THE YEAR OF RETENTION OF CLIENTS AND RETENTION OF YOUR TEAM
What do you have in place this month to focus on retaining your clients? A simple idea is to think of ways to say thank you.
Thank you for coming to our salon
Thank you for recommending your friend
Thank you for being patient, as I needed to keep you waiting
Thank you for being such a loyal client
Thank you for the feedback
Thank you for your testimonial
There are so many reasons to thank your clients and to make them feel special. It might be just simply by saying “thank you” or you may have other ways of doing it. As long as you remember how important it is. The single biggest reason a client will leave you is when you fail to make them feel special.
WHAT IS INFLUENCING YOUR CLIENTS TO SPEND IN AUGUST?
We are surely living in a changing world. Everything is moving so fast and if you, as a business owner are not looking at what your client’s new needs are, you are going to get left behind very quickly. Your clients don’t need the same as they did a year ago. They have changed. Have you?
An exercise to check that you are moving forward:-
Write down 3 things you have changed in your business in the last 3 months
Write down 6 things you have changed in your business this year
It should take you only a few minutes to think about the answers. If you have implemented new and different things they should be easy to identify because you should still be excited and they should be focus points within your business. Don’t introduce something new and let it die.
If you can’t make a list, you need to move your mind into change mode. To assist, you must be aware that in today’s market your clients want to buy:
§ What they need
§ They make decisions totally based on their needs, so be sure to show the value you can provide to them
§ They are also making decisions based on expertise and education, so include this in your marketing and conversations with them
If your marketing and client services are not hitting this target you will probably be experiencing a downturn in client numbers. Time to make some changes.
‘THINK ABOUT IT A MOMENT
When you train your clients to buy based on price they become loyal to the bribe and not loyal to you.
That being the case, they will always follow the salon offering the best bribe, so you cannot regard these people as clients, merely as itinerant, casual purchasers.
The more you talk about your price, the lower it needs to be, to be your stand out point of difference.
Focus on quality and the wonderful results you get and the amazing service that makes you stand out and you will have more loyal clients than if you attract with the lowest price.
IT’S NOT THE SITUATION THAT MATTERS, BUT THE WAY YOU REACT TO THE SITUATION CHANGES EVERYTHING!
Check out this web site. Great for tanning dresses but they have just released a new range that is also suitable for staff salon wear. Great quality I am told and stain resistant.
A GOOD THOUGHT!
The truth is that stuff happens in your salon and all around us every single day, good and bad. It is not about the stuff that happens. Your success is hugely based on your reaction.
Sometimes when faced with a situation that looks almost impossible to get through, we feel there is absolutely no solution and we can become ‘Negative Nancy’, but the reality is that we decide what we become and we can choose to react to the situation positively or negatively.
It is totally up to you how you respond and react to a tough situation. You need to win and have a resolution that is positive. If you get aggressive or angry the chances are you will never win. Sometimes to get the result you need, you have to be prepared to give a little and be flexible. A good question to ask yourself “Do I win the tough challenges as manager or do I give in or give up?”
EXCITE, EDUCATE AND MOTIVATE YOUR TEAM – MIG WORKSHOP
Delivered by Faye Murray in conjunction with MIG College Brisbane.
This program is designed for all salon staff from juniors to the most experienced. You will learn new ideas and be excited to offer the best client service.
Delivered over 90 minutes. 6.00pm to 7.30 pm
Tuesday, 23rd October – Are You Good Enough To Win and Retain Clients
Your investment: $59 per person
Venue: MIG College 12 Mt Gravatt-Capalaba Rd Upper Mt Gravatt.
Bookings: MIG training on (07) 3349 6538 (numbers will be limited)
12 WEEK MANAGEMENT COURSE - ARE YOU THE BEST MANAGER YOU CAN BE?
PREVIEW OF MANAGEMENT SESSION 3
Do you want loyal clients and a loyal team?
This session will show what you can action so that your team will love working in your salon and will be prepared to do what you need them to do because they want to do it, not because you are a policeman and you say DO IT. Learn how you can get the extra 20% effort to get 20% more in results from your team and how this will retain more clients.
• You can’t build client loyalty without team loyalty
• What creates team loyalty and client retention?
• What your clients expect and how to get their feedback
• What should the goal be for good client retention?
• Identifying who is right for your team
• Salon strategies for building a super team culture
PREVIEW OF TEAM SESSION 3
How to get your clients to say yes to products
I have had great success when working with this subject because I have proven that if you have the right attitude and use the right words you can get great results. I am not going to teach you to “sell”. You will learn to be sincere, consistent and truly believe in what you recommend and success will happen. Repetition is important to get this to happen, so replay this video often with your staff members who you feel could benefit from this session.
For content info and registrations please click here https://yourcoach.net.au/management-program/
SPRING IS ALMOST HERE
Spring is a great time for change. The fashion this Spring is just so nice. The colours are beautiful and I can’t remember accessories ever being so exciting. Have you seen the shoes? When we have a great fashion story that is really soooooo very different to the preceding winter this means people will be receptive to change.
Can we all agree we recognise it is a change time? What are you about to change in your salon?
Some questions to ask yourself
Does your salon say we have some new things?
Are you thinking about your Spring marketing?
Does your marketing plan include in-salon Spring messages to remind clients about “How to get into Spring”. New looks, new colours. Treatments to get hair and skin healthy and alive.
ECO FRIENDLY SHOPPING BAGS
I have been asked recently where to buy this type of bag. Well I have found a great company in Melbourne. They have some nice designs and the price is also very acceptable. www.ecobagswholesale.com . Hope this is a help to you. Many clients want to contribute to the environment so this is a way for you to say you also care. An acceptable question to ask is “Would you like a bag?” I know I say no where possible when asked this question.