Client retention is an important thing for your business to be measuring. It is one of the best ways to measure the health of your business, how many clients are actually coming back.
You'reOnTime has a few different reports that can be used to measure retention using a few different methods.
This report will tell you for each staff member what percentage of clients they serviced in a given period returned to the business or to the staff member themselves. So for example, if the current month is December then you probably want to set the date range to a period at least a few months beforehand. Setting the date range to December wouldn't give the clients enough time period to return in as they probably just attended a few days or weeks before. So better would be to set the date range of something like August 1st to August 31st. Then we would get a report that looks something like this.
This shows a few different things. Maddison Robinson serviced 7 different clients during August. Of those 4 of them returned to the business in the period since then for a retention rate of 57%, this would be considered a good result. Of those 4 that returned, 3 of them returned to her directly, also a good result.
We can also see previous months, so for clients who were serviced by Maddison in July, 2 of them returned to her since then, and so on for June and May.
The Total Rebooked shows some more interesting info, it will show how many of the clients rebooked immediately after their appointment in August for another one.
Client Retention for Year
This report will show you a month by month breakdown of the client returns for the last year. What that means is what percentage of clients who came in 12 months ago have come back again since then. You could then compare to how many came back within just one month and see the increase over time.
So for example in this report.
We can see that in the last 12 months 33% of people returned within 1 month to the Eastern Salon. But if we move forward to 12 months that has gone up to 50.8% of clients have returned.
There are a couple of other options on this report worth mentioning. The first is the Don't check appointments in last option. What this means is that for appointments made in the last couple of weeks or days you won't have many returns, people haven't had a chance yet, so it allows you to specify a time to start before. So if you choose 4 weeks for this option you will effectively be measuring 13 months ago for the 12 month return period.
Finally, you can specify how many times someone has to return to register. So if you leave this as the default 1 then the client only needs to return once. But if you want to measure how many times they return twice then you would enter 2 here.