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Where Your Lost Clients Went and How to Get Them Back

September 2013 issue of Skin Inc. magazine
Customer service

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If your skin care facility is consistently losing clients each year, it could be attributed to the way your clients perceive your business’s quality of customer service. The 2011 Customer Experience Impact Report found that 89% of clients began doing business with a competitor following a negative customer service experience.1 Even more startling, 96% of clients will fail to communicate to you the reason why they are not returning to your facility—not only will these displeased clients not return, but they won’t let you know why they are unhappy.2

Avoid the cost of client loss

It is six–to–seven times more costly to acquire a new client than retain an existing one.3 Think about how client attrition could be financially affecting your skin care facility. You are spending more to attain new clients, losing potential sales and killing your chances at future clients by referral. So, how do you mend broken client relationships?

Be upfront with your clients. Mention to them that you have noticed they haven’t been buying products or services from your skin care facility lately, and that you sense something may be wrong.

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