repeat client retention

IncreasingRepeat Client

RetentionMillennium Systems International

Hello!Meet Ruth Gonzalez.Ruth Gonzalez has a background in International Business and first-hand experience as Inventory Manager at a salon and medspa. As a Learning Specialist, Ruth helps clients make the most of their software to grow their business, and furthers the education of internal employees. She also assists our Spanish speaking clients.

GoToWebinar Overview• Have questions? Enter them into the

“Questions” box on the right-hand side of your screen.

• All attendees are placed on “listen only” mode.

• Please take some time to fill out the brief survey that will be sent to you via e-mail following today’s presentation.

What is retention? What does it mean to you? Send your responses via question box.

Customer Retention: The activity a company undertakes to prevent customers from defecting to alternative companies (competitors).

Repeat Client Retention: A measure of how well you are at retaining your clients.

The Six Growth Indicators (KPIs)

New Clients New Client Retention

Repeat Client

RetentionAverage Ticket

Frequency of Visit Productivity

Did you know? Repeat customers spend 33% more than new ones.

On average, it is 7X more expensive to acquire a new customer than to retain an exisitng one.

Step One Run the RIGHT Reports

Step One The MA200: Growth Indicators Analysis

Step One The MA040: Client Retention Summary

Step One The MA045: Client Retention Detail

Step One The MA205: Client Retention by

Department

Step TwoMake Changes for the Future

• What makes you stand out? • Companies that prioritize the customer experience

generate 60% higher profits than their competitors.• Utilize your software features!

Tip One Create a Distinct Experience

Tip One Create a Distinct Experience

Your clients should receive the same attention that was given to them on

their first visit.

Think: DISNEY WORLD

Tip OneCreate a Distinct Experience

• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the

chair.• Reward ($$$) your clients. • This is a group effort!

Tip Two Focus on Pre-Booking

Tip Two Focus on Pre-Booking

“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first

week of January. Did you prefer the same time or earlier? Remember you

earn 1000 points with your loyalty program!”

Tip TwoFocus on Pre-Booking

Tip TwoFocus on Pre-Booking

Tip ThreeUtilize Segmented Marketing

• Create content that's specific to each demographic at your business.

• Cater to your clients' needs/wants. • Get comfortable with the Client Selection feature. • Automated Marketing?


∙ Happy Birthday emails∙ Post-appointment (follow up) ∙ “We Miss You” ∙ Client referral thank you ∙ New product launches ∙ Gift cards about to expire∙ Memberships about to expire∙ & so much more…

Tip FourSell Pre-paid (Series/Packages/Memberships)

• What is the difference between a series/package/membership?

• Less likely to leave after the purchase of pre-paid.• Offer larger loyalty promotions for members. • Book standing after purchase.• Custom packages/series?

Tip FourSell Pre-paid (Series/Packages/Memberships)

• As clients begin to try new services and service providers, they will become brand ambassadors for your business.

• As you become their business of choice for all beauty/wellness needs, they are less likely to leave.

• They will become more likely to refer new clients.

Tip FiveReward Your Loyal Clients

• Get them excited to earn points! • Market your loyalty programs to all of your

clients. • Double points for members? • Helps with all 6 growth indicators

Tip FiveReward Your Loyal Clients

Lets create an action plan. What is your next step?

Milestone Actions Target Date

Discuss the Growth Indicators with Staff

Show them the growth indicators, what they do, and how they play a part.

Research Where You Currently Stand

Run the MA200 for the business and each

service provider. Take a look at your new client

retention.Set a Goal Set a SMART goal and

place inside of your software.

Follow-Through Check in periodically to see where your team

stands with goals.

Empower Your Team!

Any Questions? For questions about today’s presentation: [email protected]

mailto:[email protected]