You just wrapped up another successful service, and your happy client hugs you before walking out the door. It’s so easy just to turn and walk away – moving on to the next client without thinking about the last one – at least until they come back again for their next appointment. But to ensure that they return and keep returning, consider the service you provide AFTER they leave the salon. Yes, it extends beyond the salon chair, and it’s up to you to ensure they know that you are committed to them, their hair health, and their overall goals, even after the appointment.
Here are a few ways to keep the service going long after they leave your chair:
Send a thank you, especially to new clients. Either take the time to send a quick email or text to thank them for their visit or set up automatic versions through Automated Emails or Text Message Marketing.
If your client made a significant change, follow up personally to see how they like their hair and ask if they have any styling challenges. People tend to make drastic changes for many reasons, and you want to show your client that you are there for them no matter what.
PRO TIP: Record the styling portion of their service and send the video off to them so they can recreate that look at home
If your client did not buy retail from you while in the salon, let them know that you have an online store where they can shop at their leisure – or at least stay stocked up between hair appointments. Take a moment to send a product recommendation, which will place the suggested products into a cart for them for easy access.
For your most loyal clients, thank them for trusting you with their hair and introduce them to your salon’s rewards program. That’s where they can earn points for each visit, referring friends, or behaviors you want from them: booking online and/or on slower days, prebooking their appointments for the year, or purchasing retail. Your clients can cash in the rewards points later for products or services.
Stay in touch. Send regular communications such as newsletters and announcements, share a trend or styling tip, and keep clients informed about promotions. Mass email and text message marketing make it easy – or you can turn on On-Behalf Marketing through your online store to tell clients about online specials.
Wish your clients a happy birthday with a quick note – or set up birthday greetings using automated text or emails—the same for the holidays.
If your client forgets to set up their next appointment or has not been back to the salon in a while, remind them using automated text or email Due Back and Drive Back campaigns.
Invite clients to special occasions, how-to workshops, or client appreciation events at your salon.
If nothing else, celebrate your loyal clients on the third Friday of May, National Customer Appreciation Day. Send a note, throw a cocktail party, offer a special promotion, add bonus points to your rewards program, or find another way to thank them for trusting and supporting you and your salon over the years. After all, without them, your salon would not exist!
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