Appoint an affiliate of your staff on customer services and focus a little of his/her time to control one of your most important assets - your customers. Re prior points on targeting your promoting target your present clients, this tactic is to emphasise that your customer services secrets will bring you much more business and referrals than any creative or clever ways to bring in new clients. On average for companies, it costs 10 times as much to bring in a new client as it does to get a little more business from an existing client.
Of course, there's a ceiling as to how much your customer can spend with you, even though you may already be implementing upselling and rebooking strategies. The objective is to create "raving fan" clients, the kind who will go out of their way to refer others to you and keep coming back to you, continually.
You will know that once a client experiences your exceptional services and is completely happy with your products and results, they will never leave you. They do not have a reason to, that is, unless they move away or because of a unique circumstance.
In brief a client may give you business for a few years. If a client has been using your services for over 5 years, visiting you on an average of 4 times each year, isn't that worth some admission or appreciation?
One of your client service strategies could be to recognize and thank them for their business on the anniversary of the fi rst time they used your services. Start with a hand-written thank you card. For the following year, upgrade to a complimentary low-cost, high-value service with their next appointment.
Then, for successive years, a rather more exclusive present - it could be one of your premiums or a voucher for one of your partners ' services or products. With every thank you note, be sure to incorporate your recent newsletter and a referral card for them to refer chums to you. Who else gives this level of private attention and appreciation to their clients? It will truly make you distinct and help you to create more raving fans.
Brainstorm with your members of staff on a once a month basis to generate ideas on the way to let your clients know how much you appreciate them. You'll be stunned at the creativeness and new concepts your employees will generate. If you create responsibility for one staff member to implement these client services techniques, he/she'll impress you with their commitment to this role and the creative ideas that they will come up with. It is a win/win situation as it will free you from the minor details involved in handling all of the letters, chase up telephone calls and updating the client data.
Of course, there's a ceiling as to how much your customer can spend with you, even though you may already be implementing upselling and rebooking strategies. The objective is to create "raving fan" clients, the kind who will go out of their way to refer others to you and keep coming back to you, continually.
You will know that once a client experiences your exceptional services and is completely happy with your products and results, they will never leave you. They do not have a reason to, that is, unless they move away or because of a unique circumstance.
In brief a client may give you business for a few years. If a client has been using your services for over 5 years, visiting you on an average of 4 times each year, isn't that worth some admission or appreciation?
One of your client service strategies could be to recognize and thank them for their business on the anniversary of the fi rst time they used your services. Start with a hand-written thank you card. For the following year, upgrade to a complimentary low-cost, high-value service with their next appointment.
Then, for successive years, a rather more exclusive present - it could be one of your premiums or a voucher for one of your partners ' services or products. With every thank you note, be sure to incorporate your recent newsletter and a referral card for them to refer chums to you. Who else gives this level of private attention and appreciation to their clients? It will truly make you distinct and help you to create more raving fans.
Brainstorm with your members of staff on a once a month basis to generate ideas on the way to let your clients know how much you appreciate them. You'll be stunned at the creativeness and new concepts your employees will generate. If you create responsibility for one staff member to implement these client services techniques, he/she'll impress you with their commitment to this role and the creative ideas that they will come up with. It is a win/win situation as it will free you from the minor details involved in handling all of the letters, chase up telephone calls and updating the client data.
About the Author:
For serious and proactive spa and salon owners, Michael Colosi is offering an amazing in depth no-cost report that details ways that you can get a substantial amount of new clients flowing into your spa or salon business....this month. Just visit: Marketing A Hair Salon Report and grab your copy now to get your hair salon marketing into overdrive.
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