Growth Strategies Series - Retention

Hello again and welcome to the first instalment in my series on Growth Strategies, Client Retention!

When times are tough, getting new guests into the salon gets even tougher.  Keeping the clients you have is critical. The difference between a 20% retention rate of clients in your salon and a 60% retention rate could mean staying in business!  

Remember, when times are tough, clients want more for their money.   This doesn’t always mean a discount but it does mean that clients need to perceive that they are getting an “experience” out of their investment in a salon visit, not just a service.  Make sure your service providers are following your salon service standards with every guest.  

Try these other “above and beyond” strategies for increasing your client retention:

• Have your service providers send out “Thank You” cards to their clients- take this time to send out cards to clients who have been in recently for services to thank them for their business.
   
  
• Try “Welcome Back” packages for new clients with incentives for them to return for at least three future visits.  
  
  
• Wow your clients!  Have your stylists call their clients that have had chemical services or bought retail over the last week to follow up with them, from product usage questions to concerns with color. 
  
  
• Get your team enrolled in advanced education to ensure their technical skills are current and at the top of their game.  

Good Luck and see you next time for the second instalment of Growth Strategies - Referrals