Keep Your Clients Coming Back
[00:00:00] Hello and welcome back. Today we're doing something different, which is we are on video, so that's that's new to, to both of us, so we'll, we'll see how that goes. But our topic is something that we hear a lot. From Beauty Pros in general, estheticians, and I think anybody in the service based industry is how do you keep your clients coming back?
Right? We can get them, but I think Suzanne, you always talk about this, where it costs more to get new clients than it is to keep your clients coming back. So today we're gonna talk about the formula. The formula you need to keep your clients coming back, client retention. This is a, I think it's forever been this topic.
I don't think it'll ever change. Right. And nowadays, I mean, as we know, it's, it's much more competitive as [00:01:00] well. There is actually formulas out there to follow. But we're gonna try to approach it to the beauty professional and see if we can bring this down a little easier and simplify things. So when we think about the client's journey, it's think about that it's, you know, not just about your treatment or the service that you're providing.
It's personal and long-term is the idea behind it. So you know, yes, you want transformations. Yes, you want all those, they're all key. There's just so much to this and I know that some of the key things that come out, and we'll start maybe with the first. Topic. 'cause there's a few of 'em. It's, it's like a formulation or a, a big recipe you're about to follow.
So, yeah, and I think that's the first one. If we, you know, if for those of our listeners or viewers who like to Google it there's a lot of stuff about customer journey and customer journey mapping or whatever, but how do we make that applicable to beauty professionals? And that's what [00:02:00] we have done is taken this classic client journey.
Or customer journey. I don't know the specific technical name, the customer journey map and then applied it to aesthetics beauty industry, and it's 1, 2, 3, 4, 5, 5 steps. So we're gonna go through them one at a time. Some of you're, yeah. And some of you are, you are just doing this.
Naturally, it's just who you are. Some are missing points, and I think that that's something to recognize. Like, oh, well, so and so, she's always so busy. Mm-hmm. How do you do it? And they, they don't know how to answer that because then just naturally you're doing it. So I think if you are listening to this, you can look at, is there anything more you could add to your.
Your steps or what you do with your clients. And I think that's what this is really about, is to really fine tune and hone in. And sometimes we have to sit back, you know, with someone else's lens looking [00:03:00] in at us. And you might need, you might need to practice that with someone, a friend, you know, partner, maybe your coworker, someone you you work with and collab with.
It's, it's fun to do that. 'cause they're usually honest with you too, which is great. And that's the whole purpose behind it. Okay, let's fire away. What's the first, what's the first one, Doreen. Okay. The first one is awareness. So we talk, you know, this is getting people to really know about you. And I feel a lot of people do live in this space.
Like there's a lot of focus on the awareness. How do I get clients? How do I get clients? Right? Right. So you're, you're saying before they even come in. Yeah. Like how do they find you? How do they discover your business? Yeah. Right? Mm-hmm. So that's, that's the first step when you're thinking about this customer journey as a whole.
And it, it's the first step because you have to make sure there's a consistency. [00:04:00] In everything that you do. So if they first learn about you, because you've posted some super relaxing facial videos, but they come in and you've got some pumping music or whatever, like the vibe is totally different.
That's not consistency. And then there's, that's gonna be a break in that customer journey. So I think that first awareness and impression, that's, you have to cultivate that so that it's. Consistent and goes through everything that you do interacting with your client. So that reason, it has to be genuine.
It has to be just be yourself. Mm-hmm. I love that. It's kinda like you know, you go and you see this Airbnb online. Oh my god, that's so amazing. Or the hotel that you're booking by the beach and Oh my God. And you get there and go, oh my God, what is this? It's a disappointment right from the get go. So.
We'll keep that one simple. I think that probably resonates with everyone with those examples. Yep, absolutely. Mm-hmm. [00:05:00] After the awareness. So just kind of setting the stage. The second is consideration. Or maybe you have it labeled differently? We can rephrase it. The second stage is the research phase. Ah, gotcha. You know what I'm saying? Yeah. So like, you know what contemplation they call it.
