New Client Retention

IncreasingNew Client RetentionMillennium Systems International

Hello!Meet Ruth Gonzalez.Ruth Gonzalez has a background in International Business and first-hand experience as Inventory Manager at a salon and medspa. As a Learning Specialist, Ruth helps clients make the most of their software to grow their business, and furthers the education of internal employees. She also assists our Spanish speaking clients. 

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The Six Growth Indicators (KPIs)

What are they? Why are they so important?

New Clients

The Six Growth Indicators (KPIs)

New Client

Retention

Repeat Client

RetentionAverage Ticket

Frequency of Visit

Productivity

New Client Retention: The percentage of new clients that visit the business and return for their second visit within 90 days.

In Other Words… A measurement of how loyal your new clients are.

New Client Retention: The industry average currently stands at 35% during the 2nd visit. It drops to 8-10% by 6th visit.

Why is this so important? What can you do?

Step One Run the RIGHT Reports

Step One The MA200: Growth Indicators Analysis

Step One The MA040: Client Retention Summary

Step One The MA210: New Client Retention By Visit

Step TwoMake Changes for the Future

• A client’s first impression is a lasting one. • Welcome bags that include samples,

brochures/pamphlets, information on client loaylty program.

• GIVE THEM A TOUR!

Tip One Create a New Client Experience

Tip One Create a New Client Experience

“Hi Lauren! Welcome to Millennium Salon! Thank you for joining us! Here is a goody bag for you that includes some samples, etc. Here

is a sheet that outlines our client loyalty system. Each of these actions (review some of

them) will grant you points, which you can redeem for services! Now let’s go on a quick

tour of our salon so that you can become familiar with our facility. Before we start, would

you like a beverage- water, coffee, champagne?”

Tip OneCreate a New Client Experience

• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the

chair.• Reward ($$$) your clients. • This is a group effort!

Tip Two Focus on Pre-Booking

Tip Two Focus on Pre-Booking

“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first

week of January. Did you prefer the same time or earlier? Remember you

earn 1000 points with your loyalty program!”

Tip TwoFocus on Pre-Booking

Tip TwoFocus on Pre-Booking

Tip ThreeSell Series/Memberships

• What is the difference between a series/membership?

• Less likely to leave after the purchase of pre-paid membership.

• Offer larger loyalty promotions for members. • Book standing after purchase.

Tip ThreeSell Series/Memberships

Tip FourVerify Their First Experience

• Follow-up on your new clients. • Offer to set up their next appointment if they

have not pre-booked. • Remind them of loyalty memberships.

Idea FourVerify Their First Experience

Idea FiveIntroduce Client Loyalty Rewards

• Incentivize ($$$) pre-booking at their first visit.• Offer rewards for series/membership sales. • Double points for members? • Helps with all 6 growth indicators

Idea FiveIntroduce Client Loyalty Rewards

Lets create an action plan. What is your next step?

Milestone Actions Target Date

Discuss the Growth Indicators with Staff

Show them the growth indicators, what they do, and how they play a part.

Research Where You Currently Stand

Run the MA200 for the business and each

service provider. Take a look at your new client

retention.Set a Goal Set a SMART goal and

place inside of your software.

Follow-Through Check in periodically to see where your team

stands with goals.

Any Questions? For questions about today’s presentation: [email protected]