{"id":123053,"date":"2023-01-20T13:00:00","date_gmt":"2023-01-20T13:00:00","guid":{"rendered":"https:\/\/www.phorest.com\/?p=123053"},"modified":"2023-04-20T08:54:44","modified_gmt":"2023-04-20T08:54:44","slug":"fully-booked-salon-client-retention","status":"publish","type":"post","link":"https:\/\/www.phorest.com\/ca\/blog\/fully-booked-salon-client-retention\/","title":{"rendered":"How To Be Fully Booked Thanks To Salon Client Retention"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">If your salon has a steady stream of loyal guests coming through its door, you can probably stop continuously chasing new customers and focus a little more on your salon client retention rates. You\u2019ve done all the hard work already! Plus, a mere 5% increase in client retention can boost profits by 25%.<\/span><\/p>\n<p style=\"text-align: justify;\"><strong>Huge, isn&#8217;t it?<\/strong><\/p>\n<p style=\"text-align: justify;\"><!--more--><\/p>\n<h2 style=\"text-align: justify;\">First-Time Client Retention In A Nutshell<\/h2>\n<div class=\"page\" title=\"Page 3\">\n<div class=\"layoutArea\">\n<div class=\"column\">\n<p><span style=\"font-weight: 400;\">When tracking your salon\u2019s numbers, your client retention rate should be considered just as important as your service revenue, retail revenue, and employee retention rate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">First-time salon client retention is the percentage of first-time customers that return for a second visit within a specified period (usually ninety days). The metric measures your salon\/spa\u2019s quality score and your consistency. This figure can be calculated manually or by using a salon software system such as <\/span><a href=\"https:\/\/www.phorest.com\/ca\/\"><span style=\"font-weight: 400;\">Phorest,<\/span><\/a><span style=\"font-weight: 400;\"> which calculates it automatically as part of its <\/span><a href=\"https:\/\/www.phorest.com\/us\/features\/salon-accounting-software\/\"><span style=\"font-weight: 400;\">reporting functionality.<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Say, for example, If your salon\/spa\u2019s first-time retention rate is 40 percent. That means that 60 percent of the first-time clients you fight hard to attract are not returning. That rate also indicates that your salon\/spa might lack <\/span><span style=\"font-weight: 400;\">customer journey consistency<\/span><span style=\"font-weight: 400;\"> and gives a great benchmark of what\u2019s working well vs what needs to improve.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Based on Phorest\u2019s research of the salon industry, we\u2019ve calculated the following approximate salon industry benchmarks that are good targets to aim for.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>New Client Retention: 30%<\/b><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Existing Client Retention: 68%<\/b><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Overall Client Retention: 58%<\/b><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<h2 style=\"text-align: justify;\">How Can I Boost My Salon Client Retention Rates?<\/h2>\n<p><span style=\"font-weight: 400;\">Another important number to keep track of when it comes to your salon business is request tracking, which is not necessarily the same as client retention. Request tracking measures what staff members are being requested by certain clients, not how many first-time clients return to your business for a second visit. A client coming back to your salon, but to a different stylist, for example, will not affect your salon\u2019s retention rate \u2013 but it will change your stylist\u2019s personal retention rate. Keeping tabs on this can show what staff members are doing well, offering excellent customer service, and helping increase your client retention rate overall. These staff members should be rewarded for their work and can help train team members who may be lacking when it comes to client retention<\/span><\/p>\n<h2>Our Top Tips for Boosting Client Retention include:<\/h2>\n<h3>Offer to pre-book every client, every time<\/h3>\n<p><span style=\"font-weight: 400;\">Don\u2019t be shy to <\/span><a href=\"https:\/\/www.phorest.com\/ca\/blog\/reasons-value-rebooking-clients\/\"><span style=\"font-weight: 400;\">ask your client when would suit best for the next appointment<\/span><\/a><span style=\"font-weight: 400;\">. It\u2019s not pushy; it\u2019s more like a <\/span><i><span style=\"font-weight: 400;\">\u201cwe want to make sure to keep your beautiful color, so let\u2019s top it up in 6 weeks.