DODSON Management Consulting

Stop Obsessing Over Client Retention — NPS is the Real Key to Salon & Spa Growth

In the salon and spa industry, owners often point proudly to client retention rates as the gold standard of success. After all, if clients keep coming back, that must mean they’re happy… right?

Not exactly.

Retention is important — but it’s a lagging indicator. You only see the data after clients have already returned (or not). Or NOT is the problem.  You’re not catching why you lost them.   It doesn’t show how they feel right now or whether they’d enthusiastically recommend you to others. Or what could you do to convert them into a Promoter? 

In a fiercely competitive market, word-of-mouth is your biggest growth driver. That’s why top brands look beyond retention to Net Promoter Score (NPS): a simple measurement of how likely your clients are to refer you to their friends.  It also converts bad client interactions into Promoters.   

Here is a challenge we made to the industry. READ THIS. 

Why NPS Leads the Way

It’s shows why you lose clients and it’s a leading indicator when Retention is lagging:

  • It predicts future retention, referrals, and revenue growth.
  • It identifies potential problems early — before they show up in declining rebooks.
  • It helps you turn your happiest clients into vocal advocates, boosting your brand where it counts most: in local conversations and reviews.
  • It creates a way to fix your mistakes faster than you ever thought possible. 

Ready to Make the Shift?

See how to do it here https://amomentspeace.com/net-promoter-score 

Alternatively, at DodsonMC, we help any business transform the way they measure client success — by combining NPS tracking with marketing strategies that convert promoters into public champions.  Using anyone’s point of sale software.   We don’t care what you use. We’ll set it up   

Want to grow your referrals, client loyalty, and revenue? Reach out to us today.

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The founder and managing partner of DodsonMC who brings: 32 years of experience enhancing operations for Fortune 500 companies. A Vanderbilt Executive MBA and an Industrial Engineering undergraduate degree. Over 20 years of success in owning and growing his own businesses. A vast network of partners that have driven accelerated results.
Kip Dodson
Kip DodsonFounder

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The founder and managing partner of DodsonMC who brings: 32 years of experience enhancing operations for Fortune 500 companies. A Vanderbilt Executive MBA and an Industrial Engineering undergraduate degree. Over 20 years of success in owning and growing his own businesses. A vast network of partners that have driven accelerated results.
Kip Dodson
Kip DodsonFounder

Everywhere you turn, someone is looking for a social media “guru” to grow their business. While social media is important, it’s only one part of a larger equation. At Dodson Management Consulting (DodsonMC.com) and SourceLocalMedia.com, we’ve proven that lasting business success starts with mastering the Digital Basics and your Source Formula. 

By Kip Dodson

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