Posts tagged ‘client retention’
I went to a great seminar yesterday that discussed how you can stand out from the competition with service. The lessons came from fifty-year business veteran turned motivational speaker, Bob Farrell. After selling his original ice cream parlor franchise back in the ’70s, he became a motivational speaker and customer service guru. He travels across the country teaching owners of service-based businesses the importance of giving ‘em customer the pickle™. Let’s discuss the implications for the health and beauty industries. Continue reading “Give ‘Em The Scalp Massage” »
As a hair artist professional, you enjoy a very personal relationship with your clients. That is why clients actually have to break up with you to walk away. And, many want more advice from you than you could feasibly convey within a single appointment setting. For any good relationship, it takes good communication to be successful. In this case, success comes in the form of high client retention rates if you can master nurturing your client relationships effectively. Continue reading “5 Tips to Communicate With Your Salon Clients Beyond the Chair” »
One thing is for sure. Clients have options. In most major metropolitan areas around the world, clients have a plethora of options for hair care and grooming services. Then you may ask, why do many clients say that they don’t know where to get there hair done? Many clients consider many of the businesses that they walk or drive by as only viable “back-up” options. If you are an owner striving to for more consistent income, you need most of your clients to view you as their #1 option. Continue reading “Tips to Avoid Becoming the Back-up Salon” »
Listening to the feedback of beauty salon clients is critical to maintain and to improve client retention rates. Salon owners must have a firm understanding of their clients’ expectations, needs, and willingness to pay for particular services to make the best business decisions.
We conducted a survey of regular salon guests (all women) to review their satisfaction with their salon experiences. Although most women are generally satisfied, our survey results revealed that many have not recently experienced a truly memorable salon visit.
Our research showed that salon owners who want to increase their client retention rate should focus on the improvement in the following areas: 1) time management, 2) customer service skills of their entire staff, 3) consultations, and 4) process to accept client appointments. The results also revealed that 38% of women will simply seek to find a new stylist when dissatisfied with their salon experience.
In conclusion, clients expect salons to pay attention to customer service along with processing hair. The salons that are willing to go the extra mile to provide memorable experiences will be able to enjoy higher than average client retention rates and superior profits.
If you follow this blog, you know that I am conducting research for my forthcoming book, Happy Clients Count. The book will help salon owners learn to achieve greater financial results by examining their business strategy to attract and keep profitable clients. To explore this premise, I will highlight stories and advice from successful salons across the country for the book. These beauty entrepreneurs share how they wow their clients all the way to bank.
I just completed a great interview today with Keith Harley, owner of Keith Harley Hair and Scalp Clinic in Arlington, VA. Continue reading “Anchor your salon brand with your image as a beauty professional-Interview with Keith Harley” »
Having a client retention problem can spread like a virus through your business. Usually staff retention issues and cash flow problems are not far behind. Continue reading “3 ways to boost client retention for your salon” »