This article will explain how Client Reconnect will help contact clients who are overdue and get them back in for their next appointment.
Is one of your top clients due to book another appointment? What happens if they don’t book?
Did you know that if your regular clients don’t come in when they usually do, every week that passes will radically increase the chances that they’ll book with another business?
The Client Reconnect feature is specifically designed to ensure that your regular clients stay your regular clients. It targets your clients at risk of not returning and gets them back through your doors!
In this Article
How Does it Work?
Client Reconnect helps you identify clients who may be at risk of not returning to your business.
A client is marked as at risk/overdue when they go beyond their typical booking interval. This interval is automatically calculated by Phorest after the client has had three appointments within the same Service Category.
Their typical booking interval is the average time between those three visits.
Example:
- Client A typically books every 4 weeks → considered overdue 4 weeks after their last visit.
- Client B typically books every 6 weeks → considered overdue 6 weeks after their last visit.
Phorest automatically determines each client’s booking pattern based on their actual visit history, so there’s no need to set or adjust default times. The system will prompt you to reconnect once a client falls outside their usual pattern.
How to Reconnect
To reconnect, go to Marketing > Client Reconnect.
Here, you can Contact All Overdue Clients, only Contact Overdue Clients for a specific service category, or see a list of overdue clients from a specific category by clicking View Overdue Clients.
Can I Adjust my Sending Preferences and Message Templates?
Yes! Check out this guide to find out how.
Are the Messages Sent Automatically?
The initial message is sent manually; however, you can send it to every overdue client or all overdue clients from a specific Service Category with the click of a button.
The follow-up message is sent automatically, provided the overdue client hasn't already rebooked. For more information on adjusting your follow-up message, check out this guide.
If a Client Rebooks a Package or Special Offer, Will it Count as a Reconnect?
Yes, if a client rebooks a package or special offer, it will count as a successful reconnect, provided that the service or special offer includes a service from the same service category as the one from which the original client reconnect message was sent.
For example, if the reconnect message was sent for a massage service category, the client will need to rebook a package or special offer that includes a massage for it to be counted as a successful reconnect.
Other FAQs
If a client is overdue for one service category but already has a future appointment for a different service category, will they still appear as overdue in Client Reconnect?
No. As soon as a client has any future appointment booked, regardless of the service category, they will not be marked as overdue by Client Reconnect. This is by design to prevent excessive communication. Instead, the upcoming appointment presents a natural opportunity to encourage rebooking for the other service category during their visit.
I have multiple locations in my business. If a client is overdue in one location but books an appointment in a different location, will they still be marked as overdue in the original location?
No. Once a client has a future appointment booked at any location within your business, they will no longer be marked as overdue by Client Reconnect, regardless of the location where the appointment is scheduled. This helps prevent duplicate outreach across locations and ensures a smooth, consistent client experience.