You know the feeling you get walking into your favourite coffee shop, and the barista flashes you a grin? Or the wait staff greet you by name because you’re a regular? It’s a nice feeling, right?
That feeling is a mix of appreciation, warmth, and knowing this cafe and its team value you.
Your lash clients should feel the same whenever you connect with them, whether that’s over the phone, via text or email and especially when they come in for a treatment.
If you’ve been somewhat slack, or let your customer service A-game fall to the wayside, it’s time pick up the pace.
Why You MUST look after your existing clientele:
-
It’s MUCH easier retaining the clients you already have, than finding new ones
It takes a lot of effort to attract new ones (and money if you are advertising).
Remember the day when you had no clients? When you started your biz? It was a challenge to get the ball rolling. Don’t undervalue or appreciate the clients you already have.
Not looking after your existing loyal clientele is like filling a bath (your business) with water (your clients) and you leave the plug out! #epicfail
Wherever you invest your time and energy, that area of your business will flourish. You don’t have to become BFF’s with your clients.
You can, however:
– Follow up with them
– Make them feel important
– Listen to them
– Empathise with them
All the above, IS going the extra mile for your customers. They’ll appreciate it – a lot!
-
Stay connected with clients outside of the salon
Today, there’s no excuse for not keeping in touch with your clients. With a range of virtual communication platforms and offerings at your fingertips, you simply need to be organised and choose your communication channel of choice.
Social media: Where does your clientele hang out? Instagram, Facebook? Pinterest? Wherever they are, you should also be.
Salon newsletter: Building a database is hugely valuable. Capturing new and existing client details at their appointment is easy. Add them to a newsletter list. Keep them up-to-date with salon news, the latest treatments or products available. If you write a blog with handy lash or beauty tips, include the link in your newsletter.
Blog writing: Write regular blogs. Even if it’s once a month, it gives your clients something to look forward to reading. Provide useful information that’s going to add value to their day. And, if you’re consistent (you should be) as your social audience and database grow, your readership will too. Soon people will be eager to read your next blog.
Rewards & Celebrations: Consider implementing rewards, vouchers or special offerings for birthdays, seasonal holidays, the salon’s birthday or a thank you for being a regular client for X-amount of time. People appreciate the little things; it shows you care.
You don’t have to start with everything all at once. Choose 1-3 actions you can be consistent with and implement this into your salon customer service strategy.
Want more info on how to retain customers and build a loyal client base?
