How To Keep Your Regular Clients Happy
When you are in the throes of running a busy salon it can be quite a challenge to actually look up from what you are doing to see the overall impact of what you are creating. We all start with the best of intentions and if you start off on the right footing, it can be quite easy to really build on this momentum.
But we also know that the reality of working in such a client centric environment can bring its own challenges. Overlook just a couple of ongoing niggles and it's not long before you have some disgruntled customers, and without wanting to spread doom and gloom, we all know what happens when you put one bad apple into a basket of lovely healthy ones!
On the other hand, giving your clients the opportunity to give honest feedback and openly communicate with you, is not only a great way of making them feel valued, but it’s also an ongoing opportunity to find out where there’s room for improvement.
Here’s how Trebbly can help you to keep your valued regulars coming back...
Trebbly Creates A Sense Of Inclusion
Our blog next week will talk about how valuable it can be to your salon’s reputation to hold client evenings and promote them well. Trebbly is a mini version of this as having the Trebbly interface in place is a clear indicator that you want your clients to be able to share their thoughts and suggestions. It’s like the modern day suggestion box where your clients feel really listened to.
Offering Trebbly to your clients every time they visit you is like a meeting of two minds. You are letting your clients know that you are actively encouraging them to be a part of the overall ethos of your business and genuinely want to know what they’d love to see more of in the services you offer. Imagine your clients coming into your salon to see you’ve implemented one or two of their suggestions - they’ll absolutely love being valued as well as being able to take credit for the idea.
Trebbly Keeps Your Clients In The Loop
Going back to how busy we all are running our salons, if you don't have any extra time within your appointments to really chat to your clients, you are missing opportunities to keep them up-to-date on new services or products which you have. These are missed sales opportunities and let's be honest - if you are running a busy salon this is likely to be the case.
It’s easy to say that you have a captive audience while your client is sitting in the chair having their hair styled for instance, but it isn't good etiquette to be pitching to a client who can't go anywhere. Having your full catalogue of new and existing products within Trebbly as well as any events or promotions which are coming up, means that your customers can check it all out at their own leisure. This also means you can focus purely on looking after your clients in the hot seat, instead of kicking yourself that you forgot to invite them to an upcoming event you’d love them to attend!
Trebbly Increases Sales Because You KNOW Your Clients Want The Products
We covered that Trebbly keeps your clients in the loop on what is coming up in your business as it's a great way of sharing anything you wish them to know about. Our days absolutely disappear on us in a busy business, so this is a useful way of making sure that you know your clients are always informed of any improvements or services which you offer. You can let them know of changes you're making especially if they have been requested by your clients.
Where this converts well though, is that we all know the upsell is a valuable part of your bottom line so this is a really powerful way of boosting your revenue. Giving clients the chance to really explore the products you have and actively ask for anything they can’t currently see on offer, is a great way of seeing what’s actually popular. Removing the guesswork from the upsell will directly impact on how well your additional products and services are selling and putting the power into your customers hands is the only way to execute this really well.
Trebbly Is An Extremely Visible Thank You
In a world where reviews and feedback are almost mined from a business point of view, we felt that this was totally skewed and wanted to flip it around. A key factor in Trebbly being created, was that it’s all about letting the client feel as important to you as they are. If you enjoy your clients, you honestly want them to love how your service made them feel and not because you want their shiny five stars.
If clients are actively recommending your services, you’ll want to acknowledge this, say thank you, encourage it - but all genuinely. And no pun intended but we felt that offering a free 6th haircut for this doesn’t make the cut! Actively encouraging a new experience with you such as trying a new treatment, will feel like it actually reflects the thank you you’re giving to them and rewarding your customers for referrals very visibly. How amazing will they feel when they’ve had a fab new treatment on the house?? It’s a very different place to just handing them a freebie that’s for sure!
Trebbly Creates A Sense Of Community
Knowing that they are encouraged to share your services with their friends and peers and earn their own rewards as a thank you, is a powerful motivator in clients talking about you. It’s quite tricky (aka impossible!) to carry off saying to a client ‘don’t forget to tell absolutely everyone who might like our services all about us’ without sounding needy! But this is ultimately what we all want.
If your clients are happy with their services, and do know others who would love them too, why wouldn’t you let them know? But we are all busy these days and forget, so offering a little reminder through incentives does seem to jog your clients memories! Being able to save up rewards towards free treatments creates a sense of momentum too and further entices your clients to promote you. The beauty here is that they’d only promote you if they knew you provided a good service as they wouldn’t want to provide a poor recommendation to a good friend, so it’s a win win situation!
Lot’s of recommendations adds to the engagement of your customers so the shared interests in your services creates a great hive of like minded people.
These are just a few of the ways Trebbly could benefit your salon by keeping your customers happy. If you’d like more information on how easy it is to introduce Trebbly to your team, get in touch here.