Keep Your Clients Coming Back: Connecting Between Salon Visits

Ever wonder where your favorite clients went? It happens to all of us. You realize you haven’t seen a familiar face in the salon chair for a while. While it’s easy to worry they had a bad experience, there are many reasons clients might take a break. Our digital marketing partner, Salon S.O.S., is here to share some reasons why clients might skip a visit, and more importantly, how to gently reconnect with them (often using digital) to keep your salon top-of-mind, and continue connecting between salon visits.

WHY CLIENTS MIGHT DISAPPEAR (IT’S NOT ALWAYS YOU!)

Life throws curveballs, and sometimes salon visits fall by the wayside. Here are a few reasons a client might be MIA:

Evolving Needs: Maybe your salon offerings haven’t kept pace with their evolving hair goals. Staying current with trends, education, and technology shows you’re invested in providing the best possible experience.
Communication Breakdown: Miscommunication can lead to disappointment, impacting their overall experience. Encourage open communication throughout the appointment to ensure they’re happy with the service and cost.
Life Changes: Location or budget changes can put salon visits on hold. These are factors outside your control, but staying connected can keep your salon in mind for when their circumstances change.
Simply Forgot: We all get busy! Gentle reminders can jog their memory and get them back in the booking loop.

WHY IT’S IMPORTANT TO FOLLOW UP WITH GUESTS AFTER A SALON VISIT

There are so many benefits to creating a follow up communication strategy with your salon guests, and it could be the difference between keeping or losing a client. It’s important to have communication with guests following their salon service to ensure they were happy with their experience and interested in returning for their next appointment. As mentioned above, life is busy! It can be hectic and chaotic and it’s super easy to forget about self care and maintenance. By following up with your salon clients, you are reminding them that they are due for a little self care. Or, if they have not returned for one reason or another, you are giving them the opportunity to express their feedback. It’s a mutually beneficial exchange for both you as the salon owner as well as the client.

THE POWER OF THE POST-VISIT FOLLOW UP

There are so many ways that you can digitally connect with your salon guests without a ton of effort. With automation, you can set up messages and prompts to be sent at the time of your choice to guests following their appointments or when they haven’t revisited in a while. Following up with clients after their visit shows you value their business and their feedback. Here’s how:

Request Reviews: A simple email or text asking for a Google review with a convenient link makes it easy for them to leave a positive review. If they do have concerns, a follow-up allows you to address them and potentially salvage the relationship.
Gentle Appointment Reminders: Automated texts or emails a few weeks after their visit can remind them to rebook, especially for routine services. Including a booking link streamlines the process.
Reconnect with Long-Lost Clients: After a longer absence (depending on the service), a friendly message with a rebooking incentive (discount or special offer) can entice them to return.

All of these automated message types can be performed with the Salon S.O.S. loyalty program. It has a built-in email and messaging systems for automated communication that lets you send branded messages, promote specials, and reconnect with clients between visits! Learn more about this affordable solution and request a free demo by clicking here! https://www.salonsos.ca/loyalty-programs-for-salons-and-spa

BEYOND EMAIL: MULTI-CHANNEL COMMUNICATION

You can also automate messages on social media (check out this blog to learn how) or use a third party messaging system to communicate and send automated messages. Remember, consistent, personalized communication strengthens client relationships and sets your salon apart. There are so many avenues in which to follow up with guests following their salon visit and now more than ever, it is important to enhance your salon experience and set yourself apart to retain and recruit clients.

The main message is to come up with a simple, attainable strategy to effectively communicate with your salon guests and stick to it. As you’ve read above, most of these things can now be automated with technology, and fortunately our partner Salon S.O.S. is here to help you with that.

If you want more great digital marketing tips or support for your salon business delivered straight to your inbox, sign up for the Salon S.O.S. VIP list here https://www.salonsos.ca/salon-digital-tips-vip.

You can also follow them on Instagram @salon.s.o.s and check out their free digital marketing academy at www.salonsos.ca/digital-marketing-academy