Episode 11-4: Salon Business Series - Customer Loyalty by Neil Ducoff from Strategies
In this six-part series, Neil Ducoff from Strategies focuses in on the 6 most important business outcomes and topics each and every owner must embrace, understand and execute against in their business each and every day. In this fourth episode in the series, Neil discusses the importance of customer loyalty and how the attitude of the salon affects the customers. He encourages owners to measure client retention for new customers and existing ones. Neil talks about prebook rate and why it is more important to happen right after the service vs. assuming the appointment will be booked in a timely manner using other methods like "online booking". Importantly, he discusses how to be sure your clients are loyal to the "brand" meaning the salon.