Managing client expectations with improved client communicationsPosted: May 11, 2017 - By Allison Doyle
In any small business or practice, managing expectations is crucial to building and maintaining a successful relationship with your clients. However, if you don’t manage client expectations early, you could find yourself in some tense situations later on down the road, or experiencing low retention of your clientele.
One way to manage client expectations is to communicate early on how you’ll send out notifications, updates, or important information that your clients might need/want to know.
Send a Welcome Email
For example, if you are a salon who has recently seen several new clients, we recommend sending out a targeted Welcome email, thanking them for their first visit, and providing more detailed information on your services and history.
If you use a marketing and communications platform like Demandforce to send these messages, you can track open rates and specify specific people to receive the email, all based on data synched directly from your salon management system. And Welcome messages sent via Demandforce have an average open rate of 50 percent! (Based on 2016 Demandforce data).
Find Out Your Client’s Preferred Method of Communication
Another way to manage client expectations is to take time to chat with your client during their first visit, and ask them for their preferred method of communication. You can even ask for their consent to send text message updates, or special offers you might be running, and you can confirm that the data you have in your system is up-to-date and complete. This allows you to make sure that when you send a message, via email, voice call, or text, it’s not unwelcome, and your client knows that you might be contacting them.
Continue to Reach Out
One common mistake businesses make that can affect client expectations is to stop communicating with them after the first few months. If your salon or small business emphasizes a personal touch, and friendly family atmosphere, you need to make good on your promise. Set up custom email campaigns to send automatically to specific clients, promoting specials, loyalty rewards, or discounts. Celebrate important milestones with them by sending birthday and anniversary greetings. And make sure that your clients never miss an upcoming appointment by setting up automatic appointment reminders and recall campaigns to send out based on data collected in your management system.
If you continue to nurture the relationship you have with your client past the first visit and beyond, you’ll turn a new client into a loyal client—and you’ll always exceed your clients’ expectations.
For more information on how you can use the marketing tools and communications solutions provided by Demandforce to manage your client expectations, visit demandforce.com/salon-and-spa.
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