The little things your regulars remember
The birthday text, the "how was the wedding?", the stylist who remembers your daughter's name. It's why people stay loyal, and it's the first thing to go when you're busy. Friday never forgets.
Happy birthday, Rosa! 🎉 Ana has a little something for you at your next visit. Hope it's a great day.
Aww you remembered!! Book me with her next week?
FridayOf course. Thursday at 4 like usual?
Perfect. How's Ana's baby??
FridayGrowing fast! She'll be so happy you asked. See you Thursday.
Ask anyone why they've gone to the same hairdresser, barber or dentist for ten years and it's rarely the price. It's that they feel known. Somebody remembers their name, their usual, their kid's soccer season, the trip they took.
Why it slips
When you're small and slow, you remember everything. When you get busy, the little things are the first to go. Not because you stopped caring, but because nobody can hold 400 clients' lives in their head.
Friday can
Friday remembers what your clients tell her and what they tell you (if you pass it along):
- Birthdays and anniversaries, with a warm note and, if you want, a small treat on the next visit.
- Life events. "How was the wedding?" "Hope the new job is going well." "Did your mom's surgery go okay?"
- Preferences. Their usual service, their favorite stylist, the coffee order, the thing they hate.
- Thank-yous. A note after a first visit, or after someone sends a friend your way.
It's not a marketing trick
These aren't mass messages with a name merged in. Friday writes each one for the person, the way you would if you had the time, and she only sends them when you've said it's okay.
Loyalty is the cheapest growth
Keeping a regular costs far less than finding a new customer. The little things are how you keep them.