The Key to Client Retention is Follow Up

Do you find that most of your salon or spa clients are regulars or “one-offs”? How do you convert more of those one-time only clients into regular guests? Get them connected! Not sure how to get connected, here are some ideas!

Build Email List
Get the email address of every single customer that enters through your salon or spa doors. This simple act automatically turns a customer into a contact. If you are not building an email list you are not growing your business.

Offer a Loyalty Program
An attractive loyalty program provides guests with perks and rewards starting on the first visit.

EXAMPLE SALON LOYALTY PROGRAM STRUCTURE
1) Service and Retail Purchases
- 1 point for every dollar spent on services
- 2 points for every dollar spent on retail
- 2 points for every dollar spent on series/packages

2) Pre booking Appointments
- 250 points for reserving and maintaining your next appointment at check out

3) Refer a Friend Bonus
- 1000 points for referring a new guest to the salon

Details:
100 points is equal to $1.00. Points are eligible to be redeemed for services only. 1000 points is the minimum threshold to redeem and has a value equivalent to $10.00. 

Rewards expire after one year of account inactivity. In order to receive the referral points a new guest must state who referred them on their first visit.

EXAMPLE SPA LOYALTY PROGRAM STRUCTURE
 1) Loyalty Card
A loyalty “punch card” that offers 1 free service after 10 is perfectly suited for massages, facials, manicures, and waxing.

2) Pre booking Appointments
To entice pre booking at checkout offer the loyalty card immediately and include the service just provided towards the free service.

3) Artificial Advancement
Increase customer retention by offering the first service plus the service they pre booking as rewards {punches on the loyalty card}. Customers are more likely to complete tasks when closer to the finish line, starting the loyalty card with 2 punches is great incentive for recurring appointments.
Artificial advancement has the best effect when there is a clear reason why the client is receiving the bonus such as new client incentive, loyal guest appreciation or a special sale. One-off clients who don't have a massage habit, may just develop one after receiving a regimen of massages.

Email Follow Up
Start implementing a repeat visit email marketing strategy the day after a salon/or spa service. 

1) 1 day later - Send a helpful email with important advice regarding color maintenance,  style maintenance tips, or to keep hydrated after a massage. 

2) 1 week later - Send an email where they just check in with the customer. No sales pitch. Nothing. Just a simple email asking them how they’re doing, and then share some data / research about the importance of getting a massage regularly.

3) 2 weeks later - Send an email invitation to join your loyalty program to get them to continue to buying/booking (if you were not able to sign them up in-salon).

Follow-Up is Key
What do you do to turn new customers into repeat customers? Follow-up is the key. 

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