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Your Lifebooker

Handbook
Steps, tips and guidelines for getting started
Table of Contents
Your Own Customized Web Page 3-7
Setting up your Service Menu 8-13
The Lifebooker Dashboard 14-18
Your Updated Listings and Reviews 19-21
Tips for Responding to Reviews 22-26
Platinum Account:
Monitoring and Responding to Reviews 27-30
Platinum Account:
Setup and Manage your Social Media 31-33
Update your Website to Include
your Own Branded Page 34-36
Create and Send Emails 37-47
Platinum Account:
Your Account Manager 48-49
Platinum Account:
Access to our Creative Team 50-51



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Your Own Customized
Web Page
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Youve got options! Setup your own branded webpage to
represent your business by featuring your service menu,
specialties and photos.

Work with your Account Manager to showcase what makes your
business stand out from the rest with customizable tabs

Receive appointment requests or offer online booking

Send your photos of your space, staff and services*








Customize your own
Branded Web page
*With a Platinum account, we will professionally retouch your photos
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Choose Your Content
On your own branded webpage you can select which tabs
you would like to show and how clients get in contact with
you.

Tabs: Select which tabs you would like to feature

Reviews from Lifebooker
Your own Testimonials
Map & Info
Service Menu
Deals

Choose between offering online booking or featuring
a listing

Clients can book directly from this page
Clients can fill out a contact form to request more info
Youll receive an email when a client fills out the form




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Let your Account Manager know which tabs you would like to feature
and they will update your page for you.

Reviews from Lifebooker
- Your reviews from clients who have booked through your own branded
website, Lifebooker or purchased a Lifebooker Loot will be featured
here
- Trusted reviews- Reviews are only from clients who have honored their
appointments. Lifebooker reads and monitors all Lifebooker reviews

Your own testimonials
- We can add in your own testimonials if you have specific ones you
would like to feature
- If you are new to Lifebooker, this is a great way to feature reviews
- We recommend this for doctors

About your business
- Highlight what makes your business stand out*
- Education, affiliations, credentials
- Specialty services, trainings or certifications



Service menu
- Clients can either book these services directly through your page or fill
out their info to find out more
- You can select which services a client can book online
- Your Account Manager will add your 3 most popular services
- Add additional services to show your full offering

Deals
- Feature your own specials that clients can purchase online and redeem
with you
- Work with your Account Manager to highlight the best promotions

Custom Tabs
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*With a Platinum account, Our creative team will interview you and write
your profile bio
You can select if you would like clients to book directly
through your page or contact you.

Option 1: Offer online bookings
Clients can book directly through this page

Option 2: Receive Appointment Request
Clients can fill out a contact form to request more info
Youll receive an email when a client fills out the form
Highlight a discount or feature your most popular services



Offer Online Booking or
Service Menu
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Setting up your
Service Menu
8
Tips for Setting Up Services
When naming services it is important to be consistent
For example, if you have coloring services with blowouts
included make sure that blowout is named the same in all the
services.

Dont use all capital letters or punctuation in service names

Service descriptions help customers get an idea of what to expect
during their visit
Make sure to include all relevant information related to the
service
For example, if youre offering a custom facial, include the
steps the facial includes (steaming, extractions, custom
mask, etc.)

Always click the Save button at the bottom of the page to make
sure any service changes or additions save in your account

Let your Account Manager know when you are done adding
services so that they can set them live on the site
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Setting up your Service Menu
Your Account Manager will setup your 3 top services. You
can add more services to your account by following these
steps.

a. In your Lifebooker account, select Profile/ Account

b. On the left hand side of the screen select Service Category
Check off the service category you would like to add

c. On the left hand side of the screen select Service Menu
- Under service menu select the service category that the
service should be under

d. Fill in the necessary fields

e. After creating services make sure to assign them to practitioners
by clicking the Practitioners page on the left
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1.
.
2.
3.
4.
1. Name of Service
2. Description
Make sure to include what the service entails. It helps
for customers to know what to expect at their visit.
3. Price
4. Duration
Mandatory Information
Fill in the mandatory information so that clients have a full
understanding of the services you offer.

