As a beauty service provider, finding a balance between attracting new clients and catering to the existing ones can be a challenge. But, did you know it can cost up to 5 times more marketing to a new client than retaining an existing one? When clients are loyal to you and your services it means you can spend less time marketing and more time doing what you love!
You can’t build a strong relationship with your clients if you aren’t listening to them before, during, and after the appointment. When you’re fully and attentively listening to the client you’re proving to them that you care about them and their experience.
Before the appointment:
Be honest about your skills. If you don’t feel comfortable with the service, suggest another style or another BSP who you’ve networked previously. This shows your clients you care more about their experience than simply selling them something.
Create creative solutions with your clients. If you can’t create the exact look they want, work with them to find something that they’ll love. Always ensure you and the client are on the same page before you begin the service.
During the appointment:
Do what you say you’re going to do. When it comes to your client’s appearance, they don’t want any surprises. Establish the look you’re going for and don’t stray from that or make too many additional suggestions during the appointment.
After the appointment:
Don’t be afraid to have an honest conversation about the final product. Accept responsibility honestly and humbly if something goes wrong. Then show off those creative solutions again. Listen carefully for phrases like “okay” or “fine” to ensure your client is genuinely satisfied before leaving.
#2: Stay in Touch
Never assume your clients will think of you the next time they need a service done; actually, always assume your clients will need to be reminded you exist at all. Chances are your clients know a lot of places to get that same service done, this is why it’s important to stay in touch.
This can be done through email lists, text lists, and social media. Be sure to include service options, most recent offers, and any business updates when you send content.
Once your clients are connecting with you via email, phone, or social media, it’s important you remain easy to reach. Be sure to reply to direct messages, emails, phone calls, texts, and comments in a timely manner.
See this article from KLYP to learn more about interacting with your clients via social media.
#3: Offer Rewards and Show Appreciation
Reward your loyal customers with loyalty discounts throughout the year. A few good examples are discounted services during the client’s birthday, a small percentage off after booking a certain number of appointments, or holiday deals.
After you’ve given your clients an incentive to return, show appreciation for their business and referrals. These forms of appreciation don’t have to be expensive or over the top. Popular examples of customer appreciation are handwritten notes, small discounts, or samples of a product handpicked by you, for them.
#4: Keep the Experience Fresh and Exciting
For many people, physical appearance is incredibly important, and they’d like to be treated as such during their appointment. So next time your clients walk in, don’t ask the dreaded question, “Same as last time?”
Treat every appointment like they’re getting ready for their wedding, birthday, or another event that will make them feel pampered, special, and important.
It can be easy to get comfortable around a client once the relationship is established, however, this is no reason to stop treating them like a client. Always be sure to have a few new services, products, or looks to offer your clients during their consultation. Changes and updates will leave your clients feeling excited to book with you again to check out what’s new.
#5: Book the Next Appointment
Encourage the client to book their next appointment before they walk out the door. Some business owners and solopreneurs even offer small discounts when they book their next appointment before leaving.
The KLYP app makes it easier than ever to schedule appointments with your clients from their phones. When clients pay through KLYP, they’ll be prompted to book their next appointment with you!