Business tips

Encourage your clients to come back using a simple customer service checklist

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Encourage your clients to come back using a simple customer service checklist

You have excellent services, a wonderfully decorated salon and a great team of experienced professionals. Your customers seem to be happy and appreciate the service, but… they don't come back as often as you would like them to. Looks like you forgot that even truly satisfied customers need a bit of motivation to rebook a visit. It is your role to keep in touch and encourage them to come back. What can you do?

For a good start, you may want to create a simple beauty salon customer service checklist. Get your team on-board and make sure they don't forget about the basics when attending the customer.

1. Save contact details

Contact details such as phone number, email and address are obligatory items in your customer profile. After all, you need them to stay in touch with the client. Ask for full contact details during the client’s first visit, and make sure you verify them consistently. Even the most creative promotional campaigns have a chance to be successful only if your database is accurate and up to date.

2. Grow your mailing list

When you type the client's email address into your system there is just one more short question to ask: “Would you like me to add your email to our monthly newsletter, so that you can be up to date with all specials and new offers we have for you?” How simple is that? Now, by sending attractive email messages, you can encourage your clients to schedule their next appointment.

3. Invite your customers to a loyalty program

A well designed loyalty program is a way to build lasting relationships. Invite your clients to be a part of your community. Spend a few minutes with each of them to explain profits and present rewards. And remember – a loyalty program will help you gain not only regular customers but a brand advocates who will recommend your services.

4. Don’t forget to rebook

Most clients won’t think about a future appointment when they have just finished one. It is your role to remind them and to rebook them straight away. If they are happy with your service, they will do it without any hesitation. An automatic appointment reminder sent directly from your system will help them when the time comes to show up again.

5. Ask for feedback

Measuring your clients' satisfaction is a win-win situation for you. Either you get positive feedback that will boost your team's morale, or you learn what your weaknesses are and what you need to improve. If you use good beauty salon software like Booksy, a feedback request will be sent to your client right after the visit, and once submitted, their review will be available in your Booksy online booking profile. Positive customer reviews are the most valuable publicity, so let your clients spread the word about your great service. It will help attach them to your salon and it will be very difficult for them to say no when you invite them for the next appointment.

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Take advantage of automatic appointment reminders and marketing campaigns, digital questionnaires, gift cards management and other great features that will help you increase customer retention and grow your business.