How to Maximize Your Guest Retention & Revenue

Hello LinkedIn community! Let's dive into this topic!

I get asked this question all the time during my Business Development Workshops and Individual Coaching sessions, the answer is actually quite simple, albeit two-fold.?

1 - Be totally present to the person that is in front of you. Don’t worry about who just left, or concern yourself with who’s next.?

2 - Build all of your relationships on top of a strong foundation of trust. Without trust, lasting success in business, or anything else, is impossible. Now how to accomplish these two things is a little more complex. Let’s dive right in…

BE PRESENT. This sounds simple enough but will prove to be one of the most difficult things that you strive to do in your life. Start with being present to yourself. Your emotions, feelings, wants, needs, dreams, and aspirations. Without this self-knowledge, you will constantly be pulled away from the present, completely unaware of why, and completely unable to stop yourself. Only when you’ve begun to be present here, can you hope to be present elsewhere. Aware of the truth of what someone meant, rather than the superficial message that may have been said. Present to their needs and desires proactively, because you are ‘in tune’ with someone so that you can provide the best possible service and experience for that particular individual.?

When you are present to your guest, they are the only one that exists to you at that moment. When this is the case, you won’t forget to share when you expect to see them next, securing the rebook, or better yet, PREbook. You will listen attentively to everything they share with you so that you can deliver the perfect service, and experience for that individual. You will remember WHO they are, not just as a guest, but as a human being, so that catching up during their next visit will not only be easy, but joyful! After all, who doesn’t like catching up with a friend? You won’t forget to show them how to style their hair and care for it properly, so that their hair remains healthy, and looks fabulous at all times. You won’t forget to offer them the products to purchase that will allow all of that to take place. You will build genuine relationships, establishing trust between you, that will withstand any storm. Your guests will be invested in YOU, not in a service that you, and ultimately many others, provide. You’ll also find that with this increased presence, you will miraculously run more on time than ever!

ESTABLISH and BUILD TRUST. Begin with your service, and build from there. Too often I see stylists attempting to establish trust by sharing things about themself; this is the cart before the horse. Trust is built when small things are done consistently, over time. Consistently deliver quality service and incredible guest experience. Once this has been proven, sharing a bit of ourselves comes naturally, and the bond between us can deepen. Listen more, talk less, and strive to be INTERESTED rather than interesting. People connect when they understand, very little understanding is ever accomplished through talking. This last piece should go without saying - ALWAYS conduct yourself, and your business, with integrity. Just because the salon is having a contest with a certain product, does not mean you should all of a sudden offer it to everyone.

Focus on revenue and retention, you will eventually lose both. Adjust your focus to the person, you will grow both, and maximize your guest retention and revenue beyond what you ever thought possible. Numbers are important so that you can see where opportunities are to increase your level of guest service and experience. KEEP TRACK OF THEM! UNDERSTAND THEM! Just don’t get lost in them. Remember that behind every number, there is a person. A person that matters, that is important, that wants to be heard and understood. We are in the Relationship Business my friends, not the Beauty Business. It is the former that drives the latter, not the other way around.

Thank you so much for taking the time to read this through! If you would like to learn the tools, techniques, and strategies, that I have successfully used over the past 20+ years with my own guests, visit www.yureeshstyle.com, and schedule a complimentary 30-minute consultation call with me. I would love to share with you how I can serve you in maximizing your client retention and revenue so that you can experience for yourself, what these tools can do for you and your business. Never forget, ‘Anything Is Possible!’

Follow me on Instagram for creative posts!