We believe that if your client base already extends over several hundred customers, it is time to shift your focus away from new client outreach. This is the moment to concentrate on first time customer retention instead. If you achieve an increase of this indicator by 2 per cent, it has the same effect on profits as cutting costs by 10 per cent. A great effect! So, what exactly is "first time client retention"? First time customer retention is the percentage of new customers, on the first visit, that return for a second visit. This has to happen within a specific period, usually 90 days. To turn a new customer into a repeat customer: this is the undisputed growth engine of nearly every kind of business. How to turn a new customer into a regular We share some proven ways to improve your first time client retention. Want to start with (one of these) strategies? Always remember to collect and use as much information about your customers as possible. This goes beyond initial contact and the first transaction. You want to sell more than just a service; you are building a relationship! The more information you amass, the more opportunities you have to send personal offers. Tip 1: A good first impression Scheduling an appointment is the first direct contact a customer has with your salon. This can be done by phone, but online is becoming the norm nowadays. Therefore, it all starts with the look of your website and Facebook page. Needless to say, the possibility to book an appointment online is key here. Have you ever clicked away from a website because it was unclear or confusing? The same is true of asking customers to schedule an appointment via your old-school contact form. If, on the other hand, customers can view your availability online and schedule the appointment themselves in the free slot that suits them most, this creates a professional and positive first impression. Then, if the customer receives an instant appointment confirmation and a reminder the day before, you have put your professional stamp on the interaction. Your customer can look forward to the first appointment in your salon! Tip 2: An unforgettable experience Many salons find that delivering on expectations is the best way to retain new customers. So, how do you make the customer feel welcome? A good experience begins with greeting the customer and providing consistently great service. You will be surprised how quickly new customers will walk away from you if they do not feel as pampered as your other clients. Make sure you know what your customers need - even better than themselves! This is done by collecting personal information, e.g. with a sign-up form. In addition, take a minute after checkout to jot down thoughts and details on the appointment. For example, what you did, what products you used, or even how the customer likes her coffee. These notes will make the next appointment flow smoothly and comfortably, and the customer will be pleasantly surprised that you 'remember'! ;-) Tip 3: Schedule a follow-up appointment Don’t be afraid to ask the customer if you should schedule a follow-up appointment. Don’t see it as intrusive but as thoughtful. For example, after a colour treatment, you naturally want your client to maintain the beautiful new colour. So why hesitate to invite her back for a repeat? In case you don’t find the time or opportunity for a post-appointment chat, or you are more comfortable pitching beauty treatments with visual aids, no problem! You can check out our blog with tricks for increasing sales through email newsletters. Tip 4: Understanding customer satisfaction Suppose that 40 per cent of your new customers come back for a follow-up. That means you made your best effort for 60 per cent of new customers, yet you never see them again. Could it be that new customers experienced your services differently than you thought? Think of a restaurant visit, for example. The food was or delicious, but the service was poor and the wait was long. What is the chance you return if there are plenty of other eateries around? Improve what can be improved and maintain a strong team with motivated employees. Keep everyone on their toes by asking customers for feedback and active evaluation of your services. With Salonized, you can send an automatic feedback request after the appointment, which allows willing customers to share their thoughts. That way you can find out whether the room was too hot or too cold, there was too much banter during the relaxing massage, or the waiting time was disappointing. Tip 5: Work on the relationship, even after the customer leaves your doorstep You give your best to pamper every customer and make them feel special while they are at your salon. But how can you keep building that bond after the client has left? Sending newsletters is a simple, effective, and personal way to stay in touch with your customers. The occasional newsletter in the customer's inbox is enough to gently remind them to book a new appointment. Check out these tips to create the perfect newsletter for your salon in a few steps. Even better, get smart and start running targeted marketing campaigns. Salonized salon software lets you filter out the new customers from your total base and lets you send them personalised communications. For example, send a special offer for the treatment your customer had the first time, or make them aware of other procedures which could benefit them based on the previous work you did for them. Which of the above tips do you employ already? In other words, are you working to increase first time client retention yet?
