Tips on how to Market your Salon
Part 10 Send a 3-week follow-up message or give clients a courtesy call.
Don’t let those clients who don’t rebook go somewhere else. Some clients just can’t plan their lives so far in advance and a courtesy email/sms might just be the thing that reminds them to rebook with you instead of just running into the next salon they see. Being at the top of mind for the clients that can’t seem to book in advance is the best way to ensure they stick with you. Eventually, you will get that busy that you won’t have last min spots available for those clients but the ones that love your work will then make an effort to book in in advance.
Customer service is the lifeline of any business, and an efficiently managed customer service system contributes a lot to improve the success of a business. Try and plan these follow-up emails/sms’s in your schedule to ensure that they get sent. Work on a template for these messages so that it takes up as little time as possible and start making it a habit. Have a chat with the support team of the software you use as I am sure they will have an automated system for these types of emails/sms’s which will make your life easier. If you don’t have an automated system taking care of your appointment reminders then try and put some time aside when sending your appointment reminders to send these messages as well.
Another useful customer service tool is a courtesy call. A strong emphasis on good, helpful communication can carve out a place of respect for your small business. Courtesy calling is a nice way to remind customers of upcoming appointments, check that they are happy with the service received or even just to say happy birthday. However, it is important that the courtesy call be made the correct way. Customers don’t like receiving unsolicited sales calls, especially if they already do business with the company but a courtesy call is acceptable. The aim of your courtesy call should be to build a relationship with the client. If it’s a new client it also gives you the opportunity to see if any part of your service can be improved and to get feedback on the whole customer experience.
As mentioned in previous posts, clients love doing business with people, not companies and courtesy calls, emails and sms’s go a long way to building that person to person relationship. It’s something that takes up little to no time but will help build customer loyalty and improve client retention. We all know it’s easier to keep a customer than it is to try and attract new ones.