Ever wondered how expensive it is to acquire a new customer or client on board?
Well, it is 6x more than retaining your existing client. Also, your regular clients have a better transaction value, almost 67% more than the new one! Hence it is very important to keep your customers happy and Ultimately Retain them than acquiring the new ones.
You must have noticed that a smile, greeting, cup of tea, all these small things will make a customer decide whether he or she will return or not so here are 5 simple & practical hacks to Retain your customers :
A little extra!
Everybody expects something extra in life, be it a 5 min extra head massage or blow dry after a wash.
So make sure you give them some extra time, extra services, extra attention & they’ll never want to leave you and go, because they’re used to the extra love that you shower!
P.S If you’ve over promised a client, make sure your double up the delivery!
Make sure you pre-book a customer not after his/her services are done but in the middle of the session.
The best moments to slip in the conversation about ‘who you are and why you want to keep them’ are during the artificial nail removal or waiting for the nail color to dry or hair color to process!
P.S Make sure you train your staff & front desk well & provide them with a very informal yet friendly script
Birthday & Anniversary Messages/ Cards
We highly recommend every salon and spa to do this! Whenever a customer is about to checkout make sure you take down their email id, contact number, Birth date & Anniversary Date.
This way you can treat your clients on their special day by either sending them a card or a wonderful text message. This shows you care!
P.S You can even give them an exclusive birthday offer or a complimentary service
Perk them up!
Make your clients accustomed to simple and small perks in terms of discount offer or complimentary service or a simple head massage when they refer a friend or write a review on Fabogo. This way you’ll make sure your Online credibility & reputation game is strong and at the same time your customer is happy!
P.S He/She might even tell their friends and family about the perks they received and this way, your customer is retained & a new one is acquired!
When a customer visits you for the first time, make sure you make them yours by simply signing up to your Loyalty Program – No, we’re not talking about the regular loyalty reward system here.
You can provide them with a straight 6 months coupon which can be redeemed every month. This will make sure your customer is pre booked!
Client retention is the key to successful & profitable salon and spa business, Stop running behind the new clients, channelize your money, time & energy well!
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