Top tips to build a loyal client base
11 Apr 2018
Written by Alice Smithson
In a time where discounts account for a huge percentage of business, it is very important to build a loyal clientele, to keep business booming and clients returning. With the likes of Groupon offering extreme discounts with many brands and business across many sectors, it is essential that salons and spas have a strong clientele to avoid the rise and fall of the discount client. Here we take a look at ways in which you can encourage clients to return and become loyal.
- First Impressions Count!
As with everything, your first impression always lasts, therefore it is essential that you create a great one, to really impress those who visit your salon/spa. Greet the client promptly, professionally and simply, treat them how you would like to be treated upon visiting for a service. Simple things like taking their coat, offering them a refreshment whilst waiting for their stylist/therapist as well as some reading materials. Make that lasting impression count!
- Consultations and Communication
Two of the most important factors at any hair/beauty appointment. Find out their ultimate goal and describe how you can help them achieve this. Bring into account, lifestyle factors, work, times and at home care. Give the client the chance to discuss their vision with you and ensure you are both on the same page and in agreement before going ahead. We would also recommend communicating throughout the appointment, describe what you are doing and why, to ensure the client is fully aware of everything that is happening and why at all times.
- Listen and Remember – the key to building a relationship!
Everyone is an individual so treat them like one! Listen to what they are looking for but also what they are telling you, this could be about their personal or work life, and remember the little things to chat about with them at their next appointment. Whether it be that luxury holiday they’ve just been on, or perhaps a special birthday remember these, as little facts make all the difference and show them that you are interested in them!
- Consistency is key!
Make sure that every time a client visits, they receive exactly the same welcome and service, this way you are showing them what to expect every time that they visit the salon/spa, this helps promote the relationship and professionalism that the salon/spa provides. Always provide the upmost in customer service and professionalism and make sure you are on top of the latest trends and techniques.
- Rewards for loyalty
Clients that are loyal deserve to be rewarded for their consistent business and commitment to the salon/spa. Using the Recommend a Friend scheme, giving the client a percentage off their bill for recommending a friend is always very popular, or perhaps offer them a free blowdry once they have visited the salon a certain number of times. Show them that they are appreciated.
- Be Personal
Clients love nothing better than something that is tailored to them. Here at iSalon we have a fabulous feature implemented into our software which allows salons/spas to send out text messages for client’s birthdays, those who have not visited for a while or perhaps those who visit regularly and deserve a treat!
- Service with a Smile
As it says above – a service with a smile is a must and something that we recommend all salons and spas do! A friendly salon is a happy salon!
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