How To Keep The Clients That Sit In Your Chair!

By: Jackey Bell Crystal Focus Salon Coaching

Michael Cole once said, “What would your business look like if you kept every single person that EVER sat in your chair?” You would have world domination! Statistics say that repeat client retention is at 80%. What about new client retention? New client retention is at 25%. This means that if you serviced 100 NEW clients in a day, 6 weeks later, only 25 of those NEW clients would return to you. What does this mean? It means that you, as a service provider, need to figure out how to keep your clients and FAST! Otherwise, the time and money that you and your salon spend on attracting new clients is like money rushing out the door every single time it opens.

Today, everyone is looking for a deal! Salon clients are also searching for high-end products and services for the lowest price; which, in most cases, means lower quality. You know this is true, but your client may need to be educated on what they are getting for their money. This is where your opportunity to change the way your clients think comes into play.

Most importantly, do not assume that you have to lower your prices in order to compete or for the client to believe they are getting a deal or better “value” for their dollar. Instead, raise your professional edge up a few levels and change your client’s perception about what they are paying by giving them the ULTIMATE experience. Your client will remain paying the full price, but their experience will tell them that it is worth well more than what they are paying. They may have spent $100, but if their overall time spent in the salon felt like $150, then guess what? In their mind, they got a deal! Chances are they will be back; and, they will “bring” their friends!

Here are my top three “Ultimate Client Experience” tips for you to achieve world domination or at least domination over your chair and whether your clients return:

1. Manage first impressions and blow your NEW client away! Your new client is evaluating the salon before they walk through the doors. Your entire team should be on board. Be bigger, better and different. Here’s some great ways to get you started through your Front Desk:
   1. Address client by name.
   2. Take client on Salon Tour. (See Salon Tours that Sizzle)
   3. Offer additional services and opportunities that are available that day.
2. Provide a Custom Consultation. Taking the time to get to know your client before you start “touching” them is important. Great way’s to make your consultation personal and unique would be:
   1. Sit and face your guest, do not talk to them through a mirror.
   2. Offer the client 2 different looks that they can chose from with two different maintenance plans.
   3. Include pre, post, and during hair treatments that you recommend they include in their scheduled time today as well as offer other services (e.g., eyebrow shaping).
   4. Use tools such as Redken’s Art of Consultation to explain the importance of facial shapes and skin tones when choosing the perfect look!
3. Educate the new client on brand new products. They want to use what you use! Tell them what is coming out, what it is used for, how it would help them with their hair (especially any hair challenges), and tell them which products are your favorites. Here is an easy script that you can start using today:

“I just got back from the Redken Symposium, which is the end-all-be-all hair extravaganza! There are close to 10,000 people at this event and I’m so glad I invested and went this year. It only happens every two years so I save up my pennies because I get so much value out of going. I love hearing about all the new products from the pros. Redken released this brand new line called Nature’s Rescue. In the line, there is the one product called Radiant Sea Spray which would have to be my favorite! I’ve been using it since I was introduced to it and it’s great! It’s very lightweight and the coolest thing would be the little particles of ocean mist scent that burst every time you tousle your hair! I love it!”

The KEY in all these tips is to be excited and believe in what you are saying. Offer recommendations that you believe will ultimately help your client. If you speak truly and honestly, your client will not only pick up on it, but they will also develop trust in you.  Clients are looking for a home. Be bigger, better, and different and deliver them an ultimate experience that they will be forced to talk about!

If you need an additional boost to get you started and motivated, then check out Success Insights for Stylists to help you achieve your dreams and understand what it takes to stay ahead of your competition!

If you weren’t able to make it to the REDKEN Symposium, you can go online and check out the classes that you missed. Just visit, www.redkensalon.com.

For more information regarding creating the ultimate experience contact me, Jackey Bell, at Jackey@crystalfocus.com.