In our previous blog post we talked about the possibility of creating a unique link to a specific treatment which can be booked instantly. The customer does not look for treatments on the entire booking widget, but can immediately choose a date and time for a preselected treatment. We received so many responses that it deserves its own article! Therefore, you can read all about online scheduling software for selected treatments here and get your own links in an instant. Why do you want this? You can use it to set up, for example, a "book-now" button at a specific treatment on your website. Or for a Facebook Ad. But also for offers that can be booked up to a certain date. Pre-selected treatments with online scheduling software When would you use this option? The preselected treatment is the option you would use when you want the customer to be able to directly select a date and time through a book-now button for a particular service. How do you make this link? To make the link, you need two pieces of information: Your unique online booking link Go to Online Bookings in Salonized, open the tab "Facebook-button" and the link at the bottom of this page. In this example: https://ambers-schoonheidssalon.salonized.com/bookings/new?layout=standalone The code of the service: Go to admin > services > click on the service > copy the number of the service from the address bar. You have two options to make the selected service: The service is selected and the customer goes directly to the screen to select a date and time. The customer can first see which treatment is selected and uses the "continue" option on the screen to select a date and time. A preselected treatment: directly to the date + time The number in the link is the number of the service. You come directly to the screen to select a date and time for the selected treatment. A pre-sorted handling: customer first will see the chosen treatment At this link you fill out the appropriate service code in two places. In this case, you first have a segment for the selected service, before choosing a date and time. You build your own advanced links the same way using our salon software. You can copy the links below to use as an example and to be completed with your own company name and service number. https://ambers-schoonheidssalon.salonized.com/bookings/new?layout=standalone&selectedServices=230327&skipServices=true https://ambers-schoonheidssalon.salonized.com/bookings/new?layout=standalone&services=230327&selectedServices=230327 A treatment that books to a specific date Want to use salon software to promote a treatment that books to a certain date? Then you can make it a unique link. You can use this for example for an action through Groupon, a seasonal treatment or when you want to fill an empty week in the calendar with services for a cheaper rate. In this example, the service indicated can be booked online from November 5th until November 30th. You build your own link like this: . You can also use minDate=yyyy/mm/dd Using the advanced option for a Facebook Ad You can use advanced options for a Facebook Ad. Do you have a quiet month in the salon? Want to promote a new treatment with a "try-out" rate? In this case, then offer an additional service at a promotional price. Use your Facebook ad then one of the advanced options, for example, the link with a latest date for customers to book by. Want to learn more about advertising on Facebook? Read all about it in our blog: Advertising on Facebook: create an ad for your salon.
Summer months are are often busy months for hairdressing and beauty salons. But from October you might get chance to take time off from the crowds. So what can your salon be doing in the quiet months to keep ahead of schedule? If you always wanted to try Facebook advertising, you could now use this quiet time to look into it. Facebook offers a lot of opportunity and really is not as difficult as it seems. Take time now to prepare for the busy period at the end of the year! Why advertise on Facebook? Facebook marketing is especially interesting because of the many possibilities in terms of targeting. You can very specifically show your message to the right people, for example people who live in the vicinity of your salon. In addition, salon advertising using Facebook is relatively inexpensive. Your can place your ad from only € 5.00 per day, with which you can reach over 1,000 potential customers. How to create your own ad on Facebook? I'll tell you how all this works in 5 easy steps. Before we start, you can click on "create adverts" in Facebook. Step 1: Setting a target What do you want to accomplish with your ad? Do you have, for example, a special event that you want to promote? Want more likes on your Facebook page? The goal that you choose for your ad depends on the answer to this question. You can choose from the following targets: Do you want to promote a particular treatment with your ad? So customers can make an online appointment, directly through your website? In that case we'll choose the target "send people to your website". Give your campaign a name you'll recognize in your list, for example "Promotion September Salon X". Step 2: Determining the target audience Of course you want your ad to be seen by the right audience. Do you want your Facebook advertising to be seen nationally? Tempting, because the range is huge. But you have a ladies hairdressing salon? Then you just need to reach women in your area. Let us not throw away our money, but make the target more specific. You do this by filling in demographics. Create a new audience. Select a location, age and gender. Then you can make your audience more detailed. So you can filter by interests. Do you have a nail salon? Then filter, for example, by the interests "nail art" and "nail design". Create a table of different interests and see your audience reduce to your specific target group. We recommend