What's that? Contemplation they call it in the fitness world? Yeah. Contemplation. There you go. Yes. See, there's different words for it, but like every industry has it. Yes. Yeah, a hundred percent. Yeah. But like, figuring out what people want, like what are your clients looking for, right? 
Yes. Yep. So if I'm considering to get my lashes done. I'm going to go research and look and see everybody's things and then maybe talk to a few friends or who out there, or, there's so many groups now, like communities out there will say mm-hmm. And they ask each other. So who do you go to? Why do you go, how much they charge?
Where are [00:06:00] they located? They're, they're digging for information 'cause they're considering now that's that first step or contemplation. Yeah. I'm thinking of doing. They're not committed yet. They're just doing the research. And I've done that where I keep looking and saying, oh, I'm honing in on one person for something.
And I go, oh yeah, I think I like that. And then I, I kind of watch and monitor and see, and then I contemplate for a long time and see, and then all of a sudden, one day I just go, okay, that's it. I am gonna reach out. I'm gonna do it. And that contemplation could be one day a week, a month, a year. Yep.
There's no timeframe on it and you can't rush people in this phase of their journey. And I think part of what you can do as the beauty ProE for this phase is to share what you do with the people around you. You know, you can. If you walk [00:07:00] into a new social setting, for example, and you're like, oh, I do aesthetics, great.
But that doesn't really actually tell people what you do. Mm-hmm. So if your focus is on lashes, then you should say, yeah, I do lash extensions, I help, you know, the lashes I really focus on are. Wi or tell the story. Yeah. Like's true what it's you do because that person might refer somebody to you. I was just gonna say, I don't, I don't have lashes.
I don't do lashes just because I am, I cannot do it every few weeks. I can barely go in and get my nails done, right? Mm-hmm. So I'm really bad for that. I'm a terrible client. It's not, they don't love it. It's time and everything. But I still look for people. Who I know are good at nails or pedicures or whatever it may be.
And I said, oh, you know what? There's a couple people I can refer you to. Just 'cause I don't have the service doesn't mean I'm not talking about you. Yeah. So remember that with clients and I think [00:08:00] I learned that a lot in my time of having my own spa was that. Whoever was getting their nails done. It's like, well, I don't get facials done there, but I know people do and they always love it.
I hear them at the desk talking. I, you know, so you're right. Like you need to continually tell people and talk about it. And so your journey could even be like, oh, how are you doing? Instead of just, oh, I'm fine. I'm doing all right. It's like, oh my God, I had the best day yesterday. I had this client come in and you start talking about.
I don't wanna mention your client to detail, but maybe talk about, you know, her skin was, she just loved the glow at the end and I just loved doing this for my clients. Mm. Or you know, we couldn't figure out a color and she actually finally trusted me to pick my nail color. Yeah. You know, that type of thing.
Like, so you, you wanna be able to talk about it without selling yourself sales. Sales, not about that. Yeah. It's about the experience. [00:09:00] It could even be like, oh, I had a cancellation, but my clients are so amazing. They, you know, I put it out there and they jumped on it so fast. I'm so blessed to have the clients I have right now.
 And you can do that with your existing clients. So if you are doing a pedicure client, talk about the other services that you provide, because you might not know it, but they could be looking for a facial. You know, you know someone like I. Yes. Yes. And that is actually where we always started, was in-house cross-promoting between, you know, the different services.
And that was a team effort. So like if you're in nowadays, you're probably gonna be more in studios. Everyone's got their own little place. Mm-hmm. You should be connecting with each other. And if they're not connecting, you need to do it and step out. Say, Hey, I was just curious about your services and you know, I, I wanna be able to see what you do.
And I saw you on Instagram. I'm following you now. Tell me more. 'cause I would love to refer you. When you have time, she come see me. [00:10:00] You know, or maybe we can exchange services and see how we do and, and, and try to get clients together. Mm-hmm. You know, so it's, and then you can give that, the word of mouth is huge.