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5.
6.
5. Show Price on Service Menu
You have the option of showing or hiding the price of a service on
your menu
This is beneficial for services that dont have a fixed price and
may vary
6. Allow online booking of this service
If you want clients to see which services you offer but not book
online check off this box. You cannot allow online booking without
showing the service price
7. This Service Requires a Break After an Appointment
If you opt for online booking and want to build in a break after an
appointment, check this box off and select a time duration. This
will automatically add an unavailable block to the appointment
anytime it is booked to ensure that no other client is able to book
during that break. For example, adding a 15 minute break after a
60 minute massage scheduled at 1:00, means that no one would
be able to book another appointment with that practitioner until
2:15.
Optional Information
Fill in any of these specifics to highlight additional features.

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10.
9.
8.
Optional Information Continued

8. This Service is for 2 Clients and Requires Two Practitioners
Check off this box for services that require two practitioners (like a Couples
Massage)
Be sure to assign this service to at least two practitioners as well

9. Include This Service in My Featured Section
Your featured section is the very top of your service menu where you can
choose to highlight popular services
To ensure a service is highlighted at the top of your service menu, please
make sure this is checked off

10. Change Service Category
If you accidentally added a service in the wrong category you can change
the category here
Simply check this box off and select the correct category from the
dropdown menu.
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The Lifebooker
Dashboard
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Overview

Select the date range (since you joined Lifebooker, a year, 180 days,
90 days, 30 days) and view All types of transactions, Lifebooker
Marketplace or Your own branded Webpage

a. Total Revenue: The total dollar amount that clients have
spent at your business between appointments booked and
Loot sold. This does not include Lifebooker commission

b. Total Transactions: The number of booked appointments and
Loots combined

c. Total Clients: Number of unique clients sent to your
business from Loot and appointments combined. Clients are
only counted once even if they return to your business
multiple times.


Use the dashboard to gain insight into your business.

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New vs. Returning Clients

a. View the total amount of clients,
including new clients and returning
clients

b. Select the date range you would like
to view

a. New clients are represented on the
graph in gray

b. Returning clients are represented on
the graph in blue



See how many clients have used Lifebooker and how
many of them have returned.

Option 1: Number of new vs. returning clients



Option 2: Percent of new vs. returning clients
a. This section shows how often
clients are returning to your
business

b. A higher return rate is an indicator
of client satisfaction

c. Optimal Returning Clients is a
benchmark achieved by
Lifebookers most successful
partners



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Loot vs. Appointments
Revenue


c. Appointment revenue is
represented on the graph
in blue
View your businesss earnings from using Lifebooker.
a. View by total revenue, Loot revenue or appointment revenue. This
does not include Lifebookers commission

a. Loot revenue is represented on the graph in gray




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Page Visits
a. View the total page views, marketplace visits or visits to your
own branded webpage.

a. Lifebooker Marketplace is represented on the graph in gray

c. Your own branded webpage is represented on the graph in blue








See how many clients are visiting your Lifebooker pages.

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Your Updated Listings
and Reviews
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On your dashboard you can see the status of your listings
across Lifebookers network of sites.

a. In your Lifebooker account, select Dashboard at the top of the
screen

b. On the left side of the screen select Listings

c. View the partner site, status of your listing and a link to view
- Partner sites are organized in alphabetical order
- The status will indicate if the listing is live, needs to be setup,
or still processing
- It can take up to two weeks for a listing to be live

d. View your businesss updated listing by clicking on the link
Your Updated Listings
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Respond to your Reviews
With your Lifebooker dashboard, monitor and respond to
all your reviews in one place.

a. In your Lifebooker account, select Dashboard at the top of the screen

b. On the left side of the screen select Reviews

a. You can see all your reviews listed by date, or filter at the top of the
screen by review site

b. To view and respond to a review click on the website name listed at the
top of the review. This will take you to the website

c. From there, you can respond to the review*


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*With a Platinum account, Lifebooker will monitor and respond to your
reviews on your behalf
Tips for Responding to
Reviews
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Tips for Responding to
Reviews
When responding to reviews, it is important to remember to
represent your business in the best light possible.

