Posts tagged ‘TheBeautyResource.com’

Your Frequent Buyer Program: A Secret Formula for Effortless Repeat Sales

Your Frequent Buyer Program: A Secret Formula for Effortless Repeat Sales

The other day I passed an upscale nail spa and a sign on the front desk caught my eye: It read “Cheaper by the dozen, buy 12 manicures for the price of 10.”

Well what that hoity-toity nail spa knows is that frequent buyer programs, by any description, are a very powerful tool.

Here are a few ideas for frequent buyer programs.

* Make your program user friendly (for both the client and the salon/day spa). A punch card or a stamp will do. Make sure you keep the number of purchases in the computer in case the client forgets her card.
* For a more “expensive” look, try a plastic card. You can purchase these through your software provider. A wonderful touch is sending the client a printout of her usage.
* Try collaborating with an aligned business and offer “frequent” buyer programs. For example, you can arrange with a neighboring tanning salon to give a free tanning session for every three haircuts in your salon.
* Give a gift certificate valued at $x for every $y spent in services in your salon.
* Offer your top “inner-circle” of clients an exclusive discount as a reward.
* Arrange to give frequent flyer miles with your gift certificate program.

After you decide you’re going to have a program, make sure you:

* Clarify your goal.
* Clarify all the technical aspects of your program (how it works).
* Have a reward that the client considers valuable, but not so expensive that you lose money on it.
* Determine the length of your program—give enough time so the client can benefit.
* Know how the clients will receive the bonuses—don’t make them wait too long or jump through a ring of fire to get the bonus. They’ll only get frustrated and all your hard work will go down the drain.Test your program.

Andrew Finkelstein, President of the Beauty Resource, is a successful New York City-based entrepreneur, author, speaker, and coach who helps professional beauty businesses get more clients. Andrew’s E-zine The Finkelstein Report is the beauty industry’s #1 marketing resource with free articles, marketing tools, and valuable advice for salons and day spas owners. Contact Andrew at TheBeautyResource.com

If you are interested in printing a postcard for your sales or buy one get one events, please visit Salon Pro Marketing

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How to Turn Complaints into Opportunities

The old adage says that complaints are opportunities. They certainly are; however, only if you look at them that way. 

The thing is that most salon/day spa owners don’t have a system in place for turning those lemons into lemonade.

So here’s an easy six-step rapid recovery process that when implemented, will serve you, your business, and your clients (believe me they want to do business with you—they wouldn’t be with you in the first place if they didn’t!).

  1. Apologize: Does it really matter who’s right? Ultimately the client is, even if he/she is wrong. So get on with it and acknowledge that a problem exits. Say you’re sorry and mean it.
  2. Listen and empathize: Let the client get it out—at this point, she wants “an ear” and not a lecture. Really listen, when you do, the client will feel that you care.
  3. Fix it ‘Fairly’: After you’ve listened, you’ll understand the problem. Now do what you have to do to fix it. Usually all the client wants is what she wanted in the first place, the sooner the better.
  4. Offer atonement: Even if symbolically, your rapid recovery system will earn high marks if you come from the perspective of, “I’d like to make it up to you.”
  5. Keep your promises: You’re already in hot water, so don’t fuel the fire by over-promising and under-delivering. In other words, do what you say you’ll do.
  6. Follow-up: Be it in a few days or a couple of weeks, check to make sure that things really did work out to your client’s satisfaction.

Andrew Finkelstein, President of the Beauty Resource, is a successful New York City-based entrepreneur, author, speaker, and coach who helps professional beauty businesses get more clients. Andrew’s E-zine The Finkelstein Report is the beauty industry’s #1 marketing resource with free articles, marketing tools, and valuable advice for salons and day spas owners. Contact Andrew at TheBeautyResource.com