Client rebooking and retention go hand in hand. Rebooking focuses on scheduling your client’s next appointment, whereas retention puts time and care into building relationships and rewarding client loyalty.
Whether you are serving a longtime client or a first-time visitor, it’s vital to rebook them as early as possible to encourage retention. It will keep your appointment schedule full without having to chase down customers, and it will also increase your clients’ frequency of visit. By bringing them in every 4 weeks instead of every 5 weeks (for example), you will see each client 2-3 more times each year. Multiply that by all your clients and there is a substantial increase in revenue, just from existing clients!
How to begin the rebooking process?
Booking culture begins with the client consultation. During any such appointment, you should discuss their expectations. By doing so, you are able to provide your expert advice on the best course of action. This consultation must be followed by good service. If the client doesn’t feel like they are getting the first-class treatment, they are unlikely to rebook, regardless of the techniques you use.
# for help on how to increase your spa re-booking rate, take a look at our ‘How to…’ guide below.
Deliver Beyond Expectations
Clients will only rebook if they receive exceptional service. It’s not only about achieving the desired results, but it’s equally, and maybe more, important to have them enjoy the process! Be sure to understand their needs and to know how to interact with them.
After service follow up
Get in the habit of sending a text message or email to thank clients for coming in and to check if they were satisfied with their service. If they did not rebook yet, use this opportunity to ask again. (You can save time by automating emails/texts in your spa software program).
If you still haven’t heard from a client a few weeks after the appointment, send another text message (they have higher open rates than emails) to remind them to book. Include a call to action like “call now” or “book online“.
Services at affordable price
Try offering a rebooking incentive, such as a percentage off their next visit or a new mini-treatment. Small incentives are great ways to keep clients coming back!
Train your front desk
Rebooking doesn’t start at the front desk, but it certainly ends there! Tell your reception staff about the rebooking time frame for each client, so they can reinforce that time frame during checkout. Your front desk should also know to always portray your schedule as being busy.
Make it easy for customers to say ‘YES’
Customers tend to like a quick exit after their service, so they don’t want to hang around the front desk. To avoid the customer waiting at the front desk, encourage your service provider to make the pre-booking during the customer’s appointment. Processing times are perfect to do this.