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Easy Ways to Retain Clients and Reward Loyalty

Meredith Foster October 2013 issue of Skin Inc. magazine
Easy Ways to Retain Clients and Reward Loyalty

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There are four easy ways to retain clients and reward their loyalty: Provide thorough consultations; rebook clients prior to their departure; reward repeat business; and offer product-purchasing incentives.

Consultations are key

The consultation is the time when the client-retention process begins. Skin care professionals have the opportunity to review clients’ information and discuss their skin care goals. The, the necessary treatment recommendations can be made that will achieve the desired results. Skin care professionals must explain how the treatments will benefit the client, and why it is important to undergo multiple treatments at specific time intervals. This thorough consultation not only provides the education necessary to ensure rebooking and returns, but also starts the trust-building process between the skin care professional and client that yields long-term loyalty.

The imperative rebooking process

A thorough consultation and well-executed treatment are a valuable part of retention; however, it is equally important to make sure that clients do not leave without scheduling their next appointment. Skin care professionals play an important role in the rebooking process. The team member responsible for check out should always encourage clients to schedule their next appointment prior to departure. In skin care facilities that employ a reception staff, skin care professionals still need to participate in the rebooking process, accompanying their client to the reception area and articulating to the client, and the front desk team, that the next appointment needs to set within a certain time frame. This indicates to the client that her goals are important.

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