How to get more salon clients to rebook? Today we’re talking about strategies you can use to get more clients to rebook their appointment.
My: What I’ve been discovering this last year at the salon is that having loyal customers is more important than ever.
So I’ve been thinking. Okay. What’s keeps the customers coming back or booking a new appointment when they’re in the salon. So I think I’ve discovered some good tips for you.
John: And I look forward to hearing your tips. Generally, acquiring a new customer is always more expensive and requires more effort than keeping a customer loyal.
Someone said I don’t have the exact source now, but it’s seven times more costly to acquire a new one than to keep an old customer.
Are we focusing on loyalty, and how do we drive up loyalty? Cause if we get our customers to stay longer, the value for every new client that comes in will be higher, right?
Because they’re going to stay for more appointments, and I think out of all the things you can do to drive loyalty, the simplest and easiest way is really to make sure you get them to rebook back in after their appointment.
We’d love to hear if you have some strategies and tips that you’ve been working with to get clients to rebook,
1. Bring Up a New Appointment while the Salon Client is Still in the Chair
My: One of the biggest things is that we always discuss a new appointment while the client is still in the chair.
When we decide what we’re going to do today, we also discuss what we’re going to do in the future with the client’s hair. So that you create that type of engagement with the customer that the customer feels that, okay, this hairdresser cares for my hair. She had already planned what she would like to do with my hair.
So the customer doesn’t think that you want her to book a new time. You create a relationship with the customer, and you talk; oh, this would sit well on you. And when this fringe has grown out a bit, I think this haircut would suit your face. Maybe we can try out that in the spring.
So you talk already like it’s obvious that they’re going to book in your time already in the chair. So when you come up to the counter, and they’re going to pay, they already think that, okay, I’m going to book a new time. We already discussed that.
John: You make the whole should we rebook discussion disappear because you’ve already prepared them, and it’s already part of the plan. When you go check out, it’s just about finding the time.
2. Make the Salon Customer Feel that You care for Them
My: The customer should think; They care for the future of my hair.
– Maybe you should have a cut next time also.
– Maybe you should try this treatment, and we can see if it suits your hair next time.
So that they feel you make the barrier lower for them to book a new time.
John: That’s great. And obviously, you’re the owner of the Salon. But this is a conversation that every stylist working for you needs to have.
How did you make sure that conversation was happening? What are you doing to make that happen?
3. Develop Personas for Different Types of Salon Clientele
My: We have at least two kick-offs or conferences per year with the salon staff where we don’t do hair things.
We do personas for different types of clients, how to reach them. How’s the consultation, what kind of vibe do we want to send, and how do we get the clients back?
So we discuss this a lot because I think this is a significant part of how you get the clients back? It’s not just about the hair. How do you talk to the clients?
John: Yeah, I think that’s so cool. And that you do that offsite and talking about these business things, I think we could even do an episode about it.
So I think that’s great. It’s really like preparing the client in the chair right and building a plan together. So it’s not about booking anymore.
It’s just about the benefit that you’re delivering and how you need to do that over a set of appointments.
4. How to Talk about Rebooking at the Counter
My: And also when you’re at the counter where you’re going to charge the customer, you can say:
– Okay. Maybe we’ll be good, like in eight weeks or so, you know that you’re going to have to get the hair done again.
We can book the time, and if the time doesn’t fit, you can always email us and change or chat with us on our website. It’s easy for you to change it if it’s not suitable.
So the customer won’t feel like they’re locked in. And also, I always say it’s easier if you book now you can get the appointment.
That’s good for you. If you try later, it will be full. It’s harder for you to get the time that suits your schedule.
John: Yeah. And I know that’s very true for you at your hair salon, right? Cause your books are full.
The client, when you have them in the salon to get them to rebook, that’s the most straightforward. And it’s a strategy to build that loyalty and get more of the clients coming back.
And if you do that over time, that can make a big difference to your business. That’s going to be necessary.
And if you want more tips and more ideas on how you can increase loyalty and get a higher client retention rate make sure you also follow The Salon Business YouTube channel. There’s also a free guide available.