Unfortunately the bad one is worse. Mm-hmm. That travels What? Times now than even before. So trying to find that positivity on that and then talking about what you do with others, like you said. Yeah. Within the service. It's like your clients usually come and say, coming in to have their waxing done and say, Hey Adrian, well how are you doing today?
And you should be, oh, I'm doing great. Oh my God, I have the best day ever. I don't talk about, I love the sun. Sure. But I, I still reference. What I'm kind of doing in the day of the place I work at and what am I up to? And I think we forget when they say, how are you? Yes. You wanna be genuine, say, oh my God, you know, I, my kids are driving me crazy, my partner's driving me crazy, my mom, whatever it is.
But we get too personal on that. We forget the journey is really [00:11:00] about your client and not about you. Yeah, a hundred percent. I think that's a part that we, you can say, you know what? Ugh, I'm having a rough morning. Didn't start out great with my kids, so let's forget about that and let's talk about you.
Honestly, that's what they wanna talk about too. They're just being nice for asking you how you're doing. So we can get that over with and talk about, which it's, it's, it's fair. That's, you know, it's their time. Yeah. Okay, cool. So that was the research phase, and then we're gonna move on to the third step.
And that is. Decision or purchase, right? This is when they're ready to book a treatment. Mm-hmm. Or book a consultation. This is where you can have the opportunity. A, to make it easy, make it easy. The booking. The booking and the consultation, like a free consultation. It doesn't have to be long. Maybe you can do a consultation online, I don't know.
But like, how can you make it [00:12:00] as easy as possible for your client? Mm-hmm. I think people need to look at that free point, right? Like, they're not there yet. So, like you said, making it easy to, to book the appointment. Maybe not everyone has the online versions of it, of booking systems and websites and stuff.
So you need to just look at what is the easiest way. Some people love texting and, and that's okay. Or, or private dms through your social media, but you still need to figure out how to make it simple and get the questions before they come in. Now it could be, oh, great, yes, you wanna come get your lashes done.
Do you, do you currently have any lashes? Have you ever had it done before? Send me a picture. I just wanna be ready and prepared so I have the right ones for you. You know, that type of idea or a facial. Do you have any skin concerns or you know, allergies, like, we always forget about allergies.
Why are we not asking this [00:13:00] before they come in? So everything you need to know in a simple. Checklist or you know, simple. It's like, is there anything I need to know medically about you? And a lot of times they say no, but that doesn't mean they're, they're done. You still need to do the form something in writing to cover yourself with insurance.
'cause that's the ask and agreement basically, what is. For the booking process though, like if they're just inquiring, like, I think first off, if you don't have a booking system. That's fine. How do people book with you? Like do you have it on your profile that says book DM to book or text me or whatever, like making that very clear.
Mm-hmm. And then so when they do reach out, you can have those questions like your allergies as a save, save it in your notes or something. Yes. And then that can just get sent. But what that does. Is create a perception of reliability and it starts to build a trust with the client and you, because you look [00:14:00] professional, you look like you're organized, you don't have to be organized.
You look like you're organized and they feel comfortable and reassured that you are the right person for them. Right? It not, you could head that note as how to prep for your appointment. And just say a little list, like you said, save it in your notes on your phone or on your, on your laptop or computer.
Or maybe you have a form on your online programs that you use, or Google form or something like that. The Google form is so easy to do. Yeah. Yeah. And then you have a reference all the time there. But you know, and then always that helpful links like make it super simple that they click and go. I think that's a big one.
They don't wanna have to. Do hoops to get through. 'cause they're gonna say, oh, forget, I don't wanna do this. And even though you make it really easy, sometimes they still don't fill out the form. Oh yeah. And that's okay. You just sit there with them, say, Hey, you know, while you enjoy your tea you know, pull up your phone, go to that email or that DM or that, whatever you did, you just click on that link.
