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client retention

Dear Shari: November 2008

Salon owner Shari Finger answers your questions on building a clientele, regaining the trust of a discount salon-goer, listening to clients’ personal issues, and clients who mistreat their nails.

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Come Back Here

It costs a lot more to gain a new client than to keep an old one.

Readers Respond: Who Owns the Client? Salon or Tech?

The answer can vary from owner, to tech, to both, or none of the above. We asked three beauty professionals for their opinion and you can see that the answer is not clear-cut..

The Power of Words: Transform Common Salon Language from Standard to Standout

Tweaking common salon-speak to communicate clearly and creatively is a simple, savvy way to distinguish your salon from the masses. Here, we show you how to pump up common phrases and words in your marketing and promotional materials to make them more powerful.

Find Lost Clients to Find Lost Income

While it’s always important to find new clients, don’t forget the ones you’ve lost along the way. If you can discover why they left, you can determine the best technique to woo them back.

The Ins & Outs Of Front Desk Etiquette

Keeping Clients Committed With Loyalty Programs

If it costs five times more to attract a new client than to keep an old one, doesn’t it make sense to spend something on a customer loyalty program? Learn to say thank you to clients in a way that keeps them coming back.

Your Former Clients Tell Why They Left You

Have you ever wondered as you review old appointment books or clean out your client card file, where some of these people disappeared to? Or, better yet, why they left?

Chicago’s Finest - A Look at Salon Millennium

Hidden in a thick of grand old oaks and elms along a 15-mile stretch of Lake Michi­gan is one of the nation's best-kept secrets. Privacy and anonymity are sacrosanct in this close-knit community where the living legacies of some of the most prosperous entrepreneurs of the Indus­trial Revolution reside.

A Client on the Books Is Worth Two in the Wings

This salon owner was so intent on bringing in NEW clients that she didn't realize she was losing customers like me who felt ignored.