Mini Moment #19: The Client Retention Conversation You Need to Hear – with Sara Briscoe

TRanscript

[00:00:04] Jen: Welcome back to the Inner Sanctum Salon Rising, the podcast mini Moments brought to you by Timely.

Sam, we've got another little mini moment. I'm excited. Oh, me too. Okay. So we are joined by the beautiful Sarah from Roca Verde, and we're going to talk Retention.

[00:00:20] Sara: Retention. Yes. Yes. So.

[00:00:23] Speaker 8: something

[00:00:24] Sara: I deeply believe in. And it all correlates back to making your team feeling safe, making them feel at ease at work and how that correlates with retention and why it's so important.

And it's something that I often will teach and talk about when I am facilitating a workshop.

I think it the reason why retention is important. It's often just brought back to money, right? It's brought back to, it's cheaper to keep a client and retain them and than it is to get a new one. Get through a new one.

But you know what else is expensive with that? Is your emotions. Mm. Yeah. So when you have a new guest in your column, like your adrenals of.

[00:01:08] Speaker 11: are

[00:01:09] Sara: Harder, aren't they? They're fiery. Oh, you're

[00:01:11] Samara: all

[00:01:11] Sara: like

[00:01:11] Samara: up. If you have a day of full new clients, oh, you're like, oh man, I am gonna have to You go home.

[00:01:15] Jen: And it's like, I'm gonna have to just,

[00:01:17] Samara: but even beforehand, you're like, I'm gonna have to like nine coffees, three energy drinks.

Yeah. I need to be on, on, on.

[00:01:22] Sara: Even the day before you look at your book and you're like, oh my God, who's that person? I don't know them. What are they gonna have? They're gonna hate me. They're gonna hate me. They're gonna find out I'm not good. The end,

[00:01:31] Samara: shut the doors. Don't even worry about it. I don't even know.

I'm gonna work at customs and look up the dogs,

[00:01:36] Sara: gonna go pick my dogs up.

[00:01:38] Samara: I feel like Facebook specifically is

[00:01:40] Speaker 7: for my,

[00:01:41] Samara: for my, my staff over indie. She's gonna be like, I've never felt so seen all my

[00:01:45] Speaker 12: all

[00:01:46] Samara: life. I'll ruminate on this. Four weeks that I've got a client in four weeks time that's new and she's gonna hate me and realize I'm no good.

[00:01:53] Sara: Yeah. And then they'll find out and you're fraud and that you, they're gonna take your hairdressing license. That doesn't exist away.

[00:01:58] Samara: It's a whole nother podcast. Yeah.

[00:02:01] Speaker 6: True.

[00:02:02] Speaker 12: true.

[00:02:03] Sara: yeah.

[00:02:04] Samara: A whole nother podcast car really is.

[00:02:07] Sara: So I think bringing it back to education. And something I really believe in is educating your team as to the why.

Why is retention important? What does it do to you? What does it do to your adrenals? How nice is it when you are? Column is full with familiar faces. And you have the sprinkle Yes. Of a new client,

[00:02:31] Jen: but feels more like an exciting ride rather than a just constant, yeah, yeah, yeah.

[00:02:37] Sara: Less adjustments, less stress beforehand, less rumination, less tap dancing and cartwheels to make them love you to start with.

Right? Yeah. Horing

[00:02:45] Samara: rose

[00:02:45] Sara: petals, um, they. An existing client obviously already believes in you. They like what you do. For

[00:02:52] Samara: me it's like when you look in the notes, you're like, who's this person again? And the first thing you've written is so nice. I love that. Like every time I write, every time there's a client that I'm like, adored, I'm like, so nice.

So nice. So, 'cause I'm terrible with names, I'll know faces. Yeah. But as soon as I walk in the door I'm like, it doesn't even matter. They're so nice. I've written it.

[00:03:10] Sara: Yes, they're nice and

[00:03:11] Samara: they're

[00:03:11] Sara: at ease.

[00:03:12] Samara: And you feel

[00:03:12] Sara: better.

[00:03:13] Speaker 12: Yeah.

[00:03:14] Samara: And you can do a better job. Yes,

[00:03:15] Sara: you

[00:03:15] Samara: can because you're, I'm not on edge doing this person.

I know they're nice.

[00:03:19] Sara: Yes. And you know that they're gonna be like, you're gonna have a great day because you've got these nice clients that you understand.

[00:03:25] Samara: Yeah.

[00:03:25] Sara: Um, also, you can problem solve. If you've got someone that perhaps is a little bit tricky and you've got a color coming in, you can, you can be ahead of the game.

Right? Yeah. You, you know what you're in for, for the day. You

[00:03:34] Samara: can message your color educator and be like, this is a little bit tough. Yeah. Can you help me? What would you do? Oh, yeah, yeah,

[00:03:39] Sara: yeah. What can we do? So then it brings it back. So we know the why now. So we're teaching your team the why. So why, like, what, what's the advantage for me?

What, what's apart from like the money and that sort of stuff to the business, what's the advantage? It's like I've got a lovely day at work. Mm,

[00:03:56] Jen: yeah.

[00:03:57] Sara: So now we go to the how, how, how are we going to make that spot filled? Like, how am I going to get this retention? Rebooking, of course. Yeah. Like talking to them before they're going one though is a powerful consult.

So I think inspiring your team to make sure that they are. Doing the every client, every time thing, a bang and

[00:04:20] Speaker 8: consult,

[00:04:21] Sara: a consistent consult and giving your client a hair journey so they can only come back into you. Mm-hmm. They wanna come and see you because you've got an idea, you know what's gonna happen.

[00:04:29] Jen: Mm.

Yeah.

[00:04:30] Sara: Um, you're only planning

[00:04:31] Jen: in that consultation what they're having next time and they know it. Exactly. And they're excited to be there.

[00:04:37] Sara: Yeah. Uh, another like, how is like. Social media, so I know like some struggles that business owners have, and I get it because it is hard to make content, but making sure that you are.

Being seen, so then people are booking in with you. Mm-hmm. Because they like you and you're getting your clients. Mm-hmm. So another little problem would be like making sure that you are posting and speaking to your audience so that you're not getting all the fillers. Mm-hmm. Yeah. You are not getting randoms on online booking, filling up those things.

You're getting people that are coming to you specifically. So we've got our consult, got our social media. Then it's the follow-up delivery. It's like making sure that your skills are sharpened. That you are investing in your training. And I don't mean like just showing up, I mean showing up mentally and wanting to have that training.

So I feel like it's, something that is easily missed. That whole why and like bringing it back to the safety and security of your team so that they can come in and they know that they've got like a safe, fun day at work and less randoms booking in Yeah, on the online bookings. Because what happens is like, that's when you get sometimes the people that aren't triaged as well and they play up and they're,

[00:05:56] Samara: and then the whole day and the whole week and the whole month.

Done.

[00:05:59] Sara: And you end up with all the shit heads.

[00:06:00] Samara: Yep. So and so left.

[00:06:02] Sara: Quit. Yeah, go on and quit. 'cause they found out that you're no good. They

[00:06:06] Samara: have discovered it.

[00:06:07] Sara: They have found out. So I feel like, that's my mini take. I love that. Good. Just making sure so you understand and I think it's easy to bang on at your team about retention and how important it is.

What's in it for them and that is what's in it for them is a calm day. A clients across you and a fun day. Yeah.

[00:06:27] Jen: I love that. Yeah. Important. That was so good. So good enough said microphone down. Thanks for joining us for our mini moment guys.

We hope you enjoy it as much as we do and we will be back very soon.