How to message clients to keep them coming back (and never leaving again): Here’s the formula
“If a client didn’t return, it must mean they didn’t like our studio. They’ll be annoyed if I call them. I better not bother them,” your administrator might think. But this approach is a costly mistake! It’s much cheaper to retain existing clients than to acquire new ones.
Bringing back lost customers becomes much easier with the “Lost” filter in Meetor. With it, you can quickly find clients who haven’t visited in a while, send them an enticing offer, and win back their loyalty. In this article, we’ll share exactly what to offer in your messages to make sure they return.
Why retaining clients is so important
According to a Bain & Company study, retaining just 5% more clients can boost profits by at least 25%. It’s more cost-effective than constantly attracting new customers, though it still requires effort. The key is to understand the psychology and demographic profile of your audience. When your offer aligns with their needs, you can win back clients who weren’t planning to return.
What to offer
Classic discounts, promotions, and bonuses are great, but gifts are even more effective. Here’s what works best:
- Surprises from Partners
These could include perfume or cosmetic samples, home décor items, self-care accessories, or even a potted plant. A gift that sparks emotion always leaves a positive impression—handmade items are almost always a hit. - Bonuses from “Neighbours”
Collaborate with a nearby business to offer mutual promotions and free gifts for each other’s clients. For instance, your guests could get a free dessert or coffee at the nearby café, while their customers receive a small discount at your venue. - Consultations or Mini-Services
Knowledge can also be a great gift, especially when it’s about beauty or health. Offer your clients a free consultation with your specialist, or give away a simple service like a polish-free manicure.
How to make offers: the formula for an effective message
Many beauty businesses prefer using WhatsApp to communicate with clients. It’s a great platform to share updates, remind clients about appointments, and gather feedback. Messages should be short yet stand out, grab attention, motivate purchases, and comply with messenger and operator rules. You can build your message like a constructor using this formula:
- Personalisation
Addressing clients by name increases their trust and comfort. If possible, enable personalisation in your messages. - The offer
Respect your client’s time and start your message with a gift, announcement, or promotion. - Limitations
Set a clear expiration date for your offer. This not only complies with operator requirements but also encourages quicker decision-making. - Call to action
Place a call to action right before the link to online booking to motivate the client to act quickly. - Feedback
Once you’ve made the offer, the next step is the client’s. Let them know how to reach you by highlighting the channel where you respond fastest.
Summary
Messages can vary in structure but should always include these essential elements: A clear offer, a call to action, a way for clients to respond.
If your message includes a promotion, make sure to specify its expiration date. This not only builds urgency but also complies with messaging rules. Addressing clients by name is an added touch that improves engagement.
Before sending, review your message to ensure it answers the key questions:
- What are you offering?
- Is there a call to action?
- Have you included contact information?
- Does the message specify the promotion’s validity period?
Use the “Lost” filter, craft messages using this formula, and launch campaigns that will bring your clients back!