What is the best way to retain clients?

Stacey Dabney Ramirez says:



Stacey Dabney Ramirez

“At Bella Bethesda Salon the client is our number-one priority. Our staff and stylists are committed to ensuring
that each client leaves satisfied with their expectations exceeded,” says Stacy Dabney Ramirez, co-owner of Bella
Bethesda Salon in Bethesda, Maryland. “Consistency is key when it comes to client retention, and their experience
should be seamless from check-in to check-out. Delivering consistency is dependent on a staff equipped not
only with top-notch professional skills but also strong customer-service ideals.


“At our salon we offer a variety of complimentary amenities to all clients whether they
are new to the salon or regular visitors. During their initial appointment, all new clients
receive a welcome packet that explains the perks to being a client including: quarterly
free treatment days, a product exchange policy and unique after-hours events.


“New clients are also automatically enrolled in Bella Bethesda’s Client Reward Program.
Upon their first visit they begin accumulating points that help them save money
on future services and purchases. Lastly, a user-friendly website and strong communication
skills, including prompt e-mail follow up and an engaging social media presence, has
helped our salon extend a satisfying experience to our clients in between their visits.”

Michael Crispel says:

Q&A: Client Loyalty
Michael Crispel

“In order to retain clients, I have made customer service a top priority. Earth Salon
offers high-end services with a down-to-earth feel,” says Michael Crispel, owner and
director of Earth Salon in Toronto, Ontario. “We are always at the forefront of new
styles, cutting edge techniques and innovative products.


“Each service comes with a complimentary scalp treatment and hand massage to
ensure the clients’ experience is relaxing and pampering. Clients are offered fringe
adjustments at no charge and follow-up calls are made to all new clients or those who
have undergone a change. Additionally, I urge my staff to re-consult with clients after
10 services—just to make sure they are happy with the salon and its services. Complimentary
coffee and refreshments are always available and always top shelf.


“Earth Salon goes above and beyond, offering complimentary blow dry classes in
the evening as well as a Hair 101 class, which teaches clients how to style an everyday
cut, how to create an updo and how to use different styling tools. We also have a
program called Share Your Secret: for every two clients an existing client refers to our
salon they receive a complimentary hair cut with their stylist.”


Lisa Chiccine says:

Q&A: Client Loyalty
Lisa Chiccine

“Keeping a client takes great work, great customer
service, and a lot of love and care,” says Lisa Chiccine,
owner of the Lisa Chiccine Salon in New York,
New York. “Give the client what they want. Listen
to what they say. Ask them how their hair cut and
color has treated them since their last appointment.
Ask them what you can do to make it even easier for
them to maintain.”


“Be as accommodating as possible. If a client
needs to come in extremely early or late, be available.
Customer service is key. The littlest things can
go a long way. If your client is coming at a time you
think they might be a little hungry, have a snack
waiting for them. Ask them what their favorite beverage
is just in case the salon does not normally have
it, and be sure it’s there for them.


“Have toiletries ready for clients to freshen up
during their busy day. Often clients come into the
hair salon wanting to talk and they want someone
to listen to them. For some clients it’s like a therapy
session. They not only leave looking great, but feeling
better as well, which is an added bonus. If you
accomplish all of these things and the client leaves
happy, they will be back.”