Are Your Clients Sticky?

“If your answer was ‘No’… then you’re slowly killing your salon business. If it was ‘Yes’… then you’d know that a well looked after salon client spends $25,000 over their time with you. Sound too good to be true? Neil Osborne explains how sticky clients – ‘lifetime clients’ – expect to have an experience with you, not an exchange.

We’ve long moved on from the simple exchange of goods and services for a fee. That just won’t do anymore. Today’s salon clients are sophisticated, demanding and knowledgeable. They expect exceptional service and that you’ll always have their best interests at heart. Most importantly, they want to leave your salon feeling better about themselves than before their visit.

Here’s your first nugget of truth to hold close:

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

~ Maya Angelou

Sound like a tall order to deliver? Not really. While it may take a little extra thought, care and consideration, it’s a great way to ensure your clients stick around. And generally speaking, their sticking around means you’ll have a healthy salon business – one that won’t die empty, from a lack of client retention.

What are sticky clients?

They’re the ones who rebook, return and happily buy retail based on your recommendation. They also freely unleash their crowd spruiking power by telling their friends about your brilliance … provided of course, that it’s worthy of their trust…”