Retaining Your Customers

Answer Sheet

TOPIC 1 - Marketing1. What has been your most effective campaign to improve retention?

a. Fashion Shows

b. Adopt a Pet

c. Food Drives/Charity Events

d. Broadcast Educations

e. Birthday Cards

f. Front Desk pushing Prebooking

g. Points Programs

h. Online Gift Cards

i. Groupon

j. Blow Dry Nights

k. Men’s night pizza & Beer

l. New client Welcome Bags

m. Prebook Vouches

n. Memberships

o. Thank you notes

p. Starbucks Cards for Top 50

2. What communication methods have yielded the best response?

a. Email – Segmenting

b. Social Media

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c. Monthly Newsletter (email) that highlights employees, specials, and tips

d. Letters for Thank you’s, referrals, new client welcome letters

e. Social media posts about events and education

f. Hand-written thank you notes

g. Survey Monkey surverys with rewards (fill out this survey and be entered to win a

$100 Visa Giftcard)

TOPIC 2 - Customer Service

1. What is your strategy to solicit feedback on guest experience?

a. Demandforce

b. Yelp

c. Suggesstion Box

d. Facebook – all social media

e. Use guests in commercials

f. Tablets with surveys while clients are in chair

g. 5 Star Program – Give us 5 stars, we give you $5 dollars off

h. $25 Gift Certificate Program – 5 questions to help us understand why you didn’t

come back

i. Follow-up calls asking for feedback

2. How do you handle negative reviews or complaints?

a. Respond to review immediately (especially if on social media), being empathetic,

and thankful for their feedback. Offer them a discount or a free service to come

back in and make the situation right.

b. Spaboom to send a retail giftcard

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c. LISTEN

d. If in person, offer immediate service recovery (discount or free service at point of

sale) – GIVE YOUR FRONT DESK AUTHORITY TO DO THIS! (educate them on

proper scenarios when to do so)

TOPIC 3 - Rewards1. What type of reward systems do you currently have active?

a. Millennium Points

i. Prebooking

ii. Referral

b. VIP Cards

c. New Client Free Upgrade Cards (referral card with the referee’s name)

d. New client bag with coupons/same/ and points packet

e. VIP Memberships – discounts for core clients

f. Events twice per year offering 20% off

g. Anniversary/Birthday discounts

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2. What reward campaigns have yielded the best results?

a. Memberships

b. Millennium Points & Rewards

c. Referral Program

d. 15,000 points if they prebook this month

TOPIC 4 - Guest Experience1. What measures do you have in place to ensure that every customer has positive

interactions with your staff?

a. Scripting

b. Demandforce reviews always on displays (positive as it motivates them)

c. Team-work and consistency

d. Rewarding staff with giftcards to hard work, hitting goals – keeps them happy in

the work places and motivated

e. New client tours by front desk

f. Service Providers must introduce themselves to all new clietns and get to know

them before performing service

g. Take staff to 5-star-spa so they understand how great customer service can

make you feel

h. Team-based pay

i. Proper Training

j. Professional environment

k. Thorough interviews

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l. Dress code!

2. How do you leverage Millennium/Meevo to help improve the guest experience?

a. Use formulas and notes to give me details about the clients upcoming and past

services

b. Use travelers (Client Work Tickets) to make the day run smoothly

c. Give Service Providers access to RTMS to view any changes in the schedule

d. Text/Email communication to clients

e. User-Defined Fields to gather info about the client and have it prepared when

they arrive (Tea or Coffee, red or white wine, favorite candies, allergies, etc)

f. Prebooking prompt at checkout to automatically search for availability

g. Top N/Bottom N to reward Top Spending Clients!

h. New Client listing to properly greet new guests (Welcome Bags, Tour, etc)

#speakTME