It'll literally take you a minute. [00:15:00] Just if you could fill that out for me and I still do it. And I think too, in playing devil's advocate, like I do think you need to be cautious with how much you ask before you get the booking. Yeah. In the discussion. Very simple. Like if they're just a, as little questions as you need to book your client.
Mm-hmm. Because I think there's a fine line between people like being like, oh, that's too much work. I just wanna go in and get my brows waxed. Versus Yeah. It's not like a chiropractor appointment the first time you have those five forms you gotta fill out. Right. So I think just finding the balance, and honestly, I think that depends on your clients and your vibe and your city and whatever.
Mm-hmm. So you gotta play around with it and see what's mm-hmm. What's hitting and what's not. There was something that somebody said at the event we were at on Monday and it was, putting in your bio if you're on Instagram, like not just. The city, but where in the city like are you?
Where in downtown are you in the south side? Whatever part, however your city is Oh, yes. Mm-hmm. Designed or whatever. Because that also [00:16:00] gives people the information in terms of is it feasible or not for me to, and it could be the the thing that says, oh my God, yeah, this is right next to me. I'm downtown.
This is great. Right. Without researching. So giving them that information so that can also be part of that booking. That's a big part of it. Yeah. And if you are downtown, do you have free parking? Yeah. Putting that in there. Yeah. Put in there too. Downtown and free parking or something like if you do have it, really advertise that a.
Anything more. This helps with that, that phase, like we talked decision purchase phase, like they're making the decision whether or not to go through with it. Mm-hmm. And you wanna make it as easy as possible. You want to be as trustworthy. You wanna come across as trustworthy and professional as possible, knowing.
Yeah. Got it. Mm-hmm. Excellent. Okay, so number four. Are we ready to move on to number four? I think so. All right. Retention. [00:17:00] Is this, this is opening retention. This is what we're all coming down to. It's number four. So I think though, I think that is a vague, that's more like the. The generalization, but I think if we took it into the world of aesthetics and beauty, instead of retention, can we say experience?
Yes. What are they going? I was just gonna say this is all about the experience. Yeah. From the beginning of how they found you. Mm-hmm. Their journey. This is the journey of the client. So sometimes we, we need to look at that. It's not in the moment that they're in the room with you or at the table with you.
It's the whole experience. From the beginning to the end, and then yes, the, the core of it is in house with you and how they're feeling, their experience, what was it like? And sometimes where we fall off a little bit is personalizing it every single time. Mm-hmm. If you are trying to, if [00:18:00] you have a hard time keeping clients, then you need to sit back and look at where you're missing, what's going on, where's the points.
And it's a hard look in side. Because you wanna honor yourself, which is true, and be who you are. Absolutely. You don't need to change your values and your, your morals and your your way of doing things, but there's something missing in it that you're not personalizing it all the way through with the journey.
And I think consistently. That's it. The journey. When you're talking about the journey, as soon as you were saying that, I literally had a visual of like this stick figure on this map, and they're walking because that like what would your client see when they walked into your studio or spa room, whatever you have.
It doesn't matter. They first see you, put yourself in their shoes. Yeah. How they see you. But even like, am I coming in? I'll tell you, I'm gonna. Your [00:19:00] experience, you do it. I had, I booked a massage once and it was, my kids were little, my youngest was in preschool. I had only a little time, and so I found a lady who does it out of her house, close to my neighborhood.
I'm like, that's fine. I have no problems with that. I walk into the house and I walk in to. A shoe explosion, which she has young kids, it's fine. But you are running a business and my first perception of you is that you. It's just already I have the, I'm un unsettled. Unsettled. It's cluttered. It's unorganized.
Now I have that negative, and I don't want it to come off like judging, but in this industry, we are providing an experience. And that experience comes from the moment you walk in the door, especially massage like somebody's gonna relax, right? Like you need to think about every. Touchpoint, like every interaction and what it looks like from your client's perspective.
