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09 September 2022

The Importance of Client Retention in the Beauty Industry with Shelby Tarleton

The Importance of Client Retention in the Beauty Industry with Shelby Tarleton

In this episode, AnneMarie is joined by lash powerhouse Shelby Tarleton, the Austin Texas lash mogul who has built a successful empire that includes her own salon with multiple lash artists, a podcast, a state-approved lashing school (Lash Boss University), a pro-shop, and even a lash conference. Shelby shares some insightful knowledge about client retention and how to achieve it, including looking at your client statistics and rebooking reports run from your salon software.  Is your client retention rate at 85%? It should be. Are you aware of the full experience that your client has, from your welcome email to what they smell as they enter your salon, to what they receive as a service vs. what they were expecting? All these little things factor into a client’s decision to return, or not.

Expect to hear: 

  • If you are constantly in need of new clients, there may be something wrong.
  • Getting good client retention. What do the clients experience from start to finish with your service?
  • The client perspective. What do they see? What are their thoughts?
  • The importance of keeping your station clean, put things away as you go, a client may not say anything but their brain will notice the lack of cleanliness in your studio
  • Elevating the client experience with small touches throughout the studio
  • How do you know a client is not rebooking?
  • Prebooking is key to retention. If a client is not prebooking, they may not be satisfied with your service.
  • How to effectively prebook every client
  • Thoughts on online booking
  • What should you look at in your salon reports? 
    • Productivity - are you 90% booked? Time to raise rates!
    • First-time vs. returning client prebooking rates
    • Do your clients purchase retail products from your salon? Do you sell them!?
  • The benefits of selling retail.
  • Re-educating clients when new lash care or techniques are discovered.
  • How to raise your pricing!
  • Have you had a client suggest something and felt defensive? This may be an opportunity for you to better your client experience!
  • Shelby’s thoughts on the state of the industry today

Connect with Shelby:

Shelby on Instagram

Shelby’s Lash Boss Podcast

Connect with Cheryl and AnneMarie:

Cheryl's Instagram

AnneMarie's Instagram

Cheryl Peng LinkedIn

AnneMarie Lorenzini LinkedIn

Untamed Artistry Website


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