Silent walkers: Penny Etheridge on using salon software to prevent them & build lasting client relationships
By Guest Writer | 29 June 2023 | Business, Expert Advice, Feature
With 91% of clients not complaining after a negative experience in the salon, instead opting to not return, becoming “silent walkers”, Penny Etheridge of Penny Etheridge Creative Business Consultancy discusses how salon software can be utilised to prevent this.
“Using your software system to its full potential lets you have the best conversation with all your clients on a regular basis,” Penny says. “Salon software is your personal guide into the behaviour of all your customers and used correctly will hold your hand to build an important picture of client loyalty and buying habits.”
Penny Etheridge
“Try texting clients with a variety of messages, or pick up the phone and talk to the client,” Penny recommends. “A client courtesy call is a unique opportunity to discover the little things you may not get quite right during a working day, and is often easy to miss when you’re in the middle of a busy salon with a million jobs to manage.”
“Ensure you have a full client service history sitting in front of you before getting in touch, and remember this is a professional conversation, not a chat with a friend. You need to establish why this client has not returned and reassure them that all communication remains strictly confidential.”
Penny recommends iSalon Software, noting that the booking service allows her to run targeted marketing campaigns, newsletters and send text messages to clients.
“Consider a booking system like iSalon Software for sending text message reminders for upcoming appointments, personalised birthday messages, promotional offers and following up post-appointment to receive feedback,” suggests Penny. “Salonspy feature, integrating with your salon software to engage clients and encourage them to leave customer ratings and reviews. It’s a great way to build trust, credibility and confidence in your services.”