This May Be Affecting Your Retention Rate:  Why Clients Don't Rebook

This May Be Affecting Your Retention Rate: Why Clients Don't Rebook

Posted by Sarah Kinsler-Holloway on

As estheticians, building a loyal clientele is crucial for the success of our businesses. However, despite our best efforts, we may find that some clients do not return for future appointments, impacting our retention rates. Understanding the reasons behind why clients do not return will help us address and thus improve client retention.

I'm here to explore the most common factors that influence clients' decisions not to rebook and offer strategies to overcome these challenges.

Inconsistent Results or Not Managing Expectations

Clients seek treatments with the expectation of visible improvements in their skin's appearance. But let's be honest, sometimes those expectations are a little unrealistic.  Still, it is our responsibility to navigate this.  The fact is, when clients fail to see consistent or satisfactory results after multiple sessions, they may become discouraged and hesitant to rebook. To address this issue, it's important to have a thorough consultation where you can address potential challenges or provide a time frame in which they may expect results. Homecare will also be incredibly important as 80% of the results our clients see are directly related to daily use of proper homecare.   I also suggest regularly assessing and adjusting your approach based on their feedback and evolving skincare concerns.

Lack of Personalization

Personalization is paramount in the skincare industry, as every client's skin is unique and requires individualized attention. Clients who feel that their treatments are generic or one-size-fits-all may be less inclined to return. Take the time to conduct thorough consultations before each session, listening attentively to your clients' concerns, preferences, and skincare history. Tailor your treatments and product recommendations accordingly, demonstrating your commitment to their unique needs.

It's also worth noting that clients like to feel special. Think of ways you can create an intimate experience where your client feels like in that moment, nothing else matters. This could be follow-up text messages, taking notes of conversations so the next time you see them you can pick up where you left off, etc.


Poor Communication

Effective communication is essential for fostering trust and rapport with clients. If they perceive a lack of communication or transparency regarding treatment options, expectations, or post-care instructions, they may feel dissatisfied and hesitant to rebook. Prioritize clear, open communication with your clients at every stage of their skincare journey. Educate them about the benefits of each treatment, address any concerns or questions they may have, and follow up after appointments to ensure their satisfaction and well-being.  It is very important to also feel confident in your treatment plan. Clients can sense hestitation.  If you don't feel confident, try to identify where that comes from so that you can work on it. If it's lack of ingredient knowledge, start researching. If it's social anxiety, practice with a family member, or reach out for help. As an anxiety sufferer myself, I can say that it has gotten immensely better the more I've put myself out there. 


Pricing and Value Perception

Clients are willing to invest in skincare treatments that they perceive as valuable and worthwhile. However, if they feel that the cost of your services outweighs the perceived benefits or results, they may be reluctant to rebook. Evaluate your pricing structure and service offerings to ensure they align with the quality and value you provide. Highlight the unique benefits and results of your treatments, emphasizing the long-term benefits of investing in their skin's health.


Poor Customer Service

Exceptional customer service is the cornerstone of a successful skincare practice. Clients who have negative experiences with scheduling, wait times, cleanliness, or professionalism may be deterred from rebooking. Evaluate every touchpoint of your client experience, from initial inquiry to post-treatment follow-up, and strive to exceed expectations at every opportunity. Ensure that your facility is clean, welcoming, and well-maintained, and train your staff (if you have any) to provide attentive, personalized care to every client.


Client retention is essential.  Sometimes it's hard to look inward to see where we may be falling short.  Doing a regular audit of your business practices may help, or even offering an anonymous feedback form. 

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