Did you know that the average new client retention is only 35%, a shortcoming of over half to the ideal 60-80%! Take this class with Millennium Educator, Ruth Gonzalez, to learn 5 simple ways you can increase your repeat customer retention and improve your bottom line.

1. Increasing
Repeat 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
right-hand side of your screen.
• 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. What is retention? What does it mean to you?
Send your responses via question box.

5. Customer Retention:
The activity a company undertakes to prevent customers from
defecting to alternative companies (competitors).

6. Repeat Client Retention:
A measure of how well you are at retaining your clients.

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

8. Did you know?
Repeat customers spend 33% more than new ones.
On average, it is 7X more expensive to acquire a new customer than
to retain an exisitng one.

9. Step One
Run the RIGHT Reports

10. Step One
The MA200: Growth Indicators Analysis

11. Step One
The MA040: Client Retention Summary

12. Step One
The MA045: Client Retention Detail

13. Step One
The MA205: Client Retention by Department

14. Step Two
Make Changes for the Future

15. • What makes you stand out?
• Companies that prioritize the customer experience generate 60%
higher profits than their competitors.
• Utilize your software features!
Tip One
Create a Distinct Experience

16. Tip One
Create a Distinct Experience

17. Your clients should receive the same attention
that was given to them on their first visit.
Think: DISNEY WORLD
Tip One
Create a Distinct 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
Utilize Segmented Marketing
• Create content that's specific to each demographic at your
business.
• Cater to your clients' needs/wants.
• Get comfortable with the Client Selection feature.
• Automated Marketing?

23. Tip Three
Utilize Segmented Marketing

24. Tip Three
Utilize Segmented Marketing
∙ Happy Birthday emails
∙ Post-appointment (follow up)
∙ “We Miss You”
∙ Client referral thank you
∙ New product launches
∙ Gift cards about to expire
∙ Memberships about to expire
∙ & so much more…

25. Tip Three
Utilize Segmented Marketing

26. Tip Four
Sell Pre-paid (Series/Packages/Memberships)
• What is the difference between a series/package/membership?
• Less likely to leave after the purchase of pre-paid.
• Offer larger loyalty promotions for members.
• Book standing after purchase.
• Custom packages/series?

27. Tip Four
Sell Pre-paid (Series/Packages/Memberships)
• As clients begin to try new services and service providers, they will
become brand ambassadors for your business.
• As you become their business of choice for all beauty/wellness needs,
they are less likely to leave.
• They will become more likely to refer new clients.

28. Tip Five
Reward Your Loyal Clients
• Get them excited to earn points!
• Market your loyalty programs to all of your clients.
• Double points for members?
• Helps with all 6 growth indicators

29. Tip Five
Reward Your Loyal Clients

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

31. 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.

32. Empower Your Team!

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