One of the biggest fears every Salon Owner has is that when a therapist leaves they might take their clients with them.
Have you experienced this feeling? So how do we 100% make sure this doesn’t happen?
You need your clients to fall in love with your salon not just with your therapist/s!
This is where the “Leverage the Tribe Phenomenon” comes in.
A tribe doesn’t just happen out of the blue – you need to be intentional and strategic to ensure your clients get to know several therapists and feels connected to the salon as a whole.
A simple strategy for this is to have all your therapists introduce themselves to clients sitting alone in the waiting room. “Hi I’m China, I’m the remedial massage therapist here, can I get you a tea, coffee or glass of water?”
It may already be clear why this system is so important however I want to make sure you understand the full impact of the tribe phenomenon.
Picture this, you may have experienced this before..
You walk into a business, it’s very quiet, perhaps there’s some light music playing in the background. You step through the door and the receptionist briefly glances up at you, gives you a weak smile and says “take a seat, it won’t be long”
You nod, sit down and start to feel a little uncomfortable, maybe a bit smaller and a little self-conscious.. you can’t wait to get your treatment started already.
It doesn’t feel terrible, but it doesn’t feel great does it?
Now picture this. You step through the same doors and the receptionist stands up and gives you a big smile and says:
“Oh you must be China, did you find us okay?…. Come over and get comfy, can I get you a class of water or a cup of tea/coffee? Katie will be with you shortly”
The staff are walking around, giving you warm smiles, and if appropriate, introducing themselves and ensuring you have everything you need.
Can you feel the difference? It’s very warm, you feel like you have entered someone’s home with incredible hospitality.. you feel very welcome and at home.
This is how every client should feel at your business. You should treat them like a new person at a family gathering, taking extra time and care to ensure they are 100% comfortable.
It’s also extremely important that each client expands their knowledge of your business and your staff during their visits. You never want any client to feel connected to only one therapist – even if they are more connected to the salon owner themselves, it is still very dangerous if you ever plan on selling your business.
You need to have strategies & procedures in place to ensure your client expands their comfort zone within your business. The aim is to have your clients feeling attached to your clinic instead of one or two therapists.
I hope this was helpful! If you have any questions about this topic, feel free to reach out to me directly or head over to the Accelerator Program.