that you set a range of around a few thousand. Tip: Want to use this group for the next ad? Just save the audience for later. Step 3: Determining placement After you determine the target audience for your ad, you specify where the ad should be displayed. You do this by "placements". The news is suitable for interaction and engagement with your message, the column does well, for example, to increase the brand awareness of your company. Step 4: Setting a budget Next you need to determine what budget you will use for the ad. You can choose from a budget per day and a long term budget. If you want the ad to run for a week, choose a term budget. Whatever budget you choose, the total budget will be spent. Having chosen an amount, Facebook shows an estimate of how many people you will reach daily. Please note that a small percentage of them click through to the website. Based on this estimated range, you determine the final budget for your ad. The minimum budget is €5 per day. Step 5: Making the ad The administrative part is over! Now you can actually start preparing and designing the ad. Search online for the perfect picture for your ad. What works even better is an image of your salon or a picture related to the treatment that you are promoting. Remember to include an action button. Do you use a salon software system such as Salonized for online appointment booking? Then choose the "book now" or "more information" button and send the potential customers directly to your online calendar! Satisfied with your ad? Then it's ready to install. Facebook will check the ad and you'll receive a message within 15 minutes if it's approved. From that moment you'll be reaching new potential customers!
You can pamper your customers during their salon visits and wrap them from head to toe in cotton wool. But how do you develop the relationship once the client has left the salon? Salon e-mail marketing is an easy, effective and personal way to stay in touch with your customers. Occasional beauty salon newsletters arriving in a customer’s inbox are enough to subtly remind him or her to book a new appointment! Best of all, you do not need a graphic designer or social media expert to send out your own salon newsletter. You can create the perfect newsletter with these five simple steps: 1. VALUABLE CONTENT The content of your newsletter should appeal to its audience: it must not only be entertaining but also useful. You should bear in mind that the newsletter is not aimed at selling your services, but rather at providing your customers with valuable information when they are not in your salon. Your readers will appreciate your professionalism and are sure to return to you as customers! Deciding what you should write about is not as difficult as you might think; we will give you a few ideas. How-to's What do customers ask you when they visit your salon? "How do I keep my hair healthy during the winter?", "What can I do about nail biting?" Or "How do I take care of my skin in the summer?" You could also send a video tutorial, such as a nice hairstyle for an evening out. Trends and news In the fashion and beauty industry, styles change quickly and new products are constantly being developed. Salon e-mail marketing is the ideal way to inform your customers about the latest trends. Incorporate the information that you share in a subtle way, that if someone feels their hair is flat and lifeless or their nails are in need of a little TLC, it's time to make another appointment with you... Responding to news Perhaps you feel a monthly newsletter is too ambitious, but you should try to send at least one per season. Create content that corresponds to the season, for example, beauty tips for summer, hairstyles for a wedding or nail art ideas for the holidays. 2. A STRIKING SUBJECT LINE Format your newsletter like a magazine cover. Magazine publishers try to grab your attention immediately with the headline on the cover. Your newsletter should have a similar appeal when your customers see it in their inbox. 3. HIGHLIGHTS You naturally want the best for your salon and using the finest products reinforces your reputation. Your newsletter also contributes to an impression of high quality, so make sure that it contains beautiful images. Why would your customers go anywhere else? Ask your clients whether they would like to be a model for your newsletter. For example, you could take before and after photos to illustrate an article about a new treatment or trend. 4. CALL TO ACTION Book now, write a review, please contact us... for the reader, this leaves little room for any other thought than, say, to immediately book a new appointment ;-) Special deals also work well in a beauty salon newsletter. You can place a button in your newsletter that links to your online calendar. Offer your customers a 10% discount when they make an appointment via your newsletter, for example, through the use of a discount code in the comments section. 5. EXTRA TIPS Frequency Decide beforehand how often you want to send your salon email newsletter. Do you have the time to send one monthly, or is once each season more realistic? However often you do decide to send them, set deadline reminders for yourself on your calendar so you don't forget. MailChimp MailChimp, the online newsletter software, allows everyone to send out well-formatted beauty salon newsletters and you can use it free of charge for up to 2,000 subscribers and 12,000 newsletters per month. Salonized salon software includes integration with MailChimp, allowing all the customers in your customer database to be placed automatically on a MailChimp mailing list. You can forget about your email list, with the peace of mind of knowing that it is always up to date. Need any help with creating your salon email newsletter with MailChimp? Please feel free to contact me (firstname.lastname@example.org). Or try Salonized for 14 days for free.
