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In this episode, Todd and Jen dive into the two pillars of salon growth: retention (keeping clients coming back) and acquisition (bringing in new ones). 

Too many salon owners focus on just one—but long-term success requires mastering both.

You’ll hear practical strategies, client experience tips, and marketing insights drawn straight from the Hello Hair Co. playbook, including how to create loyalty, inspire referrals, and consistently attract new faces without burning out.

Key Takeaways

• Retention and acquisition aren’t either/or — both are essential for lasting salon growth.
• Consultations (and re-consultations) are the secret to keeping clients loyal.
• Hospitality and personalization turn good services into unforgettable experiences.
• Building staff confidence is a leader’s job — and prevents overwhelm in new stylists.
• Smart marketing tools (Google Ads, SEO, automation, reviews, social media) keep new clients coming consistently.
• Focusing only on retention or only on acquisition will break your business model.
• Tracking the right KPIs (rebooking, client lifetime value, cost per new client, referrals) shows you what’s really working.

Episode Timestamps

• [00:00] – Intro & why Jen refused to kick things off
• [00:01:30] – Jen's opening take and quote of the week: Vidal Sassoon on why hairdressers are magical
• [00:03:00] – Todd's opening take, owner perspective: the happiness KPI
• [00:07:00] – Why retention matters: loyalty, consistency, referrals, and fun
• [00:11:00] – The consultation game changer: how to re-consult every visit
• [00:14:30] – Building relationships when your skills are still developing
• [00:15:00] – Hospitality Playbook: moving beyond snacks and water bottles
• [00:17:00] – Personalization & note-taking for unforgettable experiences
• [00:19:00] – Staff happiness and motivation = client happiness
• [00:21:00] – Helping “baby hair pros” build confidence without overwhelm
• [00:23:30] – Why acquisition matters: churn, plateaus, and growth
• [00:26:00] – Automated touchpoints: email & text marketing that works
• [00:28:30] – Google Ads, SEO, and why outsourcing marketing was a game-changer
• [00:33:00] – Social media strategy: faces > backs of heads
• [00:35:00] – Cross-promoting with local businesses & the power of reviews
• [00:37:00] – KPIs: client lifetime value, cost per client, rebooking, referrals
• [00:38:30] – Wrap-up + free Hospitality Playbook download

Resources & Links

• Subscribe to the 321 Pro Push Newsletter: Real business lessons, strategies, and challenges delivered weekly.
• Listen to more episodes: the Hello Hair Pro podcast
• Follow us on Instagram: @hellohairpro

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