\u201d<\/span><\/i><span style=\"font-weight: 400;\"> The more you know about your client\u2019s booking habits, the easier it\u2019ll be to pre-book. Even if a client isn&#8217;t ready to rebook while in the salon, organise some pre-scheduled <a href=\"https:\/\/www.phorest.com\/ca\/features\/salon-marketing-software\/\">salon marketing<\/a> campaigns that encourage them back in when they are due.<\/span><\/p>\n<h3>Make sure to listen<\/h3>\n<p><span style=\"font-weight: 400;\">Every client that walks in your salon door wants to feel heard. It all <\/span><a href=\"https:\/\/www.modernsalon.com\/376160\/tabathas-tips-on-the-perfect-consultation\"><span style=\"font-weight: 400;\">starts with a consultation<\/span><\/a><span style=\"font-weight: 400;\">, and continues with top-class communication throughout the service that your staff provides. Your client needs to receive what is asked and feel like they are being listened to during their service. Catch on to your customers\u2019 cues, desires, and interests, and they will be more likely to rebook.<\/span><\/p>\n<h3>Make a good first impression<\/h3>\n<p><span style=\"font-weight: 400;\">When your team has <\/span><span style=\"font-weight: 400;\">policies and guidelines to follow<\/span><span style=\"font-weight: 400;\">, your services and experience will be more consistent across all platforms. Ensure staff training is up to date and hold regular catch-ups with your team to ensure protocols are being followed to make every client feel like they\u2019ve been treated with the same care. You\u2019d be surprised to see how quickly you can lose a first-time client because of a difference in service and attention. Similarly, when clients trust that a service will be of a certain level every time they avail of it; they\u2019ll be more likely to return.<\/span><\/p>\n<h3>Make the salon experience easy on your client<\/h3>\n<p><span style=\"font-weight: 400;\">You already know this, but your clients are busy and stressed. They want to visit a salon that feels like a relaxing escape, not another task to tick off their to-do list. Writing<\/span><span style=\"font-weight: 400;\"> down their habits and preferences<\/span><span style=\"font-weight: 400;\"> (it can even go down to how they like their coffee!), and offering any other little things that make their experience incredible will have a direct effect on your salon client retention rates. Similarly, offering features like <\/span><a href=\"https:\/\/www.phorest.com\/ca\/features\/online-booking\/\"><span style=\"font-weight: 400;\">Online Booking<\/span><\/a><span style=\"font-weight: 400;\"> or a <\/span><a href=\"https:\/\/www.phorest.com\/ca\/features\/salon-booking-app\/\"><span style=\"font-weight: 400;\">salon app\/<\/span><\/a><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.phorest.com\/ca\/industry\/barber-shop-software\/\"> barber app<\/a> <\/span><span style=\"font-weight: 400;\">to allow clients to book on their own time makes the experience easier and more enjoyable; encouraging them back.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><\/h3>\n<h3>Get feedback<\/h3>\n<p><span style=\"font-weight: 400;\">Feedback from your team and customers can help you see what needs to be improved on while <\/span><span style=\"font-weight: 400;\">developing your teamwork<\/span><span style=\"font-weight: 400;\"> and increasing retention at the same time!<\/span><\/p>\n<h2><\/h2>\n<h2>The Phorest Salon Software Client Retention Formula<\/h2>\n<h3>Step 1: Identify (Target)<\/h3>\n<p><span style=\"font-weight: 400;\">The first step to client retention is to track who is coming back and who isn\u2019t. You\u2019ll also need to identify why they are or not coming back. The more you pay attention to this step, the easier it\u2019ll be to reconnect with them admitting they start lapsing. This can be found in the reporting section of your Phorest system.<\/span><\/p>\n<h3>Step 2: Reconnect (We&#8217;ve Got A Feature For That!)<\/h3>\n<p><span style=\"font-weight: 400;\">If you are a Phorest client and haven\u2019t tried it yet, <\/span><a href=\"https:\/\/www.phorest.com\/ca\/features\/salon-crm-software\/\"><i><span style=\"font-weight: 400;\">Client Reconnect<\/span><\/i><span style=\"font-weight: 400;\"> is a leading tool in the industry to increase salon client retention.