Following up with your guests after their first visit is one of the most important things you can do to increase your new client retention.
Sending a follow-up thank-you email to clients shows them that you genuinely care about them. It also shows them you are invested in building a long-lasting relationship — you are the stylist who wants to work with them for years.
But beyond the thank you email after their payment, you can use a client follow-up email to ask for new client feedback as well. Feedback from your clients is key in retention and also in building your business.
Think of it this way: If there’s something that a client didn’t like when he or she visited your business, it’s important to give them encouragement to share that with you. If you don’t make it clear that you’re open to hearing their concerns, more often than not, an unhappy client just won’t say a word and find someone else to take care of them and their service next time. I have seen this happen so often.
Clients really just want to be heard if they are not happy. And it is your job to give them an outlet to do that. Cue the automated follow-up email.
Pro Tip: Schedulicity offers automated client follow-up and thank-you messages as part of our online booking platform. Try them — along with our other scheduling, marketing, and payment tools – today by signing up.
How to Create the Perfect New Client Follow-Up Email
Step 1: Send it 24 Hours After Their Appointment
With Schedulicity, you can set up thank-you emails to go out 24 hours after a new client visits your business. I highly recommend doing that with all new clients. You have so many templates to choose from — just be sure to pick something that is consistent with your brand.
Step 2: Start By Thanking Them for Coming
This is the most important part! Tell them how much you appreciate them. You can also add that if they have any questions, comments, or concerns to email you or call at any time.
Step 3: Add a Survey
This is the curveball that will take your follow-up email to the next level. You’re going to include a new client feedback survey.
I love using a company called SurveyMonkey for this (it’s free!). They have templates already created for you and even some survey questions already prepared for you based on the type of industry you are in. That said, I’d recommend you create your own survey with about five to seven questions. Don’t worry, it’s very easy to create.
Here are a few questions you might include:
- How would you rate your service overall? You can add a 1 through 5 rating for this, or SurveyMonkey will give you multiple-choice options.
- How would you rate our service compared to the price? I would also add 1 through 5 or the multiple-choice option.
- Would you refer a friend to our salon?
- Please share your comments or recommendations on how we can improve your experience. This is important. Be sure to add an empty block where they can write out how they feel about your business and their first experience as a new client.
From there, you can easily log in to your account and check out the responses.
Step 4: Respond to All Negative Feedback!
If you receive a negative response, I highly recommend reaching out to that client via phone call or email. It is very important to acknowledge their response.
I can tell you first-hand, it is not an easy pill to swallow when you receive negative feedback. But, I truly feel that feedback is a gift wrapped in a little red bow. It can help you in so many ways. Plus, feedback is such a great tool to help you become more connected with your clients and a great way to learn more about your business from the perspective of your clients.