4 Ways to Build Client Loyalty
It’s been a few weeks since the lash industry reopened, and it feels good to be back.
Since reopening we’ve had a few questions regarding how to get clients and how to keep clients coming back.
This is where building client loyalty comes in, client loyalty is a measure of how likely your clients are to come back and use your services/brand.
Your loyal clients are the ones who are going to come to you for lashes even if your prices change, so it's important to build that trust, establish a relationship with them and make sure they’re happy.
If you’re not sure how to build a loyal client base, here are some of our top tips to build client loyalty…
1. Encourage Client Feedback
Client reviews go hand-in-hand with customer loyalty. Good reviews will drive clients to your lash business, good service will convert anyone looking for lashes into clients, and happy and satisfied clients will leave good reviews!
Encourage your clients to leave reviews or ask them for feedback. Whether it's good or constructive, feedback is important as it will help improve your service. A simple way to ask for feedback is to message all your clients following their appointment. Ask them if they were happy with their lashes and send them a link to your Facebook page/website so they can easily leave a review.
2. Reward Loyalty with a Client Loyalty Scheme
For example, if a client visits you 5 times, give them something to say thank-you. It's always nice to add value or treat your client to a discounted treatment. If you offer additional services, this is a great way to tie these services in and make your clients aware of what other treatments you offer.
We’ve listed a few examples below to help:
- Visit 5 times and get a free brow wax and tint on your 6th visit.
- Visit 5 times and get 20% off your next lash appointment.
Another way to do this is to offer discount on any new treatments. This way you can look after your regulars and make them feel special as they get to save money and be the first to try out a new treatment. If you offer this to your regular customers first, they’ll feel special and will be more likely to leave a review and tell others about their experience.
3. Be the best at what you do!
An easy way to build customer loyalty is to simply be the best out there. There are so many lash artists out there, who are all great at what they do, but clients just can’t justify the cost of going to all of them, which is why you need to stand out.
If you’re just starting out, then feeling good about your work and building your confidence may be hard. But have faith in yourself and believe in your work! Take lots of photos of your sets, share your work, and showcase what you can do.
If you offer great lashes, reasonable prices, and great customer service, then clients will definitely keep coming to you.
4. Add a Personal Touch
Clients are more likely to be loyal if they feel valued.
Adding a personal touch to your service will help improve client loyalty. Note things down such as client birthdays, job interviews, an upcoming holiday, and then make sure to ask your client about this when they come in. It’s a great conversation starter and it will make the client feel special and show you care.
Clients will be quick to pick up on this and remember that special something you did for them. This is particularly important for new clients and is helps with conversation. With your regulars this will just come naturally!
Offering an Aftercare bag is also a great way to add a personal touch. Not only will this help the client look after their lashes, but it will make their experience more memorable and encourage them to return.
If you’re not sure what to include, or need some inspiration, you can view our Aftercare Kits here
Remember: You want to aim to turn every first-time client into a loyal one. If you provide great customer service, beautiful lashes, and exceed expectations you’ll do just that.
Of course, there will always be clients that come to you once a year for a special occasion, but they are still loyal clients, and they are choosing you each time and supporting your business.
We hope you have found this blog post helpful and it's given you some tips on how to build client loyalty. As always if you have any questions, please get in touch with us on Instagram @LashBase_Uk and we’ll be happy to help!