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 recognises any client who is at risk of not coming back to your business.
A client is recognized as being at risk/overdue if they fall outside their typical booking pattern, which the system will automatically determine after a client has had three appointments with services from a specific Service Category.
You can then send a simple SMS or Email (or both) to those clients to prompt them to re-book their appointment with you.
- Click on Marketing > Client Reconnect.
- You will see a list of all of the Service Categories in your business.
- For each Service Category, you can see how many clients are overdue for their appointments.
- Click the Contact Overdue Clients button to send a prompt to your clients to rebook.
You can also click the Contact All Overdue Clients button to send the prompt to all overdue clients for every service you offer.
Can I Adjust the Message Templates and the Sending Options?
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.