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How I Coached My Team to 93% Client Retention (and How You Can Too)

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When I owned my salon, people always asked how we kept clients coming back.

Our retention rate? 93%. Not because we ran promos or had the perfect location. Not because every stylist was fully booked from day one. It was because we built connection into everything we did.

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THE STARTING POINT

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When new stylists joined my team, most of them had the same fear: “What if people don’t rebook with me?” They were talented. Their work was solid. But retention isn’t just about great hair. It’s about how clients feel. So I made that our focus from day one.

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THE COACHING SHIFT

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I’d sit down with each new stylist and walk them through one simple truth: “Clients don’t come back because of what you do. They come back because of how you make them feel.” Then we’d practice.

Before every appointment, they’d spend five minutes reviewing:

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• What the client was maintaining or growing out
  
• What they loved or didn’t love from last time
  
• One personal detail such as a vacation, kids, job, or anything they mentioned
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And I’d remind them:

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“Start with their story, not their service.”

“Hey, how’s your new job going?” hits completely different than “What are we doing today?”

That five minutes of prep built trust faster than any promotion ever could.

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THE RESULTS

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I watched new stylists go from nervous to confident fast. Clients started rebooking before checkout. Tips increased. Referrals poured in.

And that’s how we built 93% retention without a single marketing campaign.

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THE TRUTH

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Now, what I do know is that this kind of prep isn’t everyone’s strength. Some stylists are amazing behind the chair but struggle with the business side such as remembering details, staying consistent, or finding time to prepare between clients. That’s exactly why I created LiQUiD’s Prep Assistant. It does everything I used to teach my stylists to do automatically.

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Before your client even sits down, the Prep Assistant:

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• Reviews their intake form
  
• Identifies their main concerns or goals
  
• Generates consultation scripts and talking points tailored to them
  
• Recommends add-ons or products that align with their service
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It not only helps you show up fully prepared, it also helps your client feel understood and supported. So while you’re getting the perfect prep, your client is getting their problem solved. And because those recommendations are tied directly to the services you’re offering, your average service ticket can increase by up to 30%. Two problems solved in one. The thinking is done for you. You just show up, read the script, and focus on what you do best: the service itself. Connection shouldn’t depend on memory or chaos between clients. It should be built into your system.

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THE BOTTOM LINE

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You don’t have to be naturally gifted at retention. You just need a system that makes it effortless. That’s what the Prep Assistant was built for, so you can create loyal clients, not just full books.

Five minutes of prep.
93% retention.
Now automated.

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👉 Try LiQUiD’s Prep Assistant free for 7 days.

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💜 Slay the day,
Chrystal Graves 

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