With the rising costs of acquiring salon and spa clients, businesses must be innovative and proactive by engaging in effective client retention tactics. According to the U.S. Small Business Administration, acquiring a new client can cost five to seven times more than retaining current clients. Here are 9 things you can implement today at your salon or spa today to improve client retention.
Tools for Client Retention
Take Advantage of Surveys. Whether pre-consultation, after the first visit, or before a new service launch, surveys provide guests a chance to voice their opinions or concerns about their experience. This feedback helps you tweak your customer experience to be exceptional, every single time.
Utilize Client Notes. Details, while small, can make a huge difference in making your clients feel special and important. Remembering life events, beverage preferences, how a client likes her hair, and her favorite products and services can make or break your client’s return. Use your software to keep a client’s file filled with notes about their visits, likes, and dislikes.
Give the V.I.P Experience Every Time. Your clients should always receive the same attention that was given to them on their first visit. As consumers, we tend to make decisions based off of our emotions. Providing your clients with the warmest, most wonderful experience each time they visit your salon will not only make them feel valued but will also keep them coming back.
Educate on Products. Build trust and become your client’s go-to expert by educating them on the products used during services. Incorporating dialogue about products during each service will help your clients feel less like they are being sold to, and more like they are being taken care of by your team.
Implement Loyalty Points. As consumers, we are motivated by the thought of getting something for free. Implement a loyalty rewards program, and allow clients to accrue points towards free services. They will be much more likely to come back to rack up their points.
Create a Culture Around Re-booking. The next appointment should always be discussed. When your team goes above and beyond for a new client and exceeds their expectations, a client will not only be more likely to schedule their next appointment at checkout but also become a long-term client.
Provide Small Perks. Delight your clients with additional perks such as “free add-on Tuesdays,” “Membership Appreciation Day or Week” or margaritas on for beverage menu for National Margarita Day. These extras will help entice clients to keep coming back.
Membership Programs. Secure your clients for multiple visits and keep them coming back with memberships. Beyond reoccurring revenue for your business, memberships can increase your frequency of visit, retention rate, productivity, as well as drive revenue and increase your bottom line.
Social Media Engagement. With technology, there are several platforms to connect with your customers beyond the walls of your business. Engaging with clients through your social media accounts strengthens relationships and builds client loyalty.
Coffee Talk: Maximizing Client Retention
Client retention is one of the most crucial elements to growing a thriving business. How many of your new clients have returned for their second visit? How are you encouraging brand loyalty at the initial visit? Watch our latest Coffee Talk with Salon Owner Manny Rolon as he discusses how to maximize your client retention.