Question: How do you retain loyal skin clients and prevent them jumping from clinic to clinic? Provide examples of package deals and bundles that have improved your bottom line, plus the support measures undertaken by the brands.
Learning: It’s crucial to have a thorough consultation with every client and create a bespoke solution that suits them.
Joanne Healey said it all started and finished with the consultation.
“One of the things that we do as part of our education is explained to the therapist that you really need to have a clear, one hour consultation so that you’re giving the client the time to build rapport with you and a relationship with you,” she said.
Rebecca Miller said you had to explain to the client where they were starting from and where they hoped to go.
“You’re documenting the journey all the way,” she said.
Emma Worgan said sometimes therapists booked the next treatment and without thinking about the plan over the next 12 months.
“It means the client can go from salon to salon,” she said.
Jodie King said it was important to stop the clients jumping from clinic to clinic.
“One treatment doesn’t fix everything – that’s why we sell in packages,” she said.
Natalie Arakelian said the consultation could make or break your relationship with the clients.
“It’s very important to listen to them,” she said.
“You really need to be able to connect with that client.”
Daniel Dickson said you could see a thousand people once or you could see 200 people five times.
“I encourage you to make sure you look at your database and measure your VIPs,” he said.
“It’s getting clients on board with you on a loyalty programme.”
Watch the video at the top of the page for the full discussion.