Episode 130: Increasing Client Retention

Feb 27, 2023


What you will learn from this episode:

  • Discover different ways of how to raise profits by increasing client retention
  • Hear how the overall customer journey and their experience can affect your client's lifetime value
  • Find out different ways to enhance your services without improving your skills.


Client retention is essential for the success of any beauty business. It is far more cost-effective to retain customers than to acquire new ones. The key to client retention is providing an amazing service experience. 


Creating a great customer experience is essential to keeping customers coming back. This experience should start from the very first interaction and continue throughout the customer journey. This means providing a personalized and engaging experience that resonates with the customer.


It is also important to build a relationship with the customer for the overall lifetime value. 


In this episode, let us give them the best customer experience and surely they will come back to us, with a friend!



Topics Covered:


1:42 - Financial statistics on how retention rates affect income

3:41 - How customer journey affects your beauty business

5:54 - Being aware of customer's concerns

7:40 - My favorite tip to help your clients

8:56 - The best first impression

12:50 - Engaging the sense

16:12 - What is your business atmosphere like

17:37 - Setting clear expectations with your client

20:33 - My personal story with a beauty experience

22:44 - How little extra goes a long way

27:27 - Personal notes to your client



Key takeaways:


"One of the great things to really foster a bond is to help people feel seen, heard, and known." - April Meese


"The little things make the difference between good or great, and overall your experience how they feel when they're leaving." - April Meese


"Listening to the client and taking personal notes on what they say to you makes them feel known." - April Meese


"Make sure they are scheduled. And when you are calling them and reminding them of their appointment we have to be proactive in our business. This is our business. Don't expect the client to always remember, don't expect them to do the work. We want to make sure we're taking care of them and because an existing client there's a little special for them." - April Meese


"When you think about the overall customer experience, think about educating your client, think about the environment, think about everything that is around them, making it easy, and do follow-ups. Think about your customer journey before marketing, but also your overall customer experience when they are with you." - April Meese

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