As a Business Owner, you might panic when you lose customers, but don’t be too quick to jump to assumptions. This is your chance to learn about your customers and uncover why some of them are unsatisfied. After all, your customers are your greatest assets and you might be surprised by what you can learn from them.
Losing Customers can be a Learning Opportunity
Whether your unhappy customers have voiced their concerns or whether you aren’t sure where you went wrong, now’s your chance to gather useful feedback aimed at improvements.
If your customer has voiced concerns, don’t brush them aside.
• Could your staff improve their customer service skills?
• Are your customers commenting that they wish you offered more current trends?
• Does your business need a refresh? It might be time to invest in renovations or other small but much-needed updates.
On the other hand, what if you notice you are losing customers but you aren’t sure why?
This can be confusing, but if you want your customers to become loyal repeat customers, you must be motivated to understand them and do what it takes to correct any misunderstandings.
Before you make any changes, let’s take a look at some potential reasons you might have lost customers.
If your clients move and your location is no longer convenient for them, they may either switch to another one of your locations, or they might simply try a business that’s closer to them. Phew, in this case, you didn’t do anything to detract them. If, however, your loyal customers stop visiting without giving you notice, this might be a sign you’re lacking some communication with them.
Some things are out of your control, and things happen. Some of your clients may no longer be able to afford your services due to a change in their budget and spending habits, unforeseen family emergencies or a shift in their priorities. Good news, there’s nothing you could have done differently.
Note: you might consider offering the occasional discount to your loyal repeat customers, but in general be firm with your price points.
3.) YOUR CUSTOMERS DON’T FEEL VALUED
Unlike what we’ve discussed so far, this is an area you can definitely change. If your customers aren’t feeling valued, they are less likely to remain loyal. Let’s look at a few examples of ways you can foster your relationships with your customers to keep them coming back.
• Offer a loyalty and referral program
• Send out special offers, automated rebooking reminders, appointment confirmations and thank you notes – make your customers feel like VIPs
All of these and more can be handled by Beautster.
4.) YOUR BUSINESS ISN’T CLEAN & INVITING
Take a look around – is your business clean, organized and inviting? If not, your customers will notice and steadily spread negative reviews.
• Are your workspaces and tools cleaned after each service?
• Are the floors and front reception are clean?
• Are the bathrooms clean?
5.) YOU AREN’T KEEPING UP WITH CURRENT TRENDS AND TECHNIQUES
• Are you flexible and able to provide the latest trends?
• Do you encourage your staff to attend training courses?
If you aren’t keeping up with what’s trending, your customers may seek someone else.
6.) YOUR PLACE OF BUSINESS IS NOT RELAXING
Do you feel that your clients are relaxed and invigorated after a service, or is your business chaotic and overwhelming?
• Offer free Wi-fi and beverages
• Play music appropriate for your environment and services
• Ensure that each client feels at ease and has a memorable experience
7.) YOU AREN’T DETAIL ORIENTED
• Pay special attention to each customer’s individual preferences
• Remember details from previous appointments
• Take client notes to keep track of favorite products, allergies, and other preferences
Beautster offers a Client Notes tool, which allows you to keep track of important information. Remembering something small from a previous conversation can really make a lasting impression on a client.
8.) YOU DON’T FOLLOW UP
Communicating with your clients is very important. During the appointment, you should be discussing their next appointment, and before your client leaves, schedule it.
If something comes up your client can always reschedule, but by booking their next appointment, this shows that you value them as a customer and you look forward to seeing them again.
If your client does not book their next service after their appointment, follow-up with them after a few weeks. Show them that you care, and they will come back again and again.
9.) YOU DON’T OFFER ONLINE BOOKING
Times have changed, and customers are craving the ability to book all of their Beauty & Wellness services online. People do almost everything online including online shopping, online banking, making dinner reservations, even making doctor appointments and grocery shopping.
Why shouldn’t they be able to book your services online?
10.) YOU DON’T INSPIRE YOUR CUSTOMERS
What’s the number one reason you may be losing customers? They don’t feel inspired and they don’t trust that you are an expert in your field.
• As a professional, show your customers that you know what is going to make them look and feel their absolute best
• Don’t be afraid to make suggestions
• If you have taken the time to really listen to your clients, be confident in your knowledge and recommendations