5 Tips For Boosting Your Referrals
Posted on 2nd September 2015 by Fleur Murphy
Referrals are the bread and butter of the salon business. Not only are they a fast and cost-effective way of growing your client base, but they are one of the best ways to find the type of loyal customer that stays long-term.
A huge part of boosting client referrals is delivering an exceptional guest experience and keeping your clients happy, but that is only half the battle!
In order to truly maximize client referrals, you need a strategy and the right tools in place to get you there. Here are our top tips on where to start.
The old saying 'if you don't ask, you don't get' rings true when it comes to referrals. Remind your team of the importance of inviting happy clients to refer you to their family and friends during the service. If you have a rewards scheme in place, you can advertise this via signage in your salon, or by sending an email campaign to your database.
2. Deliver the WOW factor
Sometimes a little treat goes a long way to tipping a 'satisfied' customer into becoming a promotor who will rave about you to their family and friends. That doesn't mean you have to shower them with gifts or discounts, it can be as simple as a hand massage while their color is processing, some free samples, or taking a few minutes to show them how to style their hair at home.
3. Track and measure
Ask every client how they heard about you - and if it was from a current client, don't forget to record that in your system. If you don't do this, there is no way to find out who is promoting your business, or thank them. Using Shortcuts Reports, you can even drill down into how much revenue specific clients have generated for you through referrals and pin-point your top promoters.
4. Reward consistently
Once you've found out that a client has referred you, the next step should always be an acknowledgement and 'thank you' from the business. This can be an automatic process if you set up a referral campaign in Set & Forget Marketing. You may also choose to reward them with a discount on a product or service or a gift voucher.
5. Take referrals viral
The beauty of social media is that one client's positive experience can reach a larger audience than ever before. Consider putting a promotion in place to encourage clients to check in and tell their social networks when they are visiting the salon, and monitor popular reviews sites to find out who is posting about your business. We've recently hosted a webinar all about encouraging positive online reviews which you can check out here.
How are your referrals performing? If you have any tips you’d like to share, please comment below.