MENU
SEARCHClient retention can be a slippery slope, and it’s hard to know how you’re doing when everyone measures it differently. We dug deep into the loyalty stats with these five owners.
Client retention can be a slippery slope, and it's hard to know how you're doing when everyone measures it differently. We dug deep into the loyalty stats with these five owners.
JANICE VAN MULLEN
New client retention ratio:33%
Existing client retention ratio: 72%
Measurement timeframe: 90 days
Do you regularly set retention goals for your team? Every six months we do a career path meeting where we identify benchmarks and specifically client retention. This is how I determine how new customers will be filtered into the salon. We put it into a power ranking system.
How often do you evaluate and share statistics with your team? Every day. We also post benchmark reports on a weekly basis. We have a daily huddle sheet, which shows high performances from the day before.
Is retention a factor when considering raising a stylist’s prices or giving them a raise? Yes, the formula we use is 80%requested, 80%booked and 70%retention.
KAREN WISCHNELFSKI
New client retention ratio:32%
Existing client retention ratio:
79% Measurement timeframe: Average of 90 days and 180 days.
Do you regularly set retention goals for your team? Yes, their pay is based off of retention. I pay hourly with bonuses. If one of the employees is at 75%retention and they increase it to 80%, then I give them a $300 bonus.
How often do you evaluate and share statistics with your team? Weekly. At our meetings we highlight different areas we are working on. We go over retention once a month.
Is retention a factor when considering raising a stylist’s prices or giving them a raise? Absolutely. Their wage is set off of that. Raising a stylist’s wage is also based upon their productivity.
CHERIE SLUSSER
New client retention ratio:28%
Existing client retention ratio: 74%
Measurement timeframe: 90 days
Do you regularly set retention goals for your team? We do this on a quarterly basis. The salon looks for continued growth in retention numbers. The team members also can see the increase in their revenue.
How often do you evaluate and share statistics with your team? We meet with the individual team members twice a year. We have seen very positive results from continual meetings with the stylists. We are moving toward meeting on a quarterly basis.
Is retention a factor when considering raising a stylist’s prices or giving them a raise? Yes, the stylists with higher retention rates have a better opportunity to achieve this. Retention rates and pre-booking show increases in revenue and income for the stylists.
GLENNIS TOLUNAY
New client retention ratio:45%
Existing client retention ratio: 76%
Measurement timeframe: 120 days
Do you regularly set retention goals for your team? Our benchmarks give us a set standard to operate by. They require us to retain a minimum of 60% of all our clientele.
How often do you evaluate and share statistics with your team? The salon manager has a 30-minute meeting with all service providers once a week. In this meeting, service providers learn, among other things, their current client retention and pre-booking rates for the week, month and year.
Is retention a factor when considering raising a stylist's prices or giving them a raise? Client retention rates are one of the integral parts factored into any consideration for a promotion.
Putting your family to work in the salon offers some real tax benefits, but you have you have to play by the rules of the tax code to claim them. Azarvand Tax Law's Leticia Skrabut, Esq., shows you how.
Discover how to create a true “WOW experience” for every client by first building a culture where your team feels engaged, empowered, and inspired. Drawing on Calvin Stovall’s Iconic Framework, this blog explores how salon, spa, and clinic leaders can strengthen culture, elevate customer experience, and build a business that stands out for the long term.
Sponsored by Phorest Salon Software
The wellness industry is growing fast, and salons and barbershops already are an important part of it. In her first blog, Tracy Rado shares where the wellness dollars are heading, and how salon's can grow with this movement.
While salon sales are increasing, owners often feel they're working harder for the same or less profit. Leverage Q2 data from The KIM Report, Alain Audet reveals some of the structural changes that are dampening your growth and why your region and your salon size matters.
Weaknesses in your business are amplified during the Holiday Season. Spark Pro Global's Lucy Randall shows you five things to do now to have the strongest holiday season yet.
In Kati Whitledge's latest blog, she shares how salons have moved away from dress codes and embraced appearance standards. But by removing strict dress codes, some businesses may have unintentionally lowered their appearance standards. Whitledge helps you explain to your team why an appearance standard is important and how to smoothly implement a new appearance policy.
The Small Business Health Care Tax Credit is a non-refundable tax credit for for-profit businesses that provides a financial incentive for eligible employers who offer health insurance coverage to their employees. Leticia Skrabut, Esq., walks you through how to claim that credit.
Developing strong work habits early in one's career supports long-term success in the salon industry. Jesse Linares offers new stylists his top five tips.
Most salon owners have no idea what these numbers are. You can hit record sales and still have a profit problem. The difference comes down to four numbers almost nobody was taught to track.
Sponsored by Strata Salon Systems™
A five-area audit every owner-dependent salon needs to run. You built something that looks successful. Now find out if it can survive without you.
Sponsored by Strata Salon Systems™
Every month you put off fixing the problem, it gets bigger, more expensive, and harder to solve.
Sponsored by Strata Salon Systems™
At Janet St. Paul Studio for Hair and Beauty, Director of Operations Natasha McMillen helps bring her wife Janet St. Paul's vision to life, elevating every system from education to operations.
Expand your color service menu with the Pinstripe technique. Brooks and Brooks' Marlon Hawkins walks you through the technique.
The strongest salons, spas, and med spas know which numbers tell the real story of their business. In this practical guide, Phorest breaks down the five essential KPIs every business should track to improve retention, boost revenue, and make smarter decisions with confidence.
Sponsored by Phorest
At Bella Style Salon in Slidell, Louisiana, Director of Operations Angela Meyer tackles inventory, team management, and guest relations. Read all about her in our latest Meet the Manager.
Starting at Impressions front desk in 2006 when he was 19 years old, General Manager Paul Petrowsky is a seasoned professional who owner Sarah Taylor says is responsible for much of her own success.
Planning is in full swing for the most anticipated events and promotions for the 2026 holidays. As owners share their favorite ways to celebrate, they prove that a carefully planned event can also build culture, increase client loyalty, boost sales, and set a business up for a successful 2027.
