What is your cleint retention "secret"?

I have lost a client. It's sad, but true. 

I missed the boat and I don't know if he is ever coming back. 

You see, his wife told me that there is another Big Box Salon who is willing to do what I have assumed was no longer necessary to include in my everyday service.

The Scalp Massage.

SCHEDULE'em Online Appointment books

While this five minute luxury may bore me after years of rubbing my client's tension away, apparently my great cuts and friendship are not enough to keep him coming. He will sacrifice a hair cut he likes for a hot towel and head rub.

His wife is not happy.

His former hairstylist (sigh) has learned something: My technical work is outstanding, but my tried and true "loyal client" building/retention skill has gotten rusty.

As a young stylist I continued with my Beauty School training and completed a 5-minute scalp massage with each customer. Every visit. And my clients loved the extra TLC.

As my clientele grew, I started slipping into faster, more routine work and my scalp massages became fewer and further between.

So now as I reflect on this experience, it makes me wonder again about that personal touch. I like being that one person in some one's life who took the time to "reach out and touch someone." 

Time to reinvent that part of my client experience.

What are the simple things that keep your clients coming?