So if your client is coming through your [00:20:00] door and you have a cluttered waiting area, or you don't like personally or warmly greet them, maybe you're with a client but have like a nice greeting. I don't know what, like there needs to be some. Some kind of like at every opportunity that you are continuing that experience or you're starting the experience.
Experience, like you said, doesn't start when they walk in the room and get the treatment. It's, it starts when they walk in the door. It starts when they go on your page, on your online. Like all of these are touch points, 
and I think I, I really hate saying this, but Yes, yes. You're being judged. Yeah. In three seconds they've made their decision. 
 Well, and I think too that we have to understand that this industry, especially I, I feel in this industry, it is an, an energy that you are creating. And it's like a hair salon. You go into the hair salon and it's loud and noisy and everyone's laughing and joking.
You, you expect that because you know it. But if you never walked into that hair salon, you had this [00:21:00] beautiful image of hair being brushed and a soothing massage from their posts or whatever. Yeah. And then even the booking was really good. And then you walk in and go, holy cow, is it loud in here? And, but that's not what you showed.
You know what? So that touch people are literally. I had in my spot had a, a very large waiting area, very open windowy place. And when you would walk around the corner to see your client, they looked at your feet first. They saw you come and looked at your feet, gazed you all the way up to your head, and no one really realized that until I pointed it out to them.
So, mm-hmm. How do you look? What do you wear? I'm sorry. It's part of it. Now you might have clients that'll forgive you that bad hair day. Maybe. I think we've gotten really relaxed in our imaging. I'm not, I don't wear a ton of makeup. I never have. But you just need to be [00:22:00] groomed. . Now, some people are they run their business in a way of, and I'll just, I'll just say it, you know, leggings and, and that's okay.
Nothing wrong with that. That's who you're bringing in and you're, and you're successful and you're good. And that's great. So I'm speaking to people. Who are not, they're trying to have an image of this professional relaxation place, if you wish that way. Mm-hmm. And it's more so estheticians, I'd say full on facial technicians body medi spas.
Like, you know, I think some of our industry can get away with a little bit of it. But they're still, they're still well kept. Like they still look good. They don't have a hole in their legging, you know what I'm saying? Like, they, you know, they, they, they have their, not a lot of makeup, but they're done up clean well.
Lashes on, they're lash artists, so they have lashes on. That could be the first one. Yeah. Or your professional, like your whole thing. You're focused on skincare, but yet your skin [00:23:00] is off. You just need to be honest. Why? Oh, I have my own journey. Look at me. It's menopause. It's, you know, I, I just had a baby.
I just tell that's part of life and that's giving a real experience. But they will see it. And I, I, I know from years and years of it, and it's, it's hard. Like I had some people that joke all the time with me when I was younger, because then it was even a bigger image of, of having yourself done up. I, I think, but it was like set up in this way of everyone looked professional and clean.
All black, let's say, or all white or white and black. But you weren't coming into a place of business with, you know, 10 workers and everyone was just everywhere with all sorts of things in the aesthetic side. No hair is different, hair is D. They have more fun on the hair side and they get to pull out that experience, who they are as a stylist, and they're artsy in there and they show it.
They show it. I think all of that though. Yeah, they do. And all of that. Like, I'm just gonna bring [00:24:00] us back because I think all of that just still, you're still talking about the experience. Like you are setting the stage with the experience that you are going to give because that energy that, you know, judgment they're gonna make when they look at you, whatever it is, it's gonna set the tone that's gonna set the tone in their mind.
So I think. I was gonna add one thing on that too, really quick before I lose my train of thought. I think sometimes too, what we do as professionals is each client, you're changing things for the client. So why is your lights off today? That's weird. It's like, well, we're here to have that calming, relaxing.
Well, I don't, so you flick it back on for them. But what do you want to do? How do you wanna create your atmosphere? Yeah. They will mold to you slowly, depending on what you're doing with them. So just be mindful of when you keep switching things around for your clients because then Doreen and I go in and I say, oh, I.
