Frequently, when I ask about retention rate, the response is usually a little vague. “We get around ___%,” stated with an unsure tone, is typical. Saying “around” or not knowing your retention rate is not a good thing when you are leading an organization. Especially if you are a day spa, medi spa, wellness center or a resort spa who caters to a local market. Do you know your retention rate? Go check it out. Your spa’s Retention Rate is one of the most important Performance Indicators to monitor. It cannot be ignored. It’s a direct reflection of how satisfied your clients are and if you are fulfilling their needs. So, what do your clients want? And how do you keep them coming back for more? It comes down to three things:
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