Writing for people who run service businesses
Product updates, practical guides and what we are learning from salons, garages, clinics and trades across the UK.
5 articles
Rebooking before they leave the chair
The eight seconds between finishing the work and taking the payment is worth more than any marketing you will do this year. Most businesses spend it saying goodbye.
Customers,How to spot a client about to stop coming
Clients rarely leave in a huff. They drift. The drift is visible in your own data weeks before it becomes permanent. Here is what to look for.
Customers,Client notes worth keeping and ones that will get you in trouble
Good notes make a client feel remembered. Bad ones are a data protection problem sitting in your system waiting for somebody to ask for a copy.
Customers,Loyalty schemes that do not give away your margin
Most loyalty cards reward people who were coming anyway. A scheme is only worth running if it changes behaviour and changing behaviour costs less than you think.
Customers,The first appointment decides the next twelve
A new client makes their decision about whether to come back long before the work is finished. Most of it happens in the parts of the visit nobody rehearses.
Customers,