How to Keep Clients When Team Members Leave
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.
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.