High client retention is like having your cake and eating it too! This is what every spa strives for; however, all too often we feel that focusing on new clients is more important. You would be sadly mistaken.
Did you know it’s seven times more expensive to gain a new client than it is to entice back a client who has already been in to see you? A regular or repeat client is familiar with your spa; they know how you run your business. They are comfortable with your pricing and service offerings and likely had a great previous experience. So, why are so many spas focused on new client acquisition when most of us are sitting on our own little gold mines?