How to Win Back Lost Customers?

November 19, 2015

The most difficult task for any business is not to make new customers but to retain the existing ones. Industries with perfectly competitive economic condition consist of businesses offering the same product or service to its customers. Hence, how you retain your customers becomes the key to your success.

When it comes to salons, the services are identical. There might be a different of a few bucks in the prices of the services, but you would find the rest of things quite similar in every renowned salon. There isn’t any solid reason as to why a customer, who was a regular visitor in your salon, no longer visits your business place. However, conducting a thorough follow-up on the same can help you to a great deal in bringing them back. In addition, it would also help you in retaining the existing ones.

A thorough follow-up should consist of the following agendas:

Hire a professional

If you really want to win back your lost customer base, you should not shy away from hiring a professional with specialization in HR. No one handles customers better than those specialized professionals. At the end of the day, the salary paid to the hired would be covered up if he or she is effective enough to bring back the lost customers.

Finding out the reason

When you notice that a customer is no longer visiting your salon, dig out the reason behind it. It could be that the last service/services they availed at your salon were not as per the customer’s expectations. It could also be that some other salons have started a lucrative offer or deal. Also, new salons opening in your area also tempt customers to try them out.

The reason could be found out by directly calling the customers or sending them a feedback form via post or email.

Win-back schemes

After you know the reasons behind the customers going, offer them customized schemes or offer that they cannot refuse. For instance, offer complementary foot spa with hair spa, or free threading with haircut. Annual packages could also be introduced. You may also offer a certain percent discount to lure those customers.

Additional services

It could be time that the services on offer on your rate card might be limited and need to be looked upon again. Introduce new services and combination service packs. You may also consider revising the prices of services depending upon the lost customers’ responses. A new rate card with new aforementioned services could work wonders for your salon.

At first, your objective should be to not let your customers go away at all. For the same, be in touch with your existing customers on regular basis. When they come for a service, ask them when they would visit you next. During that time, send a gentle reminder once or twice about their next visit.

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