Don’t you love the way Internet has made things so convenient? Whether you want to book a hotel room, rent a car, or buy a new laptop, you can do it all online. I often hear salon owners who are skeptical about online bookings. When you’re used to doing everything in a certain way, a change can be difficult. Do you still control your own calendar and do your costumers want to book online? The answer is yes! Here are 9 reasons why your salon will benefit from online scheduling software. 1. Save time with salon software During treatments, fewer phone calls will disturb you. This is the first advantage of online appointment software. What’s more, there will be less number of voice mails requesting for a call back. You can simply refer customers directly to the online appointment software on your website. 2. Make a great first impression Have you ever clicked away from a website because it was confusing or unclear? Then imagine what it would be like to make an appointment via a contact form. Scheduling an appointment is the first initial contact that a customer has with your salon so you want to leave a positive first impression. When costumers see your online availability, they can schedule the appointment and receive an email confirmation right away. They will definitely put this down as a good experience. 3. Available 24/7 You’re in the middle of a treatment when the phone rings, so you call the costumer back later. But there is an easier way to do this. The online scheduling software Salonized will have all the relevant details on your website. Customers see when you are available before making appointments, which will appear in your calendar instantly. You will always receive notification of new bookings, so you can plan your day accordingly. 4. Automatic appointment reminders Every salon owner dreads no-shows. These are customers who forget their appointments or show up at the wrong date or time. With automatic appointment reminders, you can avoid no-shows without having to call the customer. Salonized software automatically sends the client an email or SMS reminder so you have more time to do other things. 5. Always have access to your calendar You will have access to your calendar any time of the day or night, but we are not saying that you should be working 24/7. On the contrary, you will just have more time. If you are at home or on the road and wondering how your work schedule looks for the next day, you can easily access your calendar. Simply log in using your phone, tablet, or computer- wherever you are. 6. Appointments via your Facebook page Customers expect to find your salon online, whether it is through Google or social media. Salonized offers you many features that will increase your visibility on the Internet. For example, you can simply link the online appointment software to your Facebook page. 7. Prevent double bookings Scheduling appointments might not be a complicated task, but it requires good planning. Double bookings or poor planning can create problems, but fortunately, the online booking system Salonized is so advanced that it can handle complex schedules, even if you work with another booking system. 8. Security Are you always dealing with lots of folders or complicated spreadsheets? What if these customer files are lost or the laptop crashes? With salon software, you won’t have to worry about any of these issues. Save all your customer information, appointments, and transactions securely in your Salonized account. Because everything is stored in the ‘cloud’, you have access to your data from any device, anywhere and anytime. 9. Cut costs with salon software We know that paper-based diaries don’t cost you anything…but with all the features of Salonized software, you will save time and money on the tasks that you would otherwise be doing yourself. For example, your payments are automatically registered so you will spend less time sorting out your accounts. You will also receive automatic notifications whenever a product is out of stock, which ensures that you never miss the next order. Do you want to know more about our services? View all the Salonized software features or try the 14-day free trial now!