Remember your Audience
- Clients who write a review are paying customers who could
be returning customers
- These customers want to share their experiences and help
others
- They are your most vocal customers, who want to be heard

Respond to Positive Reviews
Be friendly and keep it simple
Thank them for their review and feedback and take the
opportunity to introduce yourself

Never make a review personal
A review is about a customers experience and is not intended
as a personal attack
Use this feedback for business growth
Avoid burning bridges, even customers who may have had a
bad experience at first might come back

Be professional and polite
Its not easy to win an argument with an upset customer
online and a negative response will only make things worse
Potential clients appreciate professional responses that show
a business values their customers
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Responding to Negative
Reviews
Here are some guidelines for responding to negative
reviews. Respond proactively to bad reviews in order to
help your client, and to show other clients that you are
addressing the problem.*



Stay calm
- Think about what you would like to say
- Thank the customer for their feedback and let them know you care

Address the issue
Apologize for their bad experience
Let the client know you would like to correct the situation
Acknowledge their experience
Show empathy to add a personal touch

Keep your response short and polite
Your response should be a few sentences
Do not come off as defensive

Move the conversation offline
You never want to have a back and forth conversation online
Provide a mangers phone number and email address or ask for
their contact so you can reach out
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*With a Platinum account, Lifebooker will monitor and respond to your
reviews on your behalf
Take the Convo Offline
Working with the customer may be difficult and require a lot
of patience, but coming to a positive resolution is
important.

Clients want to be heard
- Listen, apologize and empathize
- Let them know you care about the problem and want to make
it right

For extreme situations, offer something extra
Discount a service the next time they visit
Offer a complementary unrelated service
Re-do the service that they were initially upset with

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Responding to Positive
Reviews
Clients love to write positive reviews to share with you and
other clients.

Simply thank the customer
- Show them you care
- There is no need to offer them extras such as gift certificates,
mailing lists, or event invites
- Dont react to minor complaints

The customer already likes your business
Offering a client a gift or invitation can be misinterpreted as a
bribe or payment for the review
Instead, introduce yourself to provide a more personal
experience for the next time the visit
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Platinum Account:
Monitoring and
Responding to Reviews
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Lifebooker Monitors and
Responds to your Reviews
With your Platinum account Lifebooker will act as a liaison
between your business and the customer by monitoring
and responding to your reviews.

We will be responding from the perspective of the business
but will require your input as to what you would like to offer.

We will respond to your positive reviews that are 4.5 or
higher

We Will respond to your negative reviews that are
below 2.0



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Below are the steps the Account Manager will take to ensure we are
monitoring and managing your business account.

Your Account Manager will check reviews twice a week
On Fridays your Account Manager will send over a diagnostic
report of all reviews from that week

If there is a review that is 2.0 or below, we will reply with a general
response for the customers to contact the business.
- The client writes back again, we will contact you and discuss how
you would like to handle

If the review source is not a Lifebooker client, the Account Manager will
offer to handle the situation for your business and request login
information if needed

The Account Manager will follow up with your business to inform you of
a resolution to any review responded to
Follow up is key from both ends. If Lifebooker has requested the
clients contact information to handle the situation offline, we will
make sure you, as a business, follow through on this request

Your Account Manager will keep you up to date with the status of
each customer situation. Although Lifebooker is responsible for
managing review responses, you should be aware of what
situations are arising and if there is a larger issue that should be
addressed

Responding to Negative
Reviews
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To Setup your Communication
with Lifebooker
In order to manage your account as smoothly as possible, we ask that you provide
us with a few things in order to respond to your reviews.

Fill out this form and email it to bizhelp@lifebooker.com . Or give us a call at 800-
401-9258 (press 2) and we can take your info over the phone.

Name of your business _________________________________________

Lifebookers point of contact about reviews
________________________________________

Yelp username _________________________________________
Yelp password _________________________________________

Google+ username _____________________________________
Google+ password _____________________________________

Twitter username _______________________________________
Twitter password _______________________________________

Facebook username ___________________________________
Facebook password ___________________________________


Auto-resolution processes
Standard discount percentage to always offer (i.e. 10% off next service
Re-do of service) _______________________________________________
Point of contact for client to receive personalized/preferential treatment
_____________________________________________________________________
________
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Platinum Account:
Setup and Manage your
Social Media
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Lifebooker Will Setup and
Manage your Social Media
Building your online brand is important. Lifebooker will
setup up to three social media platforms for you.

