Turn One-Time Clients Into Lifelong Regulars With the Right Message at the Right Time
Generate automated reminders, follow-ups, and rebooking prompts. Keep clients coming back without the manual work.
The Real Cost of Letting Clients Slip Away
Acquiring a new client costs significantly more than keeping an existing one. Yet most salons spend the majority of their marketing budget on attracting new clients and almost nothing on keeping the ones they have.
A simple text message at the right time can be the difference between a client who never returns and one who books every 4-6 weeks for years. Combine with our booking reminder generator to reduce no-shows too.
The Client Retention Messaging Framework
Stage 1: Confirmation & Reminder
Dramatically reduce no-shows with simple automated reminders.
- • 48 hours before: Confirmation request
- • 24 hours before: Friendly reminder
- • Morning of: Day-of reminder (optional)
Goal: Client shows up, on time, prepared.
Stage 2: Post-Visit Follow-Up
Turn a good experience into a great review and future booking.
- • Same day: Thank you message
- • 24-48 hours: How are you loving it?
- • 48-72 hours: Review request
Goal: Collect reviews, address any issues early, plant rebooking seed.
Stage 3: Rebooking Prompts
Catch them before they forget to book or go elsewhere.
- • 4-6 weeks: Soft rebooking reminder
- • 6-8 weeks: Time for your next appointment
- • 8+ weeks: We miss you message
Goal: Keep them on a regular schedule before they lapse.
Stage 4: Win-Back Campaigns
Bring back clients who have disappeared.
- • 60 days: We miss you (no incentive)
- • 90 days: Come back offer (small incentive)
- • 120+ days: Personal reach-out from owner
Goal: Re-engage before they forget you entirely.
Message Types Every Salon Needs
Appointment Reminders
Dramatically cut no-shows with simple automated reminders. They pay for themselves immediately.
Rebooking Prompts
Reach out at the right time based on service type. Color clients at 4 weeks, haircuts at 6 weeks.
Birthday Messages
The easiest win. A birthday discount has some of the highest redemption rates of any offer.
Thank You Follow-Ups
Show you care beyond the transaction. Opens door for feedback and review requests.
Win-Back Campaigns
Re-engage lapsed clients before they are gone forever. Worth the incentive to bring them back.
Review Requests
Ask at the right time (48-72 hours after). Happy clients will leave reviews if you ask.
Client Messaging Mistakes That Kill Retention
Client walks out the door. Radio silence until they (maybe) remember to book again. Most will not.
Fix: Automate at minimum: appointment reminders, post-visit thank you, and rebooking prompts. Most booking software has this built in. Turn it on.
Texting every other day with promotions. Clients unsubscribe or start ignoring you entirely.
Fix: Quality over quantity. Appointment reminders are fine. Monthly promotional messages are fine. Weekly sales pitches are not. Respect their inbox and they will respect your messages.
Messages that sound like they came from a computer. No personality, no warmth, no connection.
Fix: Write like a human. Use their name. Reference their service. Sign from a real person. Make it sound like you actually wrote it, not a robot.
Every message is a promotion. Never checking in unless you want something. Clients feel used.
Fix: Mix value with asks. Birthday wishes, thank yous, tips and advice. Not every message should end with "Book now." Build relationship, not just transactions.
Client has not been in for 6 months. Now you reach out. They have already found someone else.
Fix: Set triggers at 60, 90, and 120 days. Catch them early while they still remember you. After 6 months, you are basically starting from scratch as a new salon to them. Need to attract new clients? Use our salon funnel builder.
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