Make up artist working with client

The top 10 client messages you could automate now

13 Sep 2018 by Kitomba

Following up with clients and sending marketing messages can significantly improve your client experience. It can also increase your client retention rate, encourage repeat purchases and even attract new clients. However, sending these messages manually can be really time consuming. The good news is you can let Kitomba’s Everyday Marketing do it for you!

Here are ten client messages you could send automatically.

1. Welcome new clients

Make new clients feel cared about with a welcome message. Set up an automatic email or text to automatically send before their first appointment to let them know you’re looking forward to seeing them. Give them any relevant instructions such as where to park, ask them to arrive 5 minutes before their appointment and explain what to expect. Alternatively, you could thank them for choosing your salon with a message sent after their appointment.

2. Invite clients to review your salon

Building your reviews on Facebook and Google can help you attract new clients. Increase the number of reviews you have by setting up an email or text message to send after each client’s first appointment. Your message should thank them for visiting, ask them to write a review and include a link to your review page.

If you want to encourage reviews from existing clients after each appointment, consider making your message more valuable for them by also including an update on their loyalty balance for example.

3. Request feedback

Asking for feedback from your clients gives you the opportunity to make their experience even better. While some clients are going to be happy to give you feedback face-to-face, others may prefer for their feedback to be anonymous. So create a questionnaire in a survey platform such as Survey Monkey or Typeform.

Set up an email or text message to send after each client appointment with a link to your survey asking them for their feedback. If you’re really clever, set your survey to ask clients who give you positive feedback to leave you a review. Use question logic to display the review request when the score from an earlier question such as “How likely are you to recommend (salon name) to a friend?” is high.

4. Thank clients for referrals

Word-of-mouth is a powerful marketing tool, so thank clients who support you by recommending your salon to new clients. When a new client comes to your salon, ask them if they were referred by anyone and add this information to their client card. Having this information allows you to automatically send a message to the referrer after your new client’s appointment. The message should thank them for referring their friend and let them know that they came in. If you offer referral rewards, you could include this in your message too.

5. Share after-service care instructions

For services that have specific maintenance and care instructions, it’s important to give this information to your clients. Doing so during their visit is great, but supporting this with a follow up message is even better.

Set up an email to automatically send a few days after your client’s appointment to remind them of home care instructions, or check in on how they’re going. For example, remind clients who have had laser treatments that they can start gently exfoliating two weeks after their appointment. If a service has a specific care plan that changes over time you could set up a series of messages to send at the appropriate time reminding them to change their care.

6. Follow up on product purchases

Add value to product purchases with a follow up email containing information on how they can get the most out of the product. Video content can be more engaging, so if your product supplier has produced an instructional video, or you have made one yourself, share that too. Set up another follow up message to send three months later reminding your client that they’re due to re-purchase. If you have an online store, include a link so they can buy the product directly from the email or ask them to come into the salon to purchase it.

7. Remind clients to book their next appointment

Some clients are less-inclined to rebook than others. Encourage these clients to return by reminding them when it’s time to book their next appointment. Set up a message to send automatically five weeks after a non-rebooked appointment for example. Make it easy for them to book their appointment too by including a link to your online booking page.

8. Contact clients who haven’t visited for a while

Re-engage lost clients with a friendly message a few months after their last non-rebooked appointment to let them know that you’ve missed them. Ask them if they would like to book an appointment and as always, include a link to your online booking page. You could also include an incentive to book such as a discount offer that they must use that month. A deadline creates urgency and encourage clients to act quickly.

9. Celebrate clients’ birthdays

Never forget to wish a client happy birthday. Collect birthday information from your clients and add their birthday to their client card in Kitomba. Create a fun email that incorporates a relevant image, a birthday greeting and your logo. If you offer a birthday gift such as a discount on a service during their birthday month, add these details to your email too! Then set up an automatic campaign that sends this message to each client on or around their birthday.

10. Delight clients following special occasions

Services that are specific to special occasions such as bridal services or ball hair-ups offer an additional opportunity for you to use automatic messages to show clients you care. For these types of services, consider setting up an automatic email to send to them the following day. Thank them for choosing you for their special day, congratulate them on their wedding day, or let them know you hope their event was fun.

Finally, before you set up any new messages, look at other messages you may have already set up and consider how they all work together. Be mindful of emailing or texting your clients too often as you could risk negatively impacting your relationship with them, or cause them to opt-out of receiving messages from you in the future. Remember that targeting messages to the right groups of people and personalising them by using merge tags to include client names and key details will have better results than sending the same messages to everyone.

Sending targeted, personalised messages to your clients can add real value to your business and your clients experience. So take the time to automate these messages and save time on these important client touch points without ever missing any.

For help on how to set up Everyday Marketing for your salon, spa or clinic, check out our support guide.

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