a. Choose which platforms you would like (pick up to 3)
Facebook
Twitter
Google +
Linkedin
Instagram

b. If you have an account, send us your information by filling out this
form. If you do not have an account, we will set it up for you using
the information you provide

c. Lifebooker will post once a week on each platform that you have
selected

d. Topics
Highlight a deal or promotion
Seasonally related, i.e. Mothers Day
Photos of your work or space
Your services i.e. before and after shots
About your business
What makes you stand out i.e. education, credentials, and
affiliations
Educational Content
Inform and teach your clients i.e. tip for getting Laser Hair
Removal before the summer
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Setup for your Social Media
Pages
Fill out this form and email it to bizhelp@lifebooker.com or give us a call at
800-401-9258 (press 2) and we can take your info over the phone.

Name of your business _________________________________________

Do you want to Lifebooker to add your own branded web page to your website? This
allows clients to book appointments or find out more info
Yes

Your website Information
Include your website username, password, and type (FTP, CMS etc). If youre unsure of the type,
well help you figure it out.
_______________________________________________________________________
_______

Yelp username _________________________________________
Yelp password _________________________________________

Google+ username _____________________________________
Google+ password _____________________________________

Twitter username _______________________________________
Twitter password _______________________________________

Facebook username ___________________________________
Facebook password ___________________________________

Instagram username ___________________________________
Instrgram password ___________________________________

Linkedin username ____________________________________
Linkedin password ____________________________________


No
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Update your Website to
Include your Own
Branded Page
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Update your Website to Include
your Own Branded Page
Promote your own branded page on your website so that
clients can book or contact you 24/7.

a. If youd like help linking your website to your page, email
poweredby@lifebooker.com or fill out the form on the next page

b. Include your business name, website username, password and
type (FTP, CMS, etc)

c. If you are unsure of your website type, let us know and well help
you figure it out!
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Add your Own Branded
Webpage to your Site
Lifebooker will update your website so it includes a link to
your own branded page, where clients can book
appointments or get in touch with you.

Fill out this form and email it to bizhelp@lifebooker.com .
Or give us a call at 800-401-9258 (press 2) and we can
take your info over the phone


Name of your business
_________________________________________

Your website Information

Website user
name:___________________________________________
Website
password:____________________________________________
Type (FTP, CMS etc)*
_________________________________________

*If youre unsure of the type, well help you figure it out.

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Create and Send
Emails

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Setting up your Promotion
To determine the type of promotion you would like to setup,
think about the results you are looking to achieve.

Option 1: Client attraction and retention

Attract clients with special promotional prices to grab their
attention
- Set a higher discount to attract more clients
- Advertise a new client discount to appeal to new
customers

Wow them with your services and customer appreciation
Clients who have good experiences are more likely to
become loyal customers who would rather pay more for
trusted services
Word of Mouth matters. When a client is happy, they will
refer their friends and spread the word about your
business!

Option 2: Continued client engagement

Use emails to engage with clients and remind them to come
back
- Fill slow hours by discounting specific times
- Set the Same Day Discounter to fill your last minute
appointments

Option 3: Announcements and Informative updates

Create email content to inform clients of news, new services
or tips and tricks
- Announce a new service or product offering
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Tips for Email Content
Subject lines
Do:
Be descriptive of your main points
Keep your subject line short and to the point- make sure
it captures the essence of what you are trying to get
across
Use professional language
Use a catch phrase to get clients to notice
Highlight a seasonal special to make the email relevant
(Example: Feature mani-pedis as the weather gets
warmer)
Dont:
Dont use all capital letters or include a lot of exclamation
marks
Dont use abbreviations

Text of email
Only include relevant information- Keep email content short
and to the the point
Use keywords to easily highlight the point of your email
Be consistent- Use the same language throughout your email.
Always refer to the service by the same name




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Tips for Sending Emails
Space out send time to keep your audience interested
Send emails either once or twice a week
Space out emails so that clients are not getting back to
back emails
Highlight different topics, services or discounts throughout
the month

Send Time
Emails sent mid-day have a higher chance of being
opened
Send emails between 6am and 5pm. Clients are
more likely to open emails during work hours.
Once you select a send time, create consistency by
sending emails at the same time
Most emails are opened within an hour of being sent
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Step 1: Upload your client list

a. Select Clients at the top of the screen

b. On the left hand side of the screen select Upload Existing
Clients

Option 1: Upload CSV or Excel File

Create your list with one client entry per row with columns in this
order:
- email address (required), first name (optional), last name
(optional)

Option 2: Copy & Paste Email Addresses

Include one client entry per line and use commas to separate
information in this order:
- email address (required), first name (optional), last name
(optional).

