Spa Management: How to Increase Client Retention


photo by thomaswanhoff of flickr

The bread and butter clients for every business are the ones who keep coming back for more. You spend a lot of money on advertising just to get a client to take that first step through your door. If you treat them well, they will come back. If you treat them really well, they may bring some of their friends with them. Impressing a client that is visiting your spa is always easier and more cost effective than trying to pull a new client in off the streets. The following tips will help you do just that:

  1. Your client should feel like the world revolves around them when they are at your spa. Your staff should slow down when they are around clients and focus on every word that they have to say. Train your staff to look into the client’s eye and really listen to what they have to say. Remember; you are not only selling the service, you are selling yourselves.
  2. Customer representatives, spa managers and receptionists should have direct contact with clients. Assign each client a special representative to take care of all of their needs. Their representative can guide them through their visit and help them choose products, book appointments, answer questions and more. Let the client know that so and so is their special “go to” person. It will make them feel cared for. You may have to pay more payroll, but repeat business will make up for the deficit.
  3. Clients do not feel comfortable in a hard-selling atmosphere. It is your job to recommend products and services, but you shouldn’t shove them down your client’s throat. If you convince a client why they need something through a soft approach, they will be more likely to buy it.
  4. Make choices easy for your clients. The first-time client will probably be overwhelmed by all that you offer. Create package deals that make choosing easier. You can even customize packages for special events such as proms and weddings.
  5. The follow up is vital in any service-oriented business. Have each client’s personal representative phone them a couple of days after their spa visit to see how they enjoyed it. Always invite them to return and offer special incentives such as discounts, specials and coupons to seal the deal.

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