Understand your target audience
Take the time to study the people you serve. What are their interests? What kind of lifestyle do they lead? What is their mindset, and which social media platforms do they prefer? With these insights, you can tailor your marketing strategy to ensure existing customers return more often while also attracting new ones.
Tip: Analyse customer behaviour using Meetor. Reports on staff performance, services, and promotions will help identify which employees and services resonate most with your audience. Connect an analytics tool to your online booking form to see which channels drive the most traffic—your website, social media, maps, or messaging platforms.
Be relatable
Customers are unique: some prefer to enjoy their appointment in silence with headphones on, while others love to share their news with staff. It’s a great idea for your team to adapt their approach to each guest. You don’t need an exceptional memory to do this—Meetor can help.
“Meet not only the customer’s immediate needs but also their psychological ones. Some want to chat, some need to relax, and some are in a rush and need their hair done in 20 minutes. It’s also essential to know as much as possible about the customer: what coffee they like, the names of their loved ones, and their favourite topics of conversation.”
Tip: Note down all these details in the comments section of their visit or their customer card. Staff will remember who prefers silence during their appointment and tea over coffee. Configure custom fields in the booking system to quickly record key service notes—such as the type of manicure a client wants or the car they’ll arrive in for a parking pass.
Choose the right approach
Hearing casual language in a luxury salon may feel odd, just as classical music might in a tattoo studio. There are no minor details in customer communication—only subtleties that deserve attention.
“It’s crucial to build rapport by creating a comfortable environment. Communication is the foundation of your relationship. Develop and document a tone of voice for your business—your customers’ positive response will follow.”
Be honest
Building strong relationships with customers can take years but can collapse after a single misstep by the company. Customers will accept changes if they understand the reasons behind them. Sharing your position openly strengthens their connection to your brand.
“Stick to a policy of honesty and transparency with customers. Even during the holiday season, never artificially inflate the prices of gift certificates. For new customers, offer discounts based on the original price, not an inflated one.”
Stay in touch after the purchase
If you want to retain customers after their first visit, your communication shouldn’t end there. Remind them of your business: ask for reviews in exchange for discounts, notify them of available slots, and inform them about promotions.
“Post-purchase support and communication play a vital role. Collect customer feedback, understand their concerns, and resolve them quickly in the most convenient way possible. It’s essential to separate sales and support so customers can trust you.”
Tip: Work with your customer database by segmenting clients using filters. Instantly identify guests by age group or loyalty status. Send them personalised offers via messages, push notifications, or emails. This can help you recover up to 40% of lost traffic.
Value your team
“A manager must respect and appreciate their employees, taking care of them. This will inspire staff to pass on that love and care to their customers.”
Tip: Caring isn’t just about kind words. Use Meetor to ensure your staff are up-to-date with schedule changes, can calculate their wages independently, and have access to client information ahead of appointments.