The Easiest Way to Stop Your Salon/Spa Clients Going Elsewhere
ByA young lady who owns a nail salon in Dallas, USA (obviously) called me on Thursday out of the blue in a panic.
She is a member of my Elite Salon and Spa Millionaire Inner Circle (click here to get your FREE trial) but I’ve trained her BADLY.
I don’t take unscheduled calls.
I did however take this one (just because I felt like it).
And here was her LITTLE problem.
She was waiting for a client to arrive.
She booked an appointment 2 days before (didn’t take a deposit – MISTAKE) and knew the client was visiting a hair salon ‘around the corner’ (who also did nails) to have her hair highlighted before she came in for her nails.
Let’s just say that she and the hair salon do NOT get on… No fault of here’s, she sends clients there a LOT for hair services but gets NOTHING in return.
Anyway, to cut a long story short, her client did NOT arrive on time and she started to panic that the hair salon had pinched her.
My initial reaction was “Yep…And?”
“And…”
“What have you done to make SURE that does NOT Happen!!!”
And, at least in my head, that was SHOUTED!
I didn’t say that, instead I asked her how any of my client retention strategies she had implemented…
The answer was not as good as I’d hoped.
So… I gave her a quick ‘telling off’, told to her to forget that client for now – IF she arrives great, if not – never mind.
BUT, I gave her some clear ideas on how to make sure this didn’t happen again…
You see…
In todays’ world, your clients have MORE choices as to how to get the benefits you offer than EVER before.
So…How do we keep create really high client retention and prevent competitors from ’stealing’ them?
Let’s take a different view point…
How would you react if…
…you got a call from your dentist a week after having some treatment done just to make sure everything is okay?
…you got a call from your local restaurant just to check you enjoyed your last meal?
…you got a call form your doctor the evening after treatment just to check up on you.
…you got a questionnaire in the mail from your supermarket asking for your comments and suggestions.
…HOW WOULD YOUR CLIENTS react if there was a constant, useful, interesting contact from YOU?
A LOT of people worry about ‘interfering’ with their clients and even heard people say too much contact is “looking for trouble’…Make the sale and run…RUBBISH!
You must build a long term valuable relationship with your clients and to do that you must keep in touch…
If your follow up turns up a lot of dissatisfaction then great!
FIX IT!
The dissatisfaction is there whether you discover it or not.
How would you react if you got a thank you note a few days after buying a new dress from a clothing store, you got a birthday card from your insurance agent, you got a free dinner gift certificate as a thank you from a hotel chain, you got a personalized luggage tag in the mail as a gift from your travel agent?
Very simple recognition and appreciation can be very powerful and very inexpensive as a marketing strategy. Yes, you may discover challenges BUT, you really are much better off knowing about them and fixing them than just letting the ‘boil and trouble’…
So…
How often are you contacting your client with something interesting, useful, engaging and fun??
Often enough?
Really?
It IS the BEST way to keep your clients coming back…Don’t be lazy!
Have a great Sunday!
Henry.
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