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So how do you get a leg up on the competition?
We've previously discussed how to get more clients in your chair, which is a great first step. But getting new clients is hard.
Do you know what’s easier than getting new clients? Keeping the ones you have. About 50% easier, studies say.
So once you’ve done all that work to get them in the door, don’t just stop there. Do everything you can to keep them coming back again and again!
Here are 11 ways to increase customer loyalty - and they won't burn a hole in your wallet either!
It's time to put those people skills to a test. The next time a customer sits in your chair, strike up a real conversation - and go beyond the small talk.
Make friends, find out what’s going on in their lives. Not only will this allow you to give more personalized maintenance tips, but will also get them talking.
What would you talk about if you were out to coffee with an old friend?
As you build a friendship, they're less likely to sit down in your competitor’s chair the next time.
This may be a little obvious, but at the end of a visit make sure to say “thank you.” You would not believe how often people forget.
Try sending out a little thank you note to your client a few days later. Not only will it brighten their day, but it will remind them that you care and show them that your customers really are your priority.
Don't forget to ask for feedback. This shows your clients that their opinion matters. So while good feedback is always welcome, learn to accept the negatives graciously as well.
Negative feedback is actually more important than good feedback. It gives you something to improve, to make your salon the place even more people want to visit… just make sure you actually fix the issue.
When you get negative feedback make sure you apologize for whatever the problem was, and let them know you will fix it. Remember to thank them for their feedback, as it isn’t easy for most people to give criticism. Try to make up for the problem by offering a complimentary bonus service next time, or some other special offer.
Who wouldn't love your place if it made them feel special. So the moment a client leaves, make a note of the entire conversation - put it in your computer system. Return to your notes just before their next scheduled appointment.
Bring up topics you talked about last time. For example, if they said they went on vacation, ask how it was.
Knowing that you remembered them will make them feel important, tremendously increasing the overall salon experience.
For many, the salon is as much about de-stressing as it is about the services. So it's important that you emphasize this.
Turn on their favorite TV channel, play their jam, and even keep their favorite sweets stocked up. Offer them tea while they wait.
Do whatever you can to make your clients comfortable! Creating an experience around your client is the best way to increase customer loyalty with little effort.
Incredible customer service is absolutely essential. Don't keep them waiting too long, always be polite, and remember to accept their feedback willingly every time.
And smile :-)
If you are going to be late, let them know in advance so that it doesn't disrupt their day. Such little gestures will make them smile too!
There are many ways to show clients that you care, and this is one of them. So if you have some time on your hands, give them a longer massage, or perhaps a free deep-conditioning treatment.
Research shows that clients are most likely to remember the beginning and the end of every session - so work on these more than anything else. Begin with a cheerful comment, and don’t let it end with you rushing them out the door!
Quality standards are important. No one is going to return to a salon if the service isn't great - even if you do have everything else going for you.
So don't cut corners; give every experience your all. Whether it is a simple hair cut or an eyebrow shaping, it's important to do it well - your reputation is on the line every time.
Reminding your clients that they are important is a great way to keep them coming back.
Send them a Facebook message, email, or give them a call one week after their last visit and ask how they’re liking their hair or nails.
This lets them know you care, and if they think their bangs are just a little too long, tell them to pop in for a free touch up. They’ll be stunned at your incredible customer service - you’ll have a customer for life!
Make a note of their upcoming special occasions, and send them personalized notes. The next time one of them has an upcoming wedding, offer them them an enticing bonus treatment with their hair and makeup. Ask them to bring their friends along, and there you go - you have a return visit plus some new customers!
Don’t just stop there. Stay in touch with your clients regularly. Send them messages reminding them when it’s time for their next cut, and links to styles that would look good on them.
And while you're at it, also try to reconnect with the clients you haven’t heard from in a while. Look back through your database to see who’s been missing, and reach out to them - ask them to come back.
Start a loyalty program. Reward your clients with a free service or discount after 10 visits.
Most salons are already doing this, but if you aren’t, you definitely should get started!
So I hope you've enjoyed these tips on how to keep your clients coming back.
Let us know how these ideas worked out for you, and if you have any other tips, mention them in the comments section below.
We are looking forward to hearing from you!