Customer at till

Rebook your salon and spa clients and reap the rewards

9 Mar 2012 by Brenda Perham

As salon and spa owners and managers you’re always seeking new ways to grow your business and attract new clients. But first you need to look and see if you’re maximizing the potential of the clients you already have stepping through your door!

Rebooking is important

Rebooking your existing clientele can grow and stabilize your business dramatically without a large dollar investment. Creating a strong habit of rebooking clients with your team is easy and can increase your number of loyal clients. 

Run your Kitomba reports

Take a look at your Kitomba Business Summary report. Underneath your rebook rate is your client visit rate e.g. ‘7.3 pa or every 7wks 1.0days’. This means that your clients are on average visiting you 7.3 times per year or every seven weeks and one day. As you build your rebook rate you’ll see the frequency of your client visits increase over the year. 

If your rebook rate is quite low (well under 50 percent) at the moment and you increase it to over the 70 percent mark, you can easily gain another two visits over the year from your clients. Multiply your client average spend by two (the extra visits) and then multiply by the number of active clients you have on your database. Now see the potential for earning serious extra cash that could be in your till!

Tips to help you improve your rebooking culture

  • Never ask your client to rebook at the desk! Incorporate it into your service. Instead suggest a time frame for when they’ll need to return for their next visit. If they hesitate, mention that you have a text message reminder service (some clients fear they will forget!).
  • Run a prize draw over an eight week period for clients who rebook. Create an amazing prize that doesn’t cost your business too much and promote it within your salon or spa, on Facebook and on your website. But most importantly, get your team talking about it with every client!
  • Incentivise your team to get their clients in the draw by rewarding the stylist/therapist whose client is the winner.

So get going… it’s like a snowball… once it gains momentum it gets bigger and bigger. And the great thing is that once you have your rebook culture, you’ve also trained your clients to just keep rebooking, which they will now have to do to get an appointment with you! Check out our blogs to find out more about rebooking and client retention. 

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