Let’s take a good look in the mirror. Running a business is right in front of you. You wear all the hats as a business owner and yet YOU are not the most important person! That was hard to hear right? You are the one who is responsible for the everyday running of the whole show… administration, inventory, email, billing and janitor! Just you. Your role as a leader is hard enough but I am here to give you another role in the whole circus – a magician hat.
I have spent 18 years wearing a magician hat. I have successfully built and more importantly, retained my clients for all those years. I have a 96% retention rate of clients and haven’t had the ability to take on a new client for several years. Clients only go when they move away, have scheduling issues or pass on.
Looking back now at how I have managed to do that, I must admit I rely on the power of mirroring. I’ll share with you exactly what I do for my strong retention game!
You must have the ability to magically transform with each new client you face. You must shift fast, quickly assess the client’s energy and mirror them. I usually see five to six clients per day. With each new client that enters my salon, I have 0.27 seconds to observe and adjust to them. I am a pro at energy reading and with practice, you can be too.
Key things to be aware of:
- Energy: How do they enter the room or space? Do they open the door softly and close it gently behind them? Do they bound in and rush to great you, not bothering with closing the door?
- Confidence: How are they interacting with you? Are they looking directly at you? In the eyes? Are they looking down?
- Body Language: What is their body saying? How do their shoulders look? Up and stressed? Down and arms free and swinging? Are they dressed up? Are they in legging and a tee shirt?
This quick assessment gets easier over time and even helps in your relationships and personal life.
The power of mirroring allows me to shift not only my mindset, but my energy and emotions. If I see a client that is introverted, then I speak to them calmly and slower than my “high energy” self. I will match their voice level and soften my body language. In contrast, if I have an extroverted client, I pull all the energy I can muster and join them laughing, talking fast and using big gestures.
This is exactly why my clients feel comfortable in my environment and keep coming back.
Even though I make it a daily goal to focus on adjusting myself this doesn’t mean I am fake. I am exactly who I am, just adjusting my energy level. It can be draining at the end of the day, but if I don’t have retention, then I’m hustling too hard to find new clients. I strongly believe that it is easier to retain a loyal client than to be on the hunt for a new client.
At the end of the day, I really love getting to know my clients on an intimate level. I am grateful for them and their loyalty to me. By the act of mirroring, I have created a family. You too can!
Thank you for reading. What other ways would you recommend for customer-retention? Kindly leave a comment below and remember to share this post with a friend.