Every day

Customers

One record per person, however they arrived. In Customers, for a receptionist and above.

How somebody gets a record

A customer record is made by their phone number, the first time it is used: a booking on your page, a booking you take over the phone, or a phone number added to a bill at the till. There is no separate step for creating one, and no account for the customer to make.

That is why the phone number matters so much at the desk. Without it a walk-in is anonymous, their visit joins nobody's history, and they cannot hold a package or a club place.

If you run several outlets, a customer is shared across all of them. One person, one record, one history, whichever door they walk through — which is most of the reason to run them under one business.

What is on a record

Name and phone number, and an email if they gave one.
Notes — for the stylist, not the customer. Allergies, what the colour was last time, that she likes it shorter than she says. Nobody outside your business ever sees them.
Their visits: what was done, by whom, what it cost, what was paid.
No-shows and late cancellations, which is what you will want when the same person books bridal work.
Any package they still have visits in, and whether they are in the club.

Notes are read by everybody at the desk. Write what helps the next stylist, not what you would not want read aloud.

What the customer can see themselves

Every customer has an account page on your booking site — no password, just a code sent to their phone or email. It shows their upcoming and past bookings, whatever is left of any package, and their club place if they have one. They can cancel or move a booking there within your notice window.

Consent, and the messages that need it

Messages about a booking somebody made — confirmations, reminders, cancellations — go to everybody. They are about an appointment the customer asked for, and somebody who has asked not to be marketed at still has to be told their stylist is off sick.

Three messages are different and need consent, which is asked for when they book: the review request, the nudge when they are about due for the next visit, and the note after a long absence. Every one of those carries a link that stops them, and using it silences those three and nothing else.

"Never asked" and "asked us to stop" are recorded as different things. Somebody who has never been asked is not treated as having refused, and somebody who refused is never asked again.

Getting people back

Settings → Coming back turns on two nudges. The first goes out when somebody is about due for their next visit — judged by how often that particular person actually comes, not by one number for everybody. The second goes to somebody you have not seen in a long time.

Both are off until you switch them on, both respect consent, and neither is a campaign tool: they are about one customer's own pattern. If you want to announce something to everybody, that is a poster and your own Instagram, not this.

Reviews

Put your Google review link in Settings → Coming back and one request goes out after a visit, to customers who agreed to hear from you. Leave it blank and nothing is sent. The request is asked once per visit, never repeatedly, because the second ask is what makes people mute a business.

Reviews land on your Google listing, not here. That is where people looking for a salon actually read them — see Your booking page.

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