SITUATION: Do you let your clients know you’re not taking new clients?
SITUATION REVIEW: The decision to not accept new clients can be a double-edged sword. On one side, this decision more than likely means that you have too many customers and are booked out months in advance. This is a dream come true for many salon professionals. But, the other side is having to answer the very important question, can you truly have too many customers?
SOLUTION: Before you start turning away customers, consider these important factors. Every business experiences something called customer attrition. This is nothing more than the loss of customers and it naturally takes place. Customer attrition rates can be as high as 20% per year. That’s potentially 2 out of every 10 clients. Don’t be disillusioned by a full appointment book. That same appointment book can be full one day and not the next. The overall goal of an industry professional is not just to have a full appointment book, but to continually grow your client base. The most effective way to stay one step ahead of the customer attrition is to be in high demand, have a full waiting list and continually grow your customer base.
Before you consider turning away new customers; consider hiring an assistant, I always say why not work smarter and not harder! By bringing on an assistant you will be able to accommodate a greater number of customers in your work day, continue to grow your customer base, and increase your revenue. In addition to that, you’re helping out a new or novice technician to build their skill set. Now that’s what I call a win-win solution!
GROWTH OPPORTUNITY: Regardless of your final decision, to not take on new customers or you decided to bring on an assistant to aid you throughout your day. Communication is key in providing outstanding customer service. Certainly, you will want to communicate confidently and share your final decision with your customers.
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