Saw a great facial from her [00:25:00] and she did this and this. 'cause we talked to each other, right? And you're like, we didn't talk about lights are always on for me. There's no music. We just talk about life and blah, blah, blah. There's no consistency. No consistency. Who knows who. So that's what, that's I think another touch point on the experience I just wanted to share before I forgot about that.
Absolutely. Okay. I just wanna make sure we get through all our points before we have to wrap up this. Yes. Episode. Okay, so just on that retention, that's where we're we, we talked about consistency, we talked about impression, like what are they seeing when they come in? Mm-hmm. And then we also, part of that, part of that experience that you are part providing is the the relationship you're building, like a rapport trust, like being warm or I mean whatever, like just.
Personable. I don't know what the word is. Yeah, I've gone up to, this is again, me on a tangent, but like sometimes I go up to a teller at the grocery store and they don't say anything to me but some are like, hi.
And it's like, oh hi. That to me seems so much more welcoming, [00:26:00] but but so the same thing in, in your spa. Like if you walk in, or, and I've had this when I worked at the spa where people, the institu institution would come to get their clients. They'd be like, oh, I'm ready for you.
And it's like, okay. Or they just see their client and it's like, and it's like a nod, nod head. You should always greet the client. Even when you've gotten familiar with them, always greet them with that same experience in mind. So, consistency. Consistency. They're not your friends. Professional. Personable, not professional.
Like don't get too personal. Personable and not personal. Yeah. Mm-hmm. And then providing, providing like an atmos, like the ambiance for your treatment. Yes. It doesn't have to be relaxing if that's not your vibe. Whatever you are doing, again, with the consistency from your social media and website to in person.
Mm-hmm. Just do your thing because you will attract the people who are meant for you. You're not gonna retain every client [00:27:00] because you are not meant to do services on that client. They're looking for somebody who is not you because, not because the quality of the work, but it could just be with the.
Personality. You didn't Yeah. Act. And that's okay. That's why we always say you can collaborate. There's plenty of people for everybody. We don't get to have everybody. They're not all for us. Even like what you said on that was that I always say to people, okay, they're in the, during the moment, they walk in the treatment and you say goodbye.
They're not your friends. I feel if you, this is just my level of what I take it to when we're outside of it. Sure if that's my friend coming in, I remember weirding out friends and family. They'd be like, okay, why are you acting like this? You're my client right now. Please allow to service. I'm gonna service you today, so I know you don't.
I'll yell at you at home, and we go and have wine and dinner all the time, but that's fine. Don't worry about that today. You've come in. You're coming into my treatment room today. Yeah. And that's important because you still wanna ask them the right questions. You still [00:28:00] wanna go through the whole thing.
'cause a lot of times with when we're too familiar, we skip over those little things. You assume we know that those Yeah. Those things are important. And I think the consistency of your Yeah. Reading your brand of who you are during and all of the ambiance, right? Mm-hmm. And then the energy you bring into this.
Mm-hmm. Is really important. And then that consistency builds comfort. Every they know. It's like, especially if you know what to expect, know them really well. This is, this was a big challenge when you know them that well, they come every month, let's say. Mm-hmm. For their lashes, nails, skincare, whatever it may be, waxing.
How do you still give it to them all the time when you know that that level, and I, I know it sounds robotic, but it's. It's just being consistent and it, I guess it depends like on that part of you, what you wanna give and how you wanna do it. And, and you know, if they, if they wanna be quiet today but you think you're gonna have a big talk [00:29:00] within that day, 'cause you did last time, you should still just step back a bit and let them guide you into how this treatment's gonna go in that, that talking point.
Okay. I think we got that. And I think after, and then just part of your retention and after they've left your treatment and their service is done, is just making sure that you're checking in, you're doing a follow up. 'cause that, again, is not like your treatment. It doesn't begin when they walk out the room. And it doesn't end when they just leave the room.
