It should come as no big surprise to know that in a $4.5 Trillion industry, other spas are vying for your clients. In order to stay top of mind, it’s important to know how to stand out. That’s why I wanted to write a blog showing you 5 ways to show your spa clients they’re appreciated. Whether digitally or in print ads, your spa clients are being targeted on a daily basis to try to get them into another spa. So how do you keep the clients you have and have them singing your praises? Let’s dive in!
Rebook In Person
Dopamine induced sluggish walks to the front desk to check out, post-massage can really play to your advantage. They’ve just had an amazing massage. Nine little words could potentially get them back in your spa next month or even next week.
Would you like to book your next massage today?
There could be some hesitation or they could willingly pull out their phone and find a date/time that works for them. If they love their therapist, use a benefit statement.
Mike really books up quickly. Would you like me to get you on his schedule for next month so you’re sure to get him next time?
If there’s still hesitation, perhaps a value added incentive would do the trick to get them back through the door.
If you book your next massage today and keep your appointment, we’ll add on complimentary aromatherapy.
Loyalty Programs are another great way to get spa clients to come back. Often, spas make the mistake of thinking a loyalty program has to be about giving something away for free. Instead of free stuff, why not offer something like this: When you have your 10th facial, we’ll upgrade you to our VIP Package, which includes a glass of wine, your facial, and a 25-minute back massage (or any other value added package.) When you offer something like a loyalty program, when your spa clients think about going to a different spa, they think about that nice value add they have in store in just a few short sessions.
Use a Survey
According to Strategies.com, only 3% of spa owners know their retention rates. With an industry average of only 30% retention, it’s important to know why people aren’t coming back. One way to find out if you’ve made a (good) lasting impression with first time spa clients is to follow up with a brief survey. It’s important to keep it brief since we’re in such a fast paced world. If it’s more than 3-4 questions, it might be worth it to offer an incentive for their time in filling out the survey.
Listen, Learn, Act
Most of my spa clients have a booking system that allows them to make notes about clients that come in. Therapists keep their notes in one place and front desk keeps their notes in another space. If a client comes in that prefers a certain kind of tea that you have, look at your schedule a week ahead and be sure to have that tea ready for your client when they come in. Have a client with a nut allergy, but you offer nuts as a snack in your relaxation area? Have another pre-packaged snack ready for them. Simply listening to the client, learning about them and then acting in a way that is of service to them makes all the difference in the world.
Hand Written Notes
Hand written notes are a lost art form that go a long way to make people feel appreciated. This is particularly effective for brand new clients and on client anniversaries with your spa. If you’re not doing it now, it’s a great way to retain clients. Just letting someone know they are appreciated does a lot to build your spa-client relationship.
Give Out Branded Reminders
A few times a year, it wouldn’t be a bad idea to forecast the number of spa clients you’ll be serving in that month and order some snazzy branded spa merchandise and give it out to loyal and first time clients. Whether they’re drinking their tea out of a sleek modern mug with your brand’s name on it or if they’re sliding into a pair of branded fuzzy socks, your name is going to be subconsciously associated with comfort. That’s exactly what we want. When guests are seeking comfort next time, wonder who they’re going to call? You, of course!
I hope these tips and tricks give you inspiration to both figure out what your retention rates are and also to raise those rates. I know you’ll do great! As always, if I can help your spa reach its potential, please don’t hesitate to reach out to schedule a time for us to chat!
xx – Julie