Upload a list of your existing clients email addresses so
they will receive your emails.

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Step 2: Select Services

d. Click the box labeled
Include This Service in
My Featured Section

e. Scroll to the bottom of
the page and click save

f. If you do not want a
service to be featured,
uncheck the box













a. Select up to 5 services

b. At the top of the screen select Profile/ Account

c. Go to Service menu listed on the left side of the
screen
Select the services to feature in your email.

If you have more then 5 featured services, the most
popular services are featured

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Step 3: Set Discounts

Option 1: Discount your services

a. Use the discounting tools on your Lifebooker calendar
- Find tutorials
here:https://secure.lifebooker.com/provider/help

b. Only discount using increments of 5% on the calendar
- Please note that you cannot set price points (Example: Set a
discount for 30% off haircuts, instead of $40 haircut)

Option 2: Feature your noteworthy services

Highlight your services without a discount or price.
- Show new services, announcements, highlight popular
services for the season








You can highlight a discount or feature the full price.


a. Make sure that the services
you selected to be featured
in the email do not have
discounts on them

b. For your contact us page,
you can have prices on or off
by checking off the box
Show price on service
menu

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Step 4: Select Send Time

a. The email must be scheduled for at least an hour out

a. Schedule to send within the next 2 days

a. If there are any changes to your service menu or discount after
the email is created, it will need to be refreshed
- To do so, click on edit
- Send a preview to yourself to double check the changes
are reflected

a. Within the calendar month, you can send

- 4 per month with the Gold plan (Example: 4 emails can be
sent between April 1
st
- April 30
th
)

- 8 per month with the Platinum (Example: 8 emails can be
sent between April 1
st
- April 30
th)


Select the time you would like to send the email.

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Step 5: Choose the Text
Option 2: Write your own copy
a. Enter the text you would like to feature



Choose the text that you would like to feature.

You can either use Lifebookers copy
or write your own
Option 1: Use Lifebookers copy-
Recommended!

a. Have a discount: select
Deals (Percentage) or
Deals (Prices)

b. Do not have a discount: select
a generic theme- Whats new
right now! or Spring
Makeover!
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Step 6: Send A Preview
It is important to preview your email in order to ensure that
there are no errors and that you are satisfied before it is
sent out. The email cannot be un-sent.

a. Add the email address that you would like the preview to be sent
to

a. Press Save and Send Test Email

a. Check your inbox to review the email
- Use the Preview Check list to identify if your email is ready
to send

b. If there is anything you would like to change, click on Edit
Email

c. Once you are happy with the preview, your email will be sent at
the scheduled time!



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Preview Check List
Typos

The subject line is correct

The email header is correct




Email Header Text
Email
Subject Line
Email Copy
The email copy is correct

Services you wanted are
included

Discounts are correct

Check your email for the following:

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Platinum Account:
Your Account Manager
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Access Your Account
Manager
With your platinum account, you have access to a
dedicated Account Manager.

a. Get extended training on Lifebookers Marketing Technology
Setup a detailed training with your Account Manager to walk
you through all that Lifebooker has at your finger tips
Personal attention and answer all your questions
Priority access to your Account Manager


b. Setup your Marketing Strategy
Get insight from a Lifebooker expert and discuss your
business goals
Put together the best promotions to highlight your business

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Platinum Account:
Access to our Creative
Team
50
Lifebookers Creative Team
With your platinum account, our creative team will help you
enhance and build your banding.

a. Retouch your photos (send us 2 photos)
Send us photos of your space, staff and specialties

a. Interview you for a profile bio
Let us help you stand out and highlight your specialties

b. Edit your service menu
Our team will do all the editing
Our team will help you brand your most popular services
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