4 ways to keep a loyal customer base
To maintain a steady and loyal customer base in your beauty business, it’s essential to provide exceptional customer service to both new and returning clients. Here are four key tips to remember when it comes to retaining customer loyalty:
1: Prevent missed appointments
Confirm the time with your client 24 hours prior – either by text or over the phone.
When a client misses an appointment without warning, it’s a good idea to reach out to them via phone to check in and show your concern. Additionally, ask if they would like to reschedule, as this helps maintain their loyalty to your business.
2: Take the time to get to know your client
The number one rule when handling any client is to always remember their name. Clients appreciate when you take the time to learn about them, particularly when asking relevant follow-up questions during their next visit, such as inquiring about their holiday or birthday.
Remembering key details about your clients helps create a deeper bond, leading to increased loyalty and reducing the likelihood that they will seek treatment from other therapists.
Be sure to use your consultation cards to make notes of personal details to ensure your client’s treatment is tailored to them. You can also use them to identify any contraindications that could affect future treatments.
3: Avoid swapping appointments
Moving a client’s appointment without proper communication and consideration can severely damage their trust in your service. Displeased clients may also share their negative experiences with others.
It’s best to avoid moving an appointment unless the client specifically requests it. If an unexpected change in schedule is necessary, ensure the client is fully informed with ample notice and seek their approval before proceeding. This helps maintain their sense of control and involvement in the decision.
4: Stay positive!
An upbeat attitude can help to uplift your client and leave them feeling happy and refreshed after their treatment. They’ll be eager to return to relax and recharge.
It’s important to remember that clients may arrive at an appointment after having a bad day, and their behaviour may reflect this. Remain positive and professional when dealing with an upset client, as they may not be aware of their attitude.