The quality of your customer service highly determines your bottom line. Think about it; if you visit a business with no regard for its clients, would you go back? Probably not! Customers value high-quality and personalized services, and neglecting them could be costing you a fortune.
One of the main mistakes spa owners make is focusing on customer acquisition instead of client retention. Yes, landing a new customer is good for business, but a loyal client is even better. Research shows that regular customers spend 67% more than occasional ones.¹
Customer Service Tips to Grow Your Ultrasonic Business
Successful spa owners know that customer loyalty is critical to their growth strategy. If you nurture and maintain a strong relationship with your regular clients, they will remain loyal to your business. Some may even recommend you to their friends and family!
Here are four effective tips on how you can build a loyal customer base for your spa.
Make Your Customers a Priority
Customer loyalty is highly dependent on your customer service skills. Thus, every time a client visits your spa, analyze all interactions they have with your staff. Did they have to wait for long? Were the employees helpful and kind? Were you responsive to their needs? They then keep score.
If they felt neglected in any way, they might not come back. And that’s lost business!
Ask For Customer Feedback and Act On It
Let your customers know that they’re part of your business. Consequently, let them know that they’re not just a means to an end, and their feedback matters. So, send out feedback forms and customer surveys to determine how your customers feel about your business.
You may be surprised. They will highlight the areas they feel you could improve on, those you’re excelling at, and blind spots you never knew you had. Thus, make sure to act on the feedback, or customers will stop filling out the forms.
Reward Loyal Customers
Here’s an interesting fact; it’s five times more expensive to get a new customer than to retain an existing one.² Stop spending your money on the wrong customer segment! Keep in mind that loyal customers give you a solid sales base that you can count on.
Create a reward or loyalty program for loyal customers. These programs work because they make customers feel appreciated. While at it, you could also launch a referral program to pull in more customers without losing the existing ones.
Improve Your Service Quality
No matter how good your customer service is, your retention rates will be low if your service quality is poor. Therefore. invest in staff education and focus on improving their skills. This tip is, however, dependent on the feedback forms. You could be making costly mistakes that you’re unaware of. Thus, the only way to rectify this is by asking for customer feedback.
Get the Most of Your Ultrasonic Cavitation Machine With the Above Tips
Customer retention highly impacts the growth of your spa. If you don’t have loyal customers, you have to look for new clients constantly. This can be very expensive. Thus, focus on nurturing the existing customer relationships using the above tips for more profitability.
Links to Sources Used
- A Playbook To Help You Increase Your Customers’ Average Order Value – https://www.forbes.com/sites/square/2021/06/03/a-playbook-to-help-you-increase-your-customers-average-order-value/?sh=63d7606c1b6a
- Don’t Spend 5 Times More Attracting New Customers, Nurture The Existing Ones – https://www.forbes.com/sites/jiawertz/2018/09/12/dont-spend-5-times-more-attracting-new-customers-nurture-the-existing-ones/?sh=1250b7815a8e