How to Keep Clients When Team Members Leave

 In Blog

I wanted to share a story with you about how Natalie Cranston of Beautifully Gorgeous in Poole approached keeping her clients after a team member moved on.

If you have been in the salon business for any amount of time it is likely you have experienced that dreaded moment when your team member “Asks for a word”. They assure you that they have loved working with you and that they just need a change of career or they want to travel the world only to discover that they have travelled about 2 streets away and are now working for your main competitor.

In addition to this you discover that this individual has turned into a Social Networking Maniac! And her news is all over the place. 

So what do you do??

Ironically most of us do nothing…. We just hope it will be alright. 

The team member however has been building up to this for weeks or even months, collecting client telephone numbers, “Friending” clients on Facebook, following them on Twitter and when its quiet enough whispering to anyone who will listen. The best we come up with is…..  Nothing. 

What the ex team member is demonstrating here is that his or her clients are extremely valuable to them. What are we demonstrating to the same clients is that they are not. If you were the client what would you do?

This is what Natalie did.

  1. Identify the team members clients – She created a list of all clients who routinely visit this team member.
  2. Created a campaign to convince “HER” clients that they were important – She created a generous offer. In this case she offered 50% off all hairdressing until Christmas. 
  3. Contact the clients – She generated a text campaign to the selected clients giving them the good news. 

As a result the phone started to ring very quickly and Natalie said that even the “Die Hard” clients that she didn’t imagine would stay at the salon did. 

Some would argue that promoting like this makes the salon appear needy or desperate and that the discounting “Devalues the Salon Brand”. 

Natalie might suggest that if a higher proportion of her clients stay with the salon than leave, she made a very good decision.

If the average client lifetime is for example  15 visits and the average bill is £35 the lifetime value of a client is £525.00. 

Natalie will reduce approximately 3 of those visits  by 50% which means she will only get £472.50 per client. Lets assume she keeps 50 clients (the average established team member will have about 200) that means that the difference between taking action and doing something will earn Natalie £23,625. 

I suspect her reputation and brand might still be intact also… 

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