I've been a hairdresser for ten years. My clients are a mix of long-term regulars and newer ones, and keeping them coming back is a big part of making a living in this job.
Know your clients
Every client wants to leave loving their hair, but they don't all want the same kind of appointment. Some like a chat. Some would rather sit quietly or listen to a podcast while I work. The key to keeping clients is knowing them, so you can tailor the visit to them and give them a reason to come back.
For me, what keeps people coming back is consistent quality at a fair price. I mostly keep what I know about clients in my head. If you can't rely on memory, short notes after each visit (how they like to be talked to, what they asked for, what worked) do the same job.
Offer the next appointment
Depending on what a client has booked, I try to offer the next appointment before they leave. On a busy day it sometimes slips my mind, and some clients do rebook on the spot. If you want to make it stick, build it into the end of every appointment so it happens before they pay.
Stay in touch
Clients message me on WhatsApp, by text and on Instagram. I also try to get in touch with clients who haven't been in for a while, because I know it's good for business. A short, friendly message is enough. A template you can adapt:
Hi [name], it's been a little while since your last [service]. Would you like me to find you a slot?
Quiet seasons
I run offers in the quieter seasons. If you do the same, say clearly when the offer ends.
Why clients leave
It's a mix of reasons, and some you can't do anything about. People move, their circumstances change, or they find somewhere closer. What you can control is the experience they have with you.
Work out your own rebooking rate
Figures online for a good retention rate vary a lot, so compare yourself with your own past results. Pick a month and list the clients you saw. A few months later, count how many of them have booked again. Track that number over time.
A note from JandEveFlow: we're building client notes, follow-up reminders and a way to see who hasn't been in for a while. It hasn't launched yet. Join the waitlist for launch news.
More from the blog: how to reduce no-shows, booking systems for hairdressers and client management for nail techs. You'll find free templates in our resources.