CCS Plus Consulting Team
Every owner wants to know: are customers happy with my salon? Are they happy with my staff?
What do most owners do? Ask customers directly, or ask them to leave a review. It sounds reasonable, but asking this way rarely gets you the truth.
1. Why asking doesn't get you the truth
Why would an angry customer spend time writing you a review? She just wants to leave.
Polite customers are even quieter. If they're unhappy, they simply don't come back. They won't make a fuss or take the time to tell you what to improve.
The result: most people willing to write reviews were already happy. The unhappy group, you never hear from.
Unhappy customers don't complain. They just stop coming back.
2. A good system never asks. It watches customer behaviour
Satisfaction isn't about what she says. It's about what she does.
Here's an analogy: to know whether a husband is happy with his family, look at two things: does he keep coming home, and does he keep giving money for the household?
Customers are the same. Happy customers keep coming back and keep spending. That's why CCS Plus uses Customer Retention Rate (CRR) to reflect customer satisfaction, an approach unique in the industry.
3. Every month, the system tells you who should have come but didn't
A good system reminds you every month:
"Boss, 38 customers were due back last month and didn't come."
Dig a little deeper and you'll find that many of them were served by the same staff member on their last visit. For example:
| Staff | Customers served last month | Due back but didn't come | Retention rate |
|---|---|---|---|
| Jasmine | 60 | 6 | 90% |
| Mimi | 55 | 8 | 85% |
| Lily | 48 | 24 | 50% |
Half of the customers Lily served didn't come back. Now the problem is clear: it isn't that customers are fewer, it's that this staff member needs training. Talk to her first, find out whether it's technique, attitude or overly hard selling, then plan training around that.
You didn't have to ask a single customer. The answer was already in the data.
4. What's the difference between an ordinary system and an exceptional one?
The difference is fundamental: one lets you issue bills, the other warns you before sales drop.
By the time month-end sales fall, customers have usually been gone for two or three months. With CRR, you know as soon as customers stop coming, while there's still time to win them back.
Conclusion: if you're going to use one, use the best management system
CCS Plus is the only system in the industry that can generate CRR (Customer Retention Rate) data. Every month it tells you who should have come but didn't, and which staff member served them, so you can act before sales drop.
Want to know your outlet's retention rate? Book a 30-minute Demo and we'll show you using your real situation.
