Retaining clients is important. You want a stream of happy, loyal clients who keep coming back to you. Loyal clients are good for word of mouth and referral schemes. So, let’s look at the best client retention strategies for salons.
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Client Retention Strategies for Salons
Finding new clients is more expensive – and risky – than it is to maintain a relationship with existing ones. Having a loyal base of clients allows you to take the risk of finding new ones – as long as your retention strategies are working well.Loyal clients are also more open to trying new treatments, so client retention is good for a new treatment launch.
Strategy 1: Exceed Expectations
What’s the best way to keep clients coming back? Exceed their expectations by providing excellent customer service. Always make clients feel special and important by truly listening – and providing a quality, relaxing treatment. Make sure your business as a whole has good morale, happy employees and a welcoming look and feel. Everyone will want to be part of it.
Strategy 2: Rebook Clients
Rebook clients before they leave. Booking your clients next appointment at checkout may seem like a waste of time – but this is an easy way to make sure they come back. If they don’t have to remember to call or message to book their next appointment, they can just pop the next date into their diaries. Send reminders the day before. Clients will feel like you are as invested in their skincare as they are.
Strategy 3: Reward Loyalty
Reward loyalty. If you have (or want) a host of loyal clients, make sure you are recognising and rewarding their loyalty. Regular appointments can be expensive and time consuming, so make clients feel it is worth their while by offering a rewards program. Either offer a percentage off when they have a course of treatments, or upgrade their treatment experience with add-ons. It could be a complimentary mask or massage. You could also extend this loyalty program to products (for clients who often buy retail).
Retention = Loyalty
Keeping a steady flow of loyal customers provides a steady flow of business. However often they come in, loyalty is not a guarantee. Outstanding customer service and going the extra mile will not only help you to keep loyal clients, but it is also likely to bring more in. Follow our client retention strategies and watch those columns start to overflow.
