Header image for article Using Social Media to Increase Client Retention

Using Social Media to Increase Client Retention

April 13, 2020 by Sally Pau

While it is exciting to see new faces coming into your beauty business, having a regular and loyal client base will build your foundation for success. High client retention will help to ensure you will have a stable income each month. You will also find that your client relationships will become very beneficial in the long run. We have written about increasing client retention, though this article will focus on using social media to your benefit.

Creating a memorable salon experience helps with your client retention offline while using social media will continue it online. The client experience begins before they step foot into your salon. Social media is great for marketing your services and to connect with your clientele. It allows you to add value to the services you provide to your clients and build loyal relationships.

Your loyal clients love what you do, will continue to book with you, and will refer your services to their friends and family. Thanks to the power of social media, it allows clients to voice their opinions. A happy client will more than likely give your salon a shout-out on social media, post client selfies after the service, or leave a positive review online. They will strengthen your business by becoming natural advocates online and help to build your presence.

Engage with Your Clients

Build your client relationships online by engaging with them on social media. Whenever they comment on your posts, like and respond to each one. If they post photos, it doesn’t take much effort to return the love. It allows you to get to know your clients on an individual level. The more you engage with your clients, the more you will understand their needs and values. This will help you shape and tailor your services to serve them better in the future.

It also goes the other way around by reminding your clients that you are more than a service provider. There is more to each appointment than the treatment alone. You are building yourself a passion-filled business doing what you love by helping others feel great inside and out. As you build a relationship with your clients, they will be more willing to help you out. Beauty professionals have voiced that many clients enjoy supporting small businesses. This includes sharing your work with their personal accounts and leaving positive online reviews.

With social media, you are also able to provide real-time support if your clients need it. For example, some clients may feel nervous during the healing process after permanent makeup services. They understand what to expect, though they may have questions along the way. Show your clients that you are there for them and be ready to answer any questions they may have.

Show Your Appreciation

Engaging with your clients goes hand in hand with how you show your appreciation to them. This includes reposting their client selfies, personally thanking them, offering referral and loyalty programs, and running online giveaways exclusive to your current clientele. There are so many ways to show your clients that you appreciate them. After all, they do become the backbone of your business.

Image of @mindful.lashandbeauty

Image credit: @mindful.lashandbeauty

When clients feel appreciated, they know that your relationship with them is more than work or a dollar value. They will feel a sense of value that they may not get from another beauty business. This will encourage them to stay loyal to you and your business. You’d be surprised by how many individuals will share your work and support you without even asking. As long as you make them feel valued and appreciated, they will be more than willing to help.

Provide Educational Content

Your Instagram content will work together to increase your professional image, build trust, and add additional value. To do so, you should provide educational content to current and potential clients. This will help to establish you as an expert in the beauty industry, attract new clients, and educate your current ones. This can be done through your regular Instagram posts, getting on Instagram stories, and using IGTV.

While you should provide aftercare instructions after each service, your Instagram content can provide additional information to prolong the results. For example, you can show clients how to wash their eyelash extensions to promote retention. Other great ideas include showing behind the scenes of your services and explaining the differences between each one to help clients understand which ones they should be booking.

Image of @lash.bae's instagram

Image credit: @lash.bae

Providing additional content about your services can also encourage clients to try other services. It allows you to upsell your services and give current clients more options. Let’s say you are an aesthetician providing a variety of skincare services. A client that regularly goes in for a basic facial may be enticed to try something different, such as microdermabrasion. Your content can provide the information and details to give the client confidence to try new treatments. You can become the go-to person for all your clients’ beauty needs.

If you’re a beauty educator and are looking to attract up and coming artists, you can provide beauty business and marketing content. This will help you build credibility and trust while marketing your courses. Find ways to show the benefits of your training program, the potential of working in the beauty industry, and how other beauty professionals can market their business online. This includes posting testimonials from past students, showing off your student’s work, and talking about the income potentials. If you are looking to share marketing tips, share behind-the-scenes photos of your business processes and what you’ve learned along the way.

Simplify the Re-Booking Process

If you want clients to continue rebooking with you, make sure that the rebooking process is easy and can be done directly through social media. Take your bookings online by using a software to simplify the process. Put the link to your booking site in your bio for clients to access it at any time. Make it easy for your clients so they don’t have to manually contact you. This helps to avoid back and forth communication trying to decide on a time slot that works best for both of you.

Using a scheduling and business software, such as Jupiter, allows clients to see your availability ahead of time. They can book from the comfort of their own home, pay the deposit, and sign the intake form before the appointment. It is easier for you and your clients.

Clients feel more valued when you remember the details of each appointment. This is easily done through the client management system where all past appointment history, notes, forms, and images are conveniently placed in one spot. You will always stay on top of everything and never miss a detail. When combining everything you do on social media along with your streamlined business processes, it helps to boost your client retention rates.

Try Jupiter free for 14 days so you can start focusing more on what you love. Streamline your business so you’ll have more time to focus on building relationships with your clients, grow your online presence, and increase your client retention.

Picture of Sally Pau

Sally Pau

Sally is a Product Marketer at Jupiter. She enjoys the art of storytelling through content creation to build relationships within the online community.