Client Loyalty Is Good Business
2019-02-15 by admin
Just how far would you travel to keep your favorite hair stylist? Many surveys done have shown that customers are more loyal to their hair stylist than any other service; including their doctors or dentist. This is why brand loyalty is a double-edged sword. If you are the hair salon they are traveling to, you’ve achieved their loyalty. However, if they are traveling out of town for their stylist, while you are local, you have some work to do to achieve their loyalty.
Creating a relationship with your clients keeps them coming back for repeated services, and regular income coming into the salon. It’s also important to your clients as well. Not only do they want to look their best at all times, but they also want your help and advice to build the relationship so that there’s respect and trust between them, you, and your salon.
There are many ways to encourage consistent visits and loyalty:
Reward loyalty. There’s a lot of competition in the salon and spa industry. A client loyalty program has to be a key part of your client marketing strategy. Focus on your loyal clients with this program, not new clients that may not be return clients. Offer rewards such as free add-on treatments with their regular service, discount on salon products, or discounts after a certain number of visits. Done correctly, this could be a very successful program and as easy as delivering push notifications or offers to your mobile app.
Bundle offers. Instead of offering a single discount, encourage multiple treatments or services. This is done by giving a free gift when they book multiple treatments. This gives them the opportunity to try some services they may not have normally booked while bringing in extra revenue to the salon.
Consultations are essential. Every client, new or existing, should be given a personal consultation each time they visit the salon. Not only does it make them feel important, you’ll inspire confidence and respect. Education is key and when you take the time to explain the importance of a treatment or how to maintain their style, it will show them how essential it is for them to keep returning to you.
Encourage return bookings. After each appointment, make it standard that each stylist and/or therapist let their clients know when their next follow-up appointment should be. Let them know how easy it is to book an appointment before they leave, give them the mobile app link to sign up for ease, and let them know that bookings tend to fill fast and encourage them to book early.
Promote other services. Your client may not know about same-day services they can add-on during their regular appointment, and other services that can be of benefit to them such as keratin treatments, spa services, and waxing. Introducing them to a therapist, aesthetician, or other specialist within the salon builds the relationship between the client and your salon as a whole.
Go the extra mile. As we said before, competition is tough in the salon industry. Think of simple ways to make your salon and spa stand out by paying attention to the details. As a stylist, keep a card with pertinent notes on your clients. If they’ve mentioned a treatment they may like to try in the future, remind them of it the next time they are in. Not only do you make them feel valued because you remembered, it becomes a part of your upselling ritual without needing a sales pitch. Mentioning events that they’ve discussed or brought up at their last appointment is another way to let them know you value their business and makes them feel like you share a relationship, not just a service.
Remember your manners. Saying “thank you” with personalized thank you cards, offers for free treatments and samples of hair products show a genuine caring for your client and makes them want to share the good feelings. Word of mouth is vital in our business and customers will be more apt to rave about you and give referrals when they feel the love.
At SalonCloudsPlus, we strive to make your business as efficient and technologically advanced as possible. We know what clients are looking for and we know the things you need to help your salon & spa grow into the future. We’d love to discuss with you how we can help you take your business to the next level. Check out our website, give us a call at (888) 909-1051 or email us at firstname.lastname@example.org.