Published: 13 September 2022

Last update: 25 November 2025

4 Ways to Boost Client Retention (2021)

Marketing & Business Tips

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by Sola Salons

Sola Salons


There is a popular old business adage that empowers entrepreneurs to focus on customers that really matter. It is called the 80/20 rule, and it states that about 80% of your sales come from 20% of your clients. The rule indicates that if you focus on the most active 20% of your customers, they will generate 80% of your income.

Client retentionis your ability to keep your clients coming back for more. To maximize your client retention, it is best to focus the majority of your energy (and marketing dollars) on keepingthose 1 in 5 customers who return again and again satisfied, as they generate the majority of your business. We put together 4 simple ways to keep those clients coming back for more:

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1) Create Good Rapport

First and foremost, you want to create a good rapport with your clients, whichstarts with reminding themwhy coming to you is a safer and more personalized option.Between routine sanitization and offering that one-on-one environment, there are so many reasons why both you and your clients are safer at Sola. Additionally, you have a unique opportunity to personalize every single step of their client experience - from online booking, to the actual service, to the follow-up for their next appointment.Remindingyour clients of theseadvantages to your salon can increase their loyalty to you because you offer something that they may not be able to get somewhere else - a relaxing, safe environment with a professional they know and trust.

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2) Promotions

Create promotions that keep clients coming back for additional services. Offer discounts on special packages. Some ideas include:

  • A free blow out with their next haircut if they pre-book their next appointment before they leave your salon

  • Free nail designs on one nail if you are booked on a monthly nail maintenance schedule

  • A package of three spray tans for the price of one

The idea is to get them constantly committing to futureservices to lock-in that customer loyalty.

This is also an opportunity to introduce clients to services or products of yours that they have yet to experience. Maybe you have a client who loves getting her eyebrows waxed but didn’t know that you are the best bikini wax in town. Try offering her first bikini wax free if she agrees to book another appointment after she loves the results. Turning a customer into a loyal multiple-service client is better than one-off customers who come sporadically for one service every several months.

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3) Ambiance

Your Sola is an oasis for clients to experience personal maintenance, beauty pampering and even personal transformation. Make sure the setting matches these goals with some aesthetic updates for both style and comfort.

If your clients are drawn to the way that your space makes them feel, they’ll be more eager to keep coming back for more. Sometimes it's the little things - incredibly soft towels, calming music, lively plantsor an oil diffuser that takes your salon experience to the next level and always leaves them dyingto return to your salon again and again.

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4) Booking and Follow Up

Are you making sure that booking is easy, seamless, hassle-free? Or is your best booking channel an informal and poorly timed text message?

If clients have a hard time booking, they will simply be less inclined to make the appointment. Make sure to use a user-friendly booking application/platform or plug-in on your website.

Returning clients should be able to book an appointment online in under 2 minutes. The ease of booking speaks volumes about the first impression for a beauty service experience. The ease of a booking platform can also encourage returning customers to purchase other enticing services. This serves as a brilliant way to remind clients of your fabulous offerings that they may not be as familiar with.

The best booking applications will automatically send reminders and updates for appointments to your client. They can get automated emails or texts reminding them of their appointment in advance. This ensures your clients show up and allows youto maintain a positive ongoing relationship with reliability and follow-through.

Remember: 80/20!

Remember that 80% of your sales come from 20% of your customers. Focus most of your time, energy, and attention on your clients who are generating the most revenue for your business in order to keep them happy, coming back for moreand purchasing additional services.

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Of course, you’ll always want to giveall clients your fullest attention and care when they are in your chair. However, they should not be where you are focusing the majority of your marketing efforts. It is loyalty, long-standing relationships, and client satisfaction that createsa sturdy foundation for a thriving business. When they are happy, you are supported.

When you focus on keeping clients coming back for more, you will spend less time on finding new leads and more time on what really matters - your craft, your relationshipsand growing your successful salon.


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