As a stylist, you need to find a healthy balance between taking the time to attract new clients while catering to your existing ones. We’ve compiled some helpful tips to turn your first-time clients into repeat clients using these strategies for salon client retention.
Tip #1: Consultation is Key
First and foremost, listen to your client’s wants and needs. Communicate throughout the service to ensure that they are receiving what they want. Exceeding your client’s expectations on their first visit will make them excited to come back.
Tip #2: Make a Good First Impression
Create a lasting impression with your clients by creating standards for your employees to follow. From your front desk greeting with a warm smile to the stylist offering something to drink, your client should feel welcome, not only on the first visit but for every other visit after that. Creating standards will ensure your employees know their responsibilities for catering to each and every client that walks through the door.
Tip #3: Customer Centered Ideology
And no, we don’t mean the customer is always right because sometimes they’re not. Instead, if a client makes a complaint or is unhappy, take a walk in their shoes. Try your best to find a reasonable solution to remedy the issue.
Tip #4: Know your Numbers
Keep track of all your numbers from your average service ticket to the percentage of salon client retention. Knowing your numbers is key to growing your business and will help you identify which areas of your business needs improvement.
Tip #5: Client Feedback
Train the front desk to ask for feedback when they check out a customer. Listen for key words such as “okay” or “fine” and have the front desk ask questions to ensure the client is satisfied with their service. A client should never leave your salon feeling as though they didn’t receive the experience that they had been looking forward to all week.
Tip #6: Set Retention Goals
Salon Today asked five salon owners how they monitor their client retention rates. Janice Van Mullen from Hue, an Aveda Lifestyle Salon and Spa, shared her team meets every six months to identify benchmarks and specifically salon client retention. Create goals for your stylists and post benchmark reports in the break room to show the highest retention rates. Not only does this create healthy competition but incentivizes stylists to meet their goals.
Tip #7: Pre-book Clients
Before your client leaves the salon, make sure they pre-book their next appointment. Behind the Chair suggests refraining from the phrase “Would you like to book your next appointment?” Instead, try recommending a date and time, so the client feels compelled to schedule an appointment.
Tip #8: Add a Personal Touch
Salon client retention isn’t just about providing an excellent haircut. Take the time to handwrite “thank you” notes to your clients thanking them for their business. Connect with your customers on your Facebook so they know what you’re up to in the salon. Ongoing communication will help build loyalty and trust that will keep them coming back for more!
