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10 Ways to Lose a Client

Written by Nadia McCracken on November 9th, 2015.      0 comments

 How to Keep Beauty Therapy Clients Loyal to Your Salon SpaBeauty NZ Articles

The relationship between a beauty therapist and client is often closer than family. You see your clients regularly and they share many secrets and stories with you. More often than not, you know your client better than most of their friends! 

Gaining a new client is one thing, but the real secret is keeping a regular client! Here are the top 10 things NOT to do if you want this relationship to be long-lasting:

1. Ignore Feedback

Sure, you may know better when it comes to your client's skin & beauty needs, but keep in mind that clients know what they want for themselves, and it’s best you listen!
When was the last time you gave your clients a Feedback Form to fill in after a treatment? 
Need a hand with creating a Client Feedback Form for your salon? We have many free resources that can help!

2. Have a Negative Attitude

Never underestimate your personal and clinic vibe. Your attitude can be as important as your practical skill and knowledge as a therapist. A friendly smile, a caring environment and a positive approach will create a welcoming space clients will flock to. Make your salon a sanctuary your clients want to escape to!

3. Give Bad Advice

When clients choose YOU as their therapist they’re entrusting you with a very important role: you become their unofficial beauty & skin guru. Give honest advice, always. Good tips for maintenance or products become an important part of the relationship, and may even see your retail products fly off the shelves.

4. Ignore the Power of Online

Engaging your clients no longer starts at the salon door. Building your social media profile, creating a website that represents your brand and implementing online booking make your salon more accessible. Need some help with your Salon Facebook page?

5. Show No Care

Going that extra mile for your clients, be it a herbal tea on arrival, a warm scented towel while before they fill in their Consultation form or any other gestures unique to your salon are SO much more important than they seem. It's the little things that make all the difference!

6. Be Too Strict

You definitely don’t want your salon to be a free for all, however clients will take note if you work hard to accommodate them. Show some understanding if a client is running late or needs to reschedule; while at the same time ensuring you know where to draw the line.

7. Take Clients for Granted

Keep in mind that other salons continually beckon your clients with offers of “more for their money”. To keep your clients loyal to your salon, you must prove to them again and again that they have made a wise choice in selecting you, your products and services above all others. Thank them often for spending their hard-earned cash with you.

8. Treat Everyone The Same

Do you give each client the same old facial treatment, every time? Treating all your clients as individuals with different needs is an important rule to follow. Knowing their personality, their individual needs and preferences will ensure you always give them a treatment tailored to their own personal needs, ensuring they never give a competitor salon the opportunity to look after them.

9. Price Yourself Out of the Market

You don’t want to overprice your services or sell yourself short. Understanding your brand and your target market is key in deciding the perfect price point for your salon. If you're caught up in the price war of constantly discounting to gain or keep clients, you may find this article helpful.

10. Underperform

At the end of the day, mastering your craft is the most important factor. Keep improving your skill set to keep your clients coming back. We have amazing training events (many of them free!) in our Event Calendar to keep you at the top of your game.
 

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