You've heard the old theory that once you have a client visit 3 times, they are yours for life! BULLSHIT! You constantly have to work at it.
Clients aren't as loyal as they used to be. SOME ARE, Yes! But not the majority!. I'm not telling you to discount and all that other rubbish that people thinks goes into a clients decision making process because that's NOT how you get AND KEEP the good ones. If you saw our blog "Marketing Part 1 - Referral Programs", you're a champ and this is step 2 in our marketing series. If you didn't, click above to get with the program. .Here we go.... You got them into your salon for the fist time. Yay! Go you! Now you have to keep them! Hopefully, you have a highly competent salon software system. (If not, we will be blogging about the best ones very soon). If you don't have a computer system, unfortunately there's not a lot of easy, fast, cheap and free marketing you can do simply. You need to join us in 2015! Your competition are using them! If you do have a computer system, capture as many details as you can.
Now you have to say Thank You! We recommend you say Thank You in 3 different ways and at 3 different times. 1) 1 day after first visit. Set up a "Thanks for your visit. It was so nice to meet you" SMS on your computer to automatically be sent out the next day. This is important as the client still has that "Oh I feel so fabulous with my fresh new do". It makes the client feel special and gives them that "Awwww...' feeling. 2) 3 - 5 days after their first visit, get the stylist who did their hair or a Senior member of staff, to phone the client just to "check in". This is to see how they are managing their hair and if they were happy with the service and the out come. Remind them, that if they are not 100% happy, they are more than welcome to come in for a "health check" and possibly rectify any issues, complimentary of course. 3) After 1 week, post out a "Thank You" card with an offer with an expiry date of 8 weeks from their first visit. The Thank You card and offer needs to be put in a handwritten envelope. Think about it, when you check the mail, you always open the handwritten envelopes first, don't you? If they re-booked, this will REALLY encourage them to return and feel special getting a "Thank You" deal from you. If they didn't re-book on their first visit, it encourages them to return before their hair looks too shitty and you can make them look FABBO again! Make sure they re-book this time. You need to train your clients from the start! If you follow our suggestions, you are well on your way to growing a loyal, respectful clientele that will appreciate you as much as you appreciate them. Even if they do try somewhere else, they won't get THIS level of professionalism. Create an experience. Create fabulous hair. Create the salon of your dreams! * Images and content are copyright and owned by hair pty ltd.
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