If there's something we worry about even more than our adhesive's retention level, it's the retention of our clients.
Building client loyalty is a daily job that provides advantages we should consider:
- It's a fact that returning clients spend more money on average than new clients.
- A regular client will trust your team's recommendations and be more willing to try new products and services.
- Your most loyal clients will recommend your business to their acquaintances and friends.
For all these reasons, once you gain quality clients, it's important to follow the steps detailed below to turn them into loyal clients:
Stand out and offer experiences
The beauty industry is highly competitive, so finding a way to stand out is essential for growing your business.
Surprising your clients with an “experience” is a perfect way to make sure they'll want to come back.
For example, the same
eyelash extension service can be offered in different ways, but you'll agree with us that it's not the same to offer the service with quality, professionalism and punctuality as it is to offer all that plus relaxing background music, an aromatherapy element that sets the mood, the right temperature, a pleasant conversation that shows warmth and interest, and a final scalp massage so your client leaves relaxed and in love with her lashes and that little moment of pampering. In this case, do you think she'll want to come back? We guarantee she will.
Build a personal connection with each client
Show them you care about them; note down service details such as the length or curl of their favorite extensions, or any information that might be useful for their next appointment and that shows your clients you care about every detail.
It's about conveying to them that they're special to you and not just another client. It's the best way to make them see that they're part of your business and the passion you put into it, and to create a sense of loyalty in them.
Keep a good client database
This will allow you to have all the information you need to properly prepare your appointments with their favorite products. You'll be able to contact them and offer them news, recommend other complementary services, or call them if it's been a long time since their last visit. All clients are important, and letting them know is essential to establishing a bond with them.
Follow up on appointments
Always try to book the next appointment before the client leaves. If she's not interested in booking it right away, make a note to call her to follow up on the service, ask, for example, how her extensions are doing, give her some maintenance advice, and remind her to book a new appointment before your schedule fills up. Keep in mind that people are always very busy and will appreciate this follow-up.
Loyalty program
Today, this type of loyalty program, whether with stamp cards or a similar method, is essential, as
most beauty businesses and salons offer one.
You can reward points, for example, if they book their next appointment on the spot, for a number of visits per month, or for purchasing a treatment product, and offer discounts on services or free beauty products in exchange for those points.
Whatever you choose to do, the program should make clients feel special and rewarded, and something they really enjoy.
Dealing with problems
It's inevitable that some issue will come up at some point; resolving it effectively and promptly will allow you to win back a potentially lost client. Be kind, put yourself in her shoes, and try to compensate her appropriately.
Training
The beauty industry is constantly evolving, so you should try to stay up to date and learn about all the latest developments to incorporate into your business. Keep training, keep learning new techniques and skills. If you strive to give your best, your clients will thank you for it.
Social Media
Social media is the perfect showcase for displaying your services, products and the results of your work, and it also keeps you in touch with your community, but remember you need to offer tips, recommendations and valuable content to build loyalty among your clients/followers.
We hope you found the content of this post interesting; if you think it could be helpful, don't hesitate to comment and share.
