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Multiple business lines are rising to fame every day in the spa business. Amidst this burgeoning competition, your firm must stand out amongst others. Despite what your agendas, strategies or campaign designs might be, the goal is always to keep the sales on the rise by retaining customers.
Opening the market to new clientele is always a bonus, but retaining customers who already hold a foot in the business is the trick. Appeasing your consumer base is precise, which can help your franchise shine, albeit all.
First impressions can make or break your shot at times. You must leave a welcoming and warm mark on your customer immediately after the first interaction. Gratitude can be traced in every little step of yours, from polite staff to quick appointments. Listen, empathize and make them feel heard and understood during their visit. When customers leave with satisfactory results, it’s only natural for them to return and spread the word further. Put your best foot forward to nail that first impression. Appointfix lists details of before, during and after appointment behaviour.
Good communication forms the essence of every great customer experience in the industry. Please provide them with an effective communication channel that pays heed to their queries and grievances. Please keep track of their appointment to make delivery of services more accessible and more personalized. Take notes of your customers’ experiences and preferences. An efficient feedback mechanism to keep employing new services and improving the existing ones could also back this up.
Maintain the communication chain through email marketing. Please provide customers with common suggestions, personalized recommendations and information to make the experience more engaging.
People all over the globe spend a significant amount of their time surfacing on social media, making the platform an effective way to reach the collective mass at once. The saying goes, “When in Rome, do what Romans do.” Insinuating that you know your target audience. Depending on which age group spends more time on which social platform, promote and create content accordingly. Use catchy phrases and witty slogans and employ multiple designing resources to woo and engage your online customers.
Social media can help reach potential new customers and also in retaining customers. Frequent Q&As, product transparency and continuous interaction can enhance customer satisfaction.
Prioritize convenience for your customers above all. Technology is advanced and effective so use it to the best of its potential. Make booking appointments more straightforward and more convenient for your customers to avoid rummaging through multiple sites and credentials while doing the same. An effective booking system that lets customers choose their preferred time and date with a few clicks can improve customer satisfaction.
Exciting gifts, vouchers and extra perks for first-timers are always an effective marketing strategy. But at the same time, providing your existing customers with bland services and no incentives can prove loss-inducing for your salon. Point-based systems or discounts on multiple purchases can help retain loyal customers.
You must do a great deal to make your customers feel more welcome. Complementary products and thoughtful services will leave the customers with bright smiles, good eyes, and an incentive to return.
The collated statistics of SalonBiz state that 80% of future revenue is sourced from 20% of current clients, along with an increase in profits by 25-95% from just a 5% increase in customer retention. All of these data indicate that client retention is essential to your spa and salon business. No business can boom to its full glory without the excellent support of its customers. Keeping them happy and satisfied by providing the best services should be at the forefront of your business responsibilities.