Guest Retention is Key!


Guest retention can literally make or break your business!   
In the Beauty Biz we are selling way more than a fabulous service.  We also, need to build relationships and deliver an Amazing Experience.   



1.  The Service.  Are you constantly focusing on the quality of your work?  Pay attention to the detail.  Take time during your consultation, make sure your shampoos are amazing!  Keep your work area and guests clean, sections should be precise and color only on the hair.   Attend advanced education to stay current and up to date.  Guests love to know you are staying on top of your Beauty Game.  Plus, it will help inspire you and help give ideas for change.  Guests love to know your suggestions for them.  
2.  The Relationship.  People buy from People!  Genuinely caring about each guest is something that cannot be trained.  It comes from the heart.  Every time a guest sits in your chair, think about how you can make their day, call them by name.  Let them know you appreciate them.  Thank them for coming in, let them know you enjoyed doing their hair.  A simple Thank You goes a long way and Don't forget to invite them back.  
3. The Experience.  It is essential that the guests experience exceeds their expectations.  The experience begins the minute they check out your website or Instagram page and goes all the way through to the follow up call or Thank You note.   Are you professional?  Professionalism should show in everything you do.  How you dress (are your clothes stylish and clean), how you style your hair, how you keep your tools, how you walk, talk, carry yourself and present yourself on social media.  Professionalism needs to permeate in everything you do!

Let's face it their are a lot of peeps in the Beauty Biz out there.  Are you doing what is takes to set yourself apart?   
"It is not the employer who pays the wages.  Employers handle the money.  It is the customer who pays the wages."  
- Henry Ford

Happy Flourishing!
XXOO


PS.  Here are a few other boring numbers to support the importance of retaining your guest you are interested ;-)
• It is six to seven times more expensive to attract a new customer than it is to retain an existing one. – ThinkJar
• The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. – Marketing Metrics: The Definitive Guide to Measuring Marketing Performance
• If satisfied by the customer experience, 73% of consumers will recommend a brand to others, and 46% say they will trust that brand’s products and services above all others. – SDL Global CX Wakeup Call Report

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