Customer retention is on the mind of every salon or spa owner and manager. With the rising cost of acquiring clients, businesses must be innovative and proactive by engaging in effective client retention tactics! Join Ruth Gonzalez to learn 5 simple ways to increase your new client retention.

1. Increasing
New Client Retention
Millennium Systems International

2. 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.

3. GoToWebinar Overview
• Have questions? Enter them into the “Questions” box on the
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• All attendees are placed on “listen only” mode.
• Please take some time to fill out the brief survey that will be
sent to you via e-mail following today’s presentation.

4. The Six Growth Indicators (KPIs)
What are they? Why are they so important?

5. New Clients
The Six Growth Indicators (KPIs)
New Client
Retention
Repeat
Client
Retention
Average
Ticket
Frequency
of Visit
Productivity

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

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

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

9. Why is this so important?
What can you do?

10. Step One
Run the RIGHT Reports

11. Step One
The MA200: Growth Indicators Analysis

12. Step One
The MA040: Client Retention Summary

13. Step One
The MA210: New Client Retention By Visit

14. Step Two
Make Changes for the Future

15. • 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

16. Tip One
Create a New Client Experience

17. “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 One
Create a New Client Experience

18. • 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

19. Tip Two
Focus on Pre-Booking

20. “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 Two
Focus on Pre-Booking

21. Tip Two
Focus on Pre-Booking

22. Tip Three
Sell 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.

23. Tip Three
Sell Series/Memberships

24. Tip Four
Verify 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.

25. Idea Four
Verify Their First Experience

26. Idea Five
Introduce 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

27. Idea Five
Introduce Client Loyalty Rewards

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

29. 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.

30. Any Questions?
For questions about today’s presentation:
education@millenniumsi.com