notification system- promote your business AND prevent no-shows. If even one person is drawn in by a promotion or shows up from a reminder, the service has more than paid for itself.

-General onboarding materials and features available

-Features constantly being developed

Additional Solutions in the Americas: Based on the financial situation/newness, extension of the free trial, offer a promotional rate, and explain the referral program (that we offer cash rewards for referrals they provide who pay for a subscription).

I understand that you are very busy right now. If I may ask, just how much time do you spend maintaining your schedule now?/ Do you get calls after business hours?

[wait for answer]

This is exactly what Booksy was designed for- we want to handle the busywork so that you can focus on your service. What if I could guarantee that we will help you with setup, support, and training- would you find this a worthwhile time-saving investment?

- Go through onboarding materials and emphasize HOW they help save time: How to use the digital flyer, welcome box materials, voicemail message, and widgets to get their clients using Booksy, therefore saving them time to promote their business in other ways.

- Automatic system: clients can bookappointments, and you never have to worry about double-bookings. Plus, Booksy sends out cancellation/modified schedule notifications and automatically sends out reminders 24 hours before the appointment.

-We have found that on average 45% of bookings through Booksy (55% in the US) are done after business hours- no one can work 24 hours- but Booksy can.

How to use mailing list at @booksy.net email

Wehave set up simple mailing addresses that will make sending emails to group of team members easier.

Now you do not need to input all emails to send email to all of your team members: it is enough you will write for example [email protected] and all team members in Argentina will get the email from you. No more putting email one by one.

our mailing list are using following logic

[email protected] is for every team member in your country so [email protected], [email protected]

[email protected] for every CS in your country(only if you will request it from Global Venture Manager or from Lukasz Wrblewski)

[email protected] for everyone except CS in your country(already exist in all countries)

We have also following mailing list

[email protected] - for everyone involved in work of Customer Success

[email protected] all country managers

[email protected] every person doing administration globally

[email protected] every person working in Booksy

Full list of all current mailing list is available in google drive: Team Contact Data

Remember when you request new email address - for new team member, request him/her to be added to correct mailing list (s)

In case of further question ask your Global Venture Manager or ukasz Wrblewsk

To find contact data to all team members including skype username, phone numbers, etc you need to open this Google Drive document

Google Drive: Team Contact Data

On this file you will also find mailing address to each of our offices and index of mailing groups

Remember once you open this document you can always start it, and than you can find it on your google drive search

If your contact data are missing from this list, pls inform your manager and he/she will know how to add data there. in case of further difficulties contact your Global Venture Manager.

Every Thursday Product team is making new releases of Booksy product. To ensure that features are operating in each of the language version of apps and web pages Country Manager should ensure continues translation via Oneskyapp translation tool.

Pls follow given deadlines

Thursday new release is out

Friday end of business in Poland text are uploaded

Make a new translations by Monday end of business

Tuesday morning in Poland Product team - is uploading text

Thursday release day - changes are visible

Weekly Translation Updates Oneskyapp.pdf

Remember

After you are done send short email to [email protected] with info, new translation submitted

Very useful materials

WeeklyTranslationUpdates.mp4

Note: To see files you need to be loged in to Booksy Google Drive using your Booksy credentials

Follow this check list

Make sure you have send new employe - employment contract according to local legal requirments,

Make sure you have all attachemnts such as commision plan, etc attached.

Save singed contract in PDF in your Country HR Country - XX folder.

Update information on employee in google sheet: Personel Data XX file is also in Country HR - XX folder (remember)

Check if all data are now visible in contact to all Team Members

Request needed accesses:

Everyone

Booksy email in format [email protected]

If this person needs also access to other email accounts, eg. (general email) [email protected] or (customer success) [email protected]

Sales Person

Access to Zendesk for Sales People

Support

Access to Zendesk

Access to Intercom

Country Manager

Access to Admin

Access to Affiliates/Reporting

Slack

Send email to [email protected], [email protected]

CC your Global Business Manager ([email protected])