So having that con, con continuity in your treatment mm-hmm. And, I think the other thing, the last point that we'll have as part of this journey is the advocacy portion of it, and we kind of talked about it a little bit with when you're telling people about yourself, but ask for your clients to write a review if possible.
Ask for your clients to refer. Say, you know what, I am working, you know, I offer facials. If you know anyone, please refer [00:30:00] them. I don't know. Mm-hmm. We've had discussions in other episodes about like loyalty programs or whatever you wanna do, but just having that, asking them to share a post or take a picture of their feet and post them, whatever it is.
Just asking for that advocacy from your clients and your friends and your colleagues and just kind of continuing that experience for your client. Yeah. And if you don't ask. Then they don't do it. And, and it's interesting 'cause sometimes, oh if you, you know, tag me, if you do a review on Google, I'll enter your name in a prize.
Mm-hmm. It's like, I, sorry, I would just ask them Yeah. And say thank you. The other thing, you don't think I have to dangle something all the time? Do you know what I mean? Like No, you don't. And I don't think you do. Like that's, yeah. I went into a chiropractor and they had like a, a QR code where you can scan to leave a review.
You can just make it easy if, if that's what you want. And I think the other thing is, and this is like the feedback, you wanna [00:31:00] know if there was something that could have been better. Mm-hmm. But a lot of times if you just ask somebody face to face. They might not be comfortable. Not right away. Not right away.
So maybe part of your follow up when you say, I hope you enjoyed this experience, blah, blah. I don't know, whatever your follow up is or how's your skin feeling, then you can also include a feedback form. And then if you have anything that would help us improve our service for the next time, let us know.
So just having that feedback, because I think it's important to let your clients know, and this is part of building the relationship, is if there's anything that. You wanna changed or like, I wanna know if there's something you didn't like, I might not be able to fix it, but you know, if it's something like, oh, you thought the music was too loud, well tell me.
Then I'll, I'll next time I'll know that I need to turn it down a little bit. Mm-hmm. Or whatever. Mm-hmm. Right. Exactly. You can make tweaks. Not changing, but just making tweaks to, to know, well, not giving that could be something that I love. So it's knowing your clients. Exactly, exactly. Little [00:32:00] tiny tweaks, not full on changes maybe.
Right. Maybe it's just tweaking and, and pick one thing. Mm-hmm. Don't think you have to do all of this at once. Pick, pick one thing that you can kind of conquer and, and look into that honors you, who you are and how you want this to be. And then maybe take another step into it and slowly go into it. You know, that's, I think will be helpful.
Yeah. So I think to, to wrap it up, we have. Kind of set the stage in. I'm still seeing the stick figure person walking across the, but every, I think I'm a visual person visualizing what your client would go through from the moment they think I need the service to the moment they leave the room. How can you make it a unique experience, thinking of every point along this imaginary map, and think of like how to create that experience where your clients are going to remember you and wanna come back every time. Mm-hmm. Absolutely.
And if you have [00:33:00] staff, you need to create the protocols. You do. Yeah. I'm sorry. You just have to do it. Make it part of their training. Right from the beginning. Do touch points with your staff every, when they first start out. I do every week meetings for the first month, for sure to six weeks. And then you can say, okay, we're gonna meet in two weeks, and you slowly go away and it's a lot of work when you run a business and have staff or other, other people who rent rooms from you is still your place of business that they're coming into.
So just, I'm not talking studios, I'm talking, they're renting a room out of your salon, out of your place that you have. Right. So looking at it all, making sure it's very consistent is important. Yeah, absolutely. But do reach out if you have questions for us. We're always happy to help and or to tell us stories.
Yes, we love stories. What's worked for you or what hasn't? Yes. Or the, oh my God. The terrible things that can happen. We can go on with that, but we're not gonna today. [00:34:00] Alright, well thanks so much for joining us. Bye.