Chapter 2

Did they leave unhappy, or did nobody ask them back?

Khách không quay lại vì chê, hay vì không ai hẹn?

The chapter's question

What share of my clients return within the right window for the service they had?

Most lost clients are not unhappy; nobody rebooked them before their return window closed.

Part 2.1
Every service has its own window
How many weeks is the real return window for each service, and does it come from the service itself or from what I wish were true?
Part 2.2
A plan with dates beats a package with money
Do the packages I sell carry a booked date for every session, and how many paid-for unused sessions are still waiting?
Part 2.3
The reminder call inside the window
Who in my salon makes the reminder call, on which day of the window, and what do they say?
Part 2.4
New clients and the second visit
How many of last month's new clients came back a second time, and where did the rest drop away?

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Empty Chair is free to read right here.