Who doesn’t take advantage of loyalty programs? What about your supermarkt loyalty card or the loyalty points you get at a specific store to save for services or products. So why don’t you start a loyalty program for your customers? Take advantage of our Salonized loyalty points system and your customers will receive loyalty points with each treatment, so they can save up for another treatment or product at your salon. The result? Customer loyalty and an increase in sales. Often we put emphasis on getting new customers, but did you know that existing customers spend nearly 70% more than new customers? Therefore, it is important to pay extra attention to your current customers. This is easy and quickly realized with the Salonized loyalty points system. 7 tips for an effective loyalty program in your salon! 1. Keep it simple In your Salonized you can choose on the Loyalty program page how you want to assign the points. Remember, no complicated constructions, but keep it simple. For example 1 point per treatment or 1 point for every € 10,- spent. Transparency for the customer and fewer questions for you. 2. Keep your customers informed With Salonized the customer can see the number of points earned on the invoice. However, research has shown that it is important to regularly inform customers about the program. They will be more likely to make a new appointment. That is why with Salonized it is possible to filter clients on the number of loyalty points they have earned. This way you can send targeted mailing. 3. Give small and big rewards Not all customers are the same. One customer wants to save for a treatment, while another customer is happy with a product for less loyalty points. Provide a varied program so all customers are encouraged to save. 4. Reward word of mouth Let your customers work for you by offering loyalty points for bringing in new customers. You can even choose to reward loyalty points to the new customer as well. Good for business and good for current and new customers. 5. Fill your quiet days with loyalty points specials Sometimes you have days when only 70% of your day is booked. It is a shame to not fill up the remaining 30%. You can solve this, for example, with a special promotion where loyalty points are worth twice as much on that specific day. You can do this via SMS, a newsletter or on your Facebook page. 6. Reward VIP customers Reward the customers who visit your salon often for their loyalty. For example, invite your top 10 customers, who have saved up the most loyalty points, to a special evening where they get exclusive treatments. 7. Everyone participates A successful loyalty program is supported by everyone who works at the salon. Your employees can tell the customers everything about the loyalty points program and encourage their enthusiasm. So make sure they are up to speed when it comes to your loyalty program, why do you have the program and what are the benefits for the customers. Do you need help with our new Loyalty Program? Do not hesitate to contact us. We love helping you. Jorrit Boumann | Co-founder Salonized email@example.com | www.salonized.com Salonized creates software specifically for salons. Check out our website for further information or sign up for a 14 day free trial.
Increase your sales with targeted email campaigns. It is great to see that increasingly more salons are using email marketing. They usually do this by sending newsletters to their client base. The effect is that the recipients are more likely to book a new appointment because the email came with a great offer. But even if the client does not use that offer, he or she will have been reminded of your salon and your offerings. And yet, most salons don’t use email marketing the right way. They use so-called spray and pray tactics, which means that you send the same email to all your clients while they have different interests. I recently received an email in my mailbox with the subject line “Brazilian wax” and inside was a discount. A great offer for the ladies, but it’s not meant for me. I’m a thirty-something year-old with a beard ;-) “A consumer receives 88 emails per day on average” source This is a real shame because it won’t compel me to open the email, and about 70% of the email receivers won’t do it either. What could happen as well is that a few subscribers will unsubscribe from your mailing list, and then you can never contact them again. Eventually, you will miss out on a chunk of sales, which is why I will tell you about the importance of segmentation in this article. Firstly, make sure you have a great mailing program with which you send out your newsletters. Mailchimp is one of the best. It is completely free when you have less than 2000 subscribers and send out less than 12000 emails per month. It is also very user friendly and is easy to familiarize yourself with. Recommended! Once you’ve set up a mailing program, it is important that you segment your client list. Salonized has a special link with which you can filter your clients based on various categories. Take for example the “Bikini wax” email, and filter your clients on this treatment. You will maybe get 94 clients who once had a bikini wax at your salon. Select this group and send them a newsletter with this specific subject in the email subject line. You will see that the open rate of the emails will increase dramatically. Other examples of good segmentation you can see in the graph below. 10 advantages of a targeted email campaign. Another example is to filter out all the clients that haven’t booked an appointment in the last 6 months. Send them an email with a special “we miss seeing you” discount, or something similar. You can even apply several filters to your client base so that you’ll reach out to that specific target group. Not too long ago I talked to the owner of a hair salon who filtered her list like this: In this case, all the clients who once bought product X in her salon, and hadn’t booked an appointment in the last 40 days, received a discount on the product at the exact moment that product X was very popular. And finally. By sending the right emails to the right clients and the right time you will increase your interaction with that client. This will benefit your sales and your clients will definitely appreciate this new form of marketing! I’m gonna go book a bikini wax ;-) Need help segmenting your client base? Feel free to contact me. Jorrit Boumann | Co-founder Salonized firstname.lastname@example.org| www.salonized.com | (+31) 020-8932386 Salonized creates software for salons. You can have a look on our website or try Salonized free for 14 days.
