Bringing your clients back
A few gentle ideas, and the numbers behind them
A few gentle ideas, and the numbers behind them
Hi Tetyana,
Some ideas have been brewing for how to gently bring your past clients back in, off the back of the texts going out this week. Have a read when you get a quiet moment. No rush.
None of these cut your treatment prices. You never discount your facials, and that stays, full stop.
Every idea adds a little something extra for the client instead, a nice touch, a bit of care, faster access, never money off a treatment. That protects how premium the clinic feels.
Two honest exceptions, both your own ideas, so nothing surprises you later: the membership carries its own monthly price (a plan people join, not a discount), and the only price cut anywhere is 10% off home-care products for members, which you suggested yourself. Your treatment rates never move.
Tick the ones you like, cross the ones you do not. The numbers live further down.
A past client rebooks and gets a complimentary skin scanner consultation plus a short written skin plan. The scan shows what has changed, and gives a clear next step.
A gentle promise that removes the fear of wasting money. Covers only the first visit back, a complimentary re-do, never a refund, so your money stays with you.
Returning clients get first pick of your two later evening slots, and a heads up before the diary opens to everyone.
Rebook and get one small extra added on, your choice: an LED finish, a quick brow tidy, a take home mini. Added on top, never off the price.
For clients with a real goal, a set of facials booked as one plan, with a skin scan at the start, middle and end so they see progress. Sold at your normal rates.
A simple monthly place: one facial a month, member only extras, priority booking, a seasonal skin scan review. The Haslemere clinic is already running this, comparison below.
You asked, rightly, where the actual numbers sit, because "complimentary" on its own does not tell you what you are giving away or earning. Here is the simple rule these offers follow.
The free bits carry a real price, and we say itWhen the scan is worth £30 and the LED finish is worth £55, the client hears "£85 of care, on the house," not "a little something." Same generosity, far more powerful, not a penny off your treatment.
Packages and membership carry a real price you setA journey and a club are things people buy and join, so they are priced properly, the way your courses already are.
Your treatments never get a price cutA facial is £165 to £250 and it stays there, everywhere, always.
The only discount in the whole plan10% off home-care products for members, your own idea, and products earn you little anyway. They are there to keep clients coming back.
One gets lapsed clients back through the door now. One turns a visit into a result. One turns your regulars into steady monthly income. Every number is your own, and yours to adjust.
The offer for the texts going out now. It gives a client who has drifted off a real reason to book this month, without touching your prices. Built from the exact reasons people put off rebooking.
| What stops them coming back | What they get | Worth |
|---|---|---|
| "My skin has changed, I do not know what I even need now" | Skin scanner consultation, their Glow Score, and a short written plan, in hand the same day | £30 |
| "Is it really worth it" | A Welcome Back LED finish added to the treatment they rebook | £55 |
| "Can I even get a decent time" | First pick of an evening slot, before the diary opens up | included |
| "What if I waste my money again" | The Glow Guarantee: love how your skin feels or the follow up is on me. First visit only, a re-do never a refund | peace of mind |
| Care included, completely free | £85 | |
The treatment they rebook stays full price, £165 to £250. The £85 sits on top, as a gift for coming back. Nothing is discounted.
Your existing programme, given a name and a shape: 6 sessions, one about every two weeks, at your £125 session rate, so £750 for the journey. What makes it special is not a lower price, it is everything wrapped around it.
Sold at your normal per session value, exactly the way you already sell your TCA course at £440 and your Body Ballancer course at £300 to £475. The bundle is the draw, never a markdown.
Your version of what the Haslemere clinic charges £150 a month for, and yours can quietly beat it. The shape, mirroring your own sketch:
A facial every month, matching Haslemere.
Five facials across the year, matching your sketch.
This is the "TLC Skin Club" you had Gemma pull for you, The Lodsworth Clinic. It is the only membership like it anywhere near your patch. Here is exactly how yours would stand next to theirs.
| Their Skin Club £150/mo |
Their Beyond Skin £200/mo |
Your Skin Club proposed £150/mo |
Where you win | |
|---|---|---|---|---|
| Monthly facial | Tailored resurfacing facial | Advanced protocol, rotated | One tailored facial, your signature LevitaLift on the table | Even, and yours is uniquely yours |
| Home-care discount | 10% off | Same clinic | 10% off | Even |
| Member pricing | On selected services | Included | On add-ons | Even |
| Seasonal skin reviews | 4x a year | Included | 4x a year, on your skin scanner | Even |
| Priority booking | Yes | Yes | Yes | Even |
| Onboarding | Month-1 60-min evaluation | Must buy a course of 3 first | Month-1 scan plus written plan | Even, no hoop to jump through |
| Satisfaction guarantee | None | None | Love it or the follow up is on me | Only you |
| Google review engine | None visible | None | Built in, part of your system | Only you |
| Missed-call text-back | None | None | Built in | Only you |
| A named assistant chasing and checking in | None | None | Alice, texting and checking in | Only you |
| Annual member event | Yes | Yes | Optional, your call | Even if you add it |
| Term | 12 months | 12 months | 12 months | Even |
| Price | £150/mo | £200/mo | £150/mo | Same price, more inside |
For the same £150 a month, yours gives everything theirs does, plus a guarantee they do not offer, plus the whole follow-up and reviews system they simply do not have. And nobody else in Twickenham is doing this at all, so you would be first.
It gives a lapsed client a genuine reason to come back now, the scan, the plan, the LED finish, the guarantee, £85 of care free, without a penny off your prices. The Skin Journey and the Skin Club then catch the ones who come back and want more.
Here is the tone, in Alice's voice. Notice there is no price and no discount anywhere. All of that lives in your plan above, never in front of the client.
Warm, no price, no pressure, one easy yes.
All three keep your cash, a re-do never a refund, and cap to the first visit back.
"If you do not leave feeling your skin looks and feels better, your next visit is on me."
"Come back, and if that first facial is not everything you hoped, tell me and we put it right, no charge."
"Your first visit back is covered by my personal promise: love how your skin feels, or the follow up is complimentary."
Small housekeeping. Your booking system lists the skin scanner consultation at £30, but your website says it is free. For the offers above it works best treated as a real £30 service given free, that is what makes the "£85 of care" land. Two quick decisions: shall we line the website and the booking system up so they say the same thing, and would you like the £30 to count towards their first treatment if they book on the day. Either is easy, just tell me which you prefer.
That is all that is needed to get it running. Take your time, and thank you as always, Tetyana.