<\/span><\/a><\/p>\n<blockquote>\n<p style=\"text-align: justify;\"><strong>Case study:<\/strong> Last summer, Baroque Hair in Harrogate sent an SMS to a select list of clients using Phorest\u2019s <em>Client Reconnect <\/em>tool in the marketing section. It was a super smart campaign by the team of stylists<em> (they knew exactly who they were targeting and why)<\/em>. Firstly, they targeted two client categories: cut and style and also color clients <em>(i.e. clients who have had one of these services with the salon in the past)<\/em>. <strong>From just \u00a35.06 of sent SMS, they generated over \u00a35000 by getting clients back in!<\/strong><\/p>\n<\/blockquote>\n<div style=\"text-align: justify;\">\n<p>This could be the case of your salon too!<\/p>\n<\/div>\n<div style=\"text-align: justify;\">\n<h3>Step 3: Reward (Loyalty Programs)<\/h3>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.podbean.com\/media\/player\/bzecu-6eab9a&amp;?from=site&amp;skin=1&amp;fonts=Helvetica&amp;auto=0&amp;download=0&amp;share=1&amp;btn-skin=111\" width=\"100%\" height=\"100\" frameborder=\"0\" scrolling=\"no\" data-name=\"pb-iframe-player\"><\/iframe><\/p>\n<div class=\"page\" title=\"Page 12\">\n<div class=\"layoutArea\">\n<div class=\"column\">\n<p><span style=\"font-weight: 400;\">Phorest\u2019s salon-specific loyalty program, the <\/span><a href=\"https:\/\/www.phorest.com\/ca\/features\/salon-loyalty-program-software\/\"><span style=\"font-weight: 400;\">Treatcard Loyalty <\/span><\/a><span style=\"font-weight: 400;\">Program, is a fantastic way to attract loyal clients\u2019. The program allows clients to earn points for every dollar they spend. Once they\u2019ve reached a certain number, you surprise them with a free treat in the form of a service or product. However, here\u2019s the key to its success: you only reward them with something they\u2019ve never had before. This way, you introduce them to something new and make them more likely to come back to buy that product or service at full price.\u00a0<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n<p><span style=\"font-weight: 400;\">Interested in learning more? <\/span><a href=\"https:\/\/www.phorest.com\/us\/contact\/\"><span style=\"font-weight: 400;\">Contact us<\/span><\/a><span style=\"font-weight: 400;\"> for more information! Not a Phorest Salon Software client? Why not <\/span><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.phorest.com\/ca\/custom-demo\/?request_type=Demo%20request\">book a demo<\/a> <\/span><span style=\"font-weight: 400;\">to see what the hype is all about. Got feedback? Let us know either in the comments below or on <\/span><a href=\"https:\/\/www.instagram.com\/phorestsalonsoftware\/?hl=en\"><span style=\"font-weight: 400;\">Instagram<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p>Thanks for reading! #LetsGrow<\/p>\n<hr \/>\n<h5>This post was originally published in August 2016 and has been updated for accuracy and comprehensiveness.<\/h5>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Here in Phorest, we firmly believe that if your salon has had over 3000 clients through its door, then you should stop continuously chasing new customers and focus a little more on making sure these customers are coming back. You have done all the hard work already. It&#8217;s a natural thing to lose clients, but according to CTL Europe, a 2% increase in client retention has the same effect on profits as cutting costs by 10%. Huge, isn&#8217;t it?<\/p>\n<p>For a quick second, I want you to picture the magic beanstalk in your mind. Why? See, salon client retention and customer loyalty are very much related. Your customer, on the first visit, starts at the bottom of that beanstalk. What happens after, whether he climbs it up or not, depends on many things all mingled up in one: your client\u2019s experience in your salon.<\/p>\n","protected":false},"author":25,"featured_media":120683,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9672],"tags":[11749,9942,10306,11750,10601,10266,11751,11748,10511],"class_list":["post-123053","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-loyalty","tag-beauty-salon-ca","tag-business-coaching-ca","tag-client-retention-ca","tag-education-2-ca","tag-hair-salon-ca","tag-loyalty-ca","tag-nail-salon-ca","tag-retention-marketing-2-ca","tag-salon-ca"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How To Be Fully Booked Thanks To Salon Client Retention | Phorest<\/title>\n<meta name=\"description\" content=\"Did you know that acquiring new customers can cost as much as 5X more than increasing your salon client retention rates? 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