Putting in the effort to retain your current client base can have a huge impact on your revenue. For instance, did you know repeat customers spend 33% more than new ones? Focusing on wooing your existing clients to increase client retention will help keep them happy and loyal to your brand. Not sure where to start? There are several things you can fine-tune at your salon or spa to keep your clients comin’ back.
A Distinct Client Experience
Consider this scenario: A new client comes into your salon or spa for the first time and has an amazing experience. Your staff is friendly, warm, and kind. The new client receives a tour, a welcome bag, and VIP treatment. Between the outstanding customer service and the exceptional service from a member of your team, the client pre-books the next appointment. When the client comes in for her second appointment, she is not treated with the same welcome. After her appointment, she decides to look for a new salon due to the lackluster experience.
Your clients should always receive the same attention that was given to them on their first visit. As consumers, we often times 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.
Want proven ways to turn your clients into brand ambassadors for your business? Download this infographic for the tools you need to create the most loyal, always returning, clients.
Segment Your Marketing
When it comes to marketing, crafting a message is not always one-size-fits-all. Are you utilizing segmented marketing? Creating content that’s specific to each demographic at your business can help you personalize your message and appeal to the different wants and needs of your clients.
Think about it: A busy mother of three is not going to have the same desires as a 20-something millennial. Take the time to divide your clients into different “personas” based on what they need from your business. Once your clients are segmented, you can now craft specific messages for each of your marketing campaigns. Your software should have a filter that allows you to segment clients based on specific criteria. In Millennium, it’s referred to as the “Client Selection” feature.