Rebooking clients is one of the easiest ways for groomers and pet stylists to boost their income. Encouraging clients to rebook on the day of their service will help keep a steady stream of pets coming into your salon.
Clients that rebook before they leave return on a much more frequent basis than those who do not. Let's face it - life gets busy. Personally, if I did not rebook my own hair appointment before I left the beauty salon, I'd be there a lot less frequently than every five or six weeks! Our pet owning clients are no different.
Many groomers don't encourage their customers to rebook their pet's next grooming. They think the client will come back when they are ready. While that may be true, it's more likely the client will not return as often as they should.
As a professional, it is up to us to educate our clients how often they should return based on:
• hygienic needs of the pet
• coat condition
• trim style
• activity level
• level of home maintenance between appointments
Most pets that are considered a part of the family require regular grooming. These owners share their lives, their homes, and sometimes even their beds with their four-legged family member. These pets benefit from weekly or bi-weekly bathing. Ideally, pets that require haircuts should be trimmed every 4 to 6 weeks. How often you handle hand stripped pets will vary based on the coat type and the technique used to strip out the dead coat. These dogs will need to be groomed weekly to a couple of times a year.
Pet professionals who understand the impact of rebooking realize that is not just a courtesy, it's an important business building strategy. Educate your clients about the rebooking process. Encourage them to set aside time to keep their pet's coat in peak condition.
Here are 4 Tips to Ensure Your Clients are Rebooking with Every Visit
- Stress Maintaining a Schedule - As a professional pet stylist, it's your job to educate your client. You know what it takes to keep their pet's coat in peak condition. Find out how the client would ideally like their dog to look and learn their budget. Talk to them about how much at-home care they are willing to do between grooming appointments. Discuss the lifestyle of the pet. Once you know the answers to those questions, you can suggest the ideal number of weeks the pet should go between professional grooming appointments.
- Suggest Dates - Don't just ask the client if they would like to rebook their next appointment. Suggest an ideal appointment date when you should see them again and have your calendar ready to set that appointment. If the client is hesitant, politely informing him that the best spots are already being filled can often help him make the decision to arrange for the appointment before he loses out to someone else.
- Offer an Incentive to Rebook - Small incentives can be a great way to keep clients coming back. Offer a small discount if they book their next visit within six weeks or less. Or offer them a free service with their pre-booked appointment. If they rebook weekly, bi-weekly, or every third week - offer them a special discounted rate to maintain the frequency of their visits. Do the math - you'll probably be shocked at how steeply you can discount a weekly or bi-weekly client on their regular grooming price and still make more money on an annual basis.
- Train Your Staff - Rebooking is a courtesy to the client - and a benefit to you. Make sure your entire team understands the importance. The key to success is to ask EVERY client to rebook their next appointment before they leave.
Having an appointment book that is 50% to 70% pre-booked is like money in the bank. It's a security system that allows you to breathe easily. It ensures you will not lose clients or revenue from light client bookings. It is one of the easiest ways to guarantee your income and keep your pet clients looking and feeling their best.