"Remember birthdays and offer great discounts If clients ..... "
1. Reward your loyal clients – not just a blanket suite of rewards to all client’s, but special treats to those that really support your business consistently. Unexpected discount codes or one-offer treatments. Remember birthdays and offer great discounts If clients want to introduce their friends. Make clients feel special and pampered because they are the backbone of your business.
"Lots of beauty creatives offer so many treatments that they become diluted ..... "
2. Focus on what you do best – what is your unique selling point, what do you do really well? If its cuts or colour, then push that advantage. If you're great at nails, then focus on that. Lots of beauty creatives offer so many treatments that they become diluted. Stick to what you're great at and not only will your results always be fantastic and speak for themselves, but customers will also know that if they want a really fabulous brow then you’re the best in town.
"Communicate with customers, tell them what’s happening with you ..... "
3. Create a community – create a feeling that you’re the community hub, communicate with customers, tell them what’s happening with you or the salon. Make clients feel included in the salon/your world and they will start to see you as a place to gravitate toward. Could you create a newsletter, party nights, Saturday fun days, in what ways can you start to create a community from your customer list?
"Look through your clients and identify those customers who haven’t returned to you ..... "
4. Encourage client feedback – This is such an easy thing to do and so important for your business. Whilst it’s great to know what you’re doing right, it's equally if not more important to know what you might be doing wrong. Follow up appointments with a short email (these can be automated through your booking system in most cases) asking how the appointment went. Ask your customer if everything was ok today and listen to what they tell you. Look through your clients and identify those customers who haven’t returned to you, their feedback is especially important. Why have they stopped coming to you? Could you drop them an email that says hi we miss you and ask for feedback on why they haven’t returned to you. This feedback may allow you to re-engage that customer and discuss how you may rectify any potential issues. If it’s a parking issue, could you contact the parking area owner and ask for discounts for your customers? Could you suggest alternative cheaper or free parking places to your clients that are nearby that they may not know about? If they weren’t happy with the treatment itself can you establish what went wrong and perhaps offer a free treatment based on their feedback to show that you offer a great service?
"How do clients know what’s happening in your business?"
5. Communicate with your clients – Think about how you communicate with your clients? Do you know them by name when they arrive? Do you know their preferences, are they on your Facebook/Instagram channels? – do you follow theirs? Do you know what they do for a living, could you help their business, and can they help yours? How do clients know what’s happening in your business? Do you announce new/departing staff? Do you announce new brand usage? Think through how you communicate both face to face and online with customers and see how you can improve and increase your communication overall.
Founder and CEO - The Beauty App