It surprises me how many salons do not have a website, or not a good quality website. A beautiful website alone is not enough. It’s great that your website looks nice, but if you can’t be found on Google it’s not of much use. But this is something you can improve by the use of SEO (Search Engine Optimization). This means that you can set up your website in a way that leads to a first page ranking on Google. Did you know for example that the first three salons with websites on Google receive 80% of all online traffic? Here are 6 easy tips to improve your ranking in Google: 1. Find your current ranking on Google. This first step is easy. Go to Google and try to find your salon the way a customer would. For example: Hair salon London center. Hairdresser students Cambridge. Nail studio central park. Facial treatment and massage Madison Do you rank high in Google? You’re in luck! Many googlers will click on your website first and make an appointment. Is your ranking not so great? At least you know where you’re at and know that you can improve your ranking on Google. 2. Make sure your website looks good on a mobile phone. Nowadays everyone owns a smartphone with which they surf the web daily. You can assume that more than 60% of all your online visitors view your website from a smartphone or tablet. You have to make sure that your website looks good on a smartphone too! Unfortunately I see that this has not been thought through in most cases. It is usually a ‘regular website’ on a very small screen. (See below.) Visitors will quickly leave this page to search for a different website, which means that you’re losing out on potential income. Google thinks the same way and “mobile friendliness” is one of the important factors that determine your ranking. 3. Write good titles. Think about which search terms your potential customers use when they surf the web for your product or service. By implementing these popular search terms in your website you will notice that you rank higher in the search result list. Another good way to find out which search terms are used most often is by using the Google SEO-tool keyword planner. Here you can enter in different search terms to see which ones are typed in Google frequently. Remember to also look at your competition for certain search terms. If there’s a lot of competition for “Hairdresser” it might be better to use the search term “Hair Styling” for your salon. Once you’ve found the right search terms, try to incorporate these in different places on your website. Use the search terms in your meta description as well. A meta description is a short summary of every page consisting of 150-160 characters. The meta description is not visible on your website, but it will show up in the Google search results. Make sure you have a good title and description of your website. These fields are clearly indicated in Salonized so you can easily add and save the text. Example of a good META title: Studio 19 in New York – The hair salon where you feel at home! Example of a good META description: Studio 19 is an atmospheric hair salon with a fun and professional team in the Brooklyn area in New York. 4. Register your company’s location on Google. You can do this within 10 minutes by following this link. There’s not a quicker way to be found on the internet. 5. Optimize your social media profile. Did you know that you can also create, apart from a Facebook business profile, a Google+, Twitter, Instagram or Pinterest account? By creating these accounts you will improve your ranking on Google. Once you’ve created these accounts, remember the following. There is a designated field on all of these platforms to describe yourself and your salon. Make use of this option and add several relevant keywords in the description. Don’t keep the description too short. Enter your contact information on these platforms as detailed as possible. Create an account on Google+ and Pinterest and make sure that you indicate that these pages are activated. On LinkedIn, fill in the line directly below your name and do the same on Pinterest with your name or company name so that you can be found more easily. Also add an important keyword. Place some nice pictures of you and your salon online. People want to do business with people, show that on your website! Use this link to see how your website ranks in sharing social media: http://smo.knowem.com/ Google especially likes Google+, make sure that your salon is well represented. 6. Write a blog. You could write a monthly blog article about what goes on in your field. Apart from that it is fun to do, your customers will also regard you as an expert in this field. Use a few keywords in your blog with which you want to be found online. Your ranking on Google will increase dramatically! And finally. The importance of a good ranking is undeniable these days. There are a few things you, as a salon owner, can do yourself. There are other things that are better left in the hands of those with more expertise. If you need help there are plenty of good companies that can assist you. Make sure that you work with a reputable company because there is also ‘bad’ SEO that can seriously harm your ranking. Do you need help finding a good company? Feel free to contact me.