Thank-yous, rebooking nudges and win-back for salons
When to use it
Section titled “When to use it”- You run a salon, barbershop, nail or lash studio, or spa and clients mostly rebook by messaging you.
- Reviews on Google or Instagram bring you new clients, and you rarely ask for them.
- You would like to know who hasn't been in for months, without going through your book.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form your staff fill in | The Log a visit form this playbook creates. Staff fill it after each client, in about ten seconds, matched to the client by phone. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Front desk | Calls clients who have gone quiet. Can be one person. | Empty |
| Form | Log a visit | Staff form to log a visit. Saves the visit date and service on the client. | Draft, not published |
| Segment | Due to rebook | Last visit more than the rebooking gap ago, but within four months. | Ready |
| Segment | Lapsed clients | Last visit over the lapsed limit ago, but within a year. | Ready |
| Template | Thanks for visiting (SMS) | Thank-you after a visit, with a review link if you gave one. | Ready |
| Template | Thanks for visiting (WhatsApp) | Thank-you on WhatsApp (needs Meta approval). The review link goes in the text. | Ready |
| Template | Time to rebook (SMS) | Friendly nudge to book the next visit. | Ready |
| Template | Time to rebook (WhatsApp) | Rebooking nudge on WhatsApp (needs Meta approval). | Ready |
| Follow-up | Visit: thank you and review | Thank-you and review request after a visit is logged. | Off |
| Follow-up | Rebooking nudge | Daily run over "due to rebook"; one nudge a month. | Off |
| Follow-up | Lapsed clients: personal call | Daily run over "lapsed clients"; one personal call task every six months. | Off |
| Question | Report: visits logged | How many visits were logged (used by the monthly summary). | Ready |
| Report | Monthly: visits and lapsed clients | Last month's visits, and how many clients are due back or lapsed, sent to your team. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your salon or studio? | none, must answer | org_name |
| 2 | Which services should staff pick from when they log a visit? | Haircut, Braids, Colour, Manicure, Facial | services |
| 3 | Where should happy clients leave a review? (your Google or Instagram link; leave empty to just say thank you) | empty: skipped | review_url |
| 4 | Where do clients book? (a booking link; leave empty to ask them to reply or call) | empty: skipped | booking_url |
| 5 | How many days after a visit should clients get the rebooking nudge? Barbers might say 21, braids 50. | 42 | rebook_after_days |
| 6 | Should these messages go by WhatsApp instead of SMS? Needs a connected WhatsApp Business number and Meta approval for two templates. | No | use_whatsapp |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Team that calls lapsed clients | Front desk | call_team |
| Days without a visit before a client counts as lapsed | 120 | lapsed_after_days |
| Thank-you after the visit is logged | 3h | thank_you_delay |
| Daily send time | 10:00 | send_time |
| When the monthly summary arrives | 0 8 1 * * | monthly_report_cron |
| Greeting when a first name is missing | there | greeting_fallback |
| Default phone country on the form | ‹workspace country› | default_country |
| Time zone | ‹workspace timezone› | timezone |
Timings
Section titled “Timings”- Thank-you 3h after a visit is logged. A client gets the review link at most every two weeks.
- Rebooking nudge every day at 10:00 for clients whose last visit was more than 42 days ago (and under four months). At most one nudge a month.
- A call task for Front desk for clients whose last visit was over 120 days ago and under a year ago, due in 72 hours. At most one every six months.
- A summary on the 1st of each month.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | Thank-you, review request and rebooking nudge | An SMS provider, or Origamy managed SMS after business verification (KYC). |
| The same two messages, if you switch WhatsApp on | A connected WhatsApp Business number, and the two templates approved by Meta. | |
| The monthly summary to your team | Team members with an email address. |
What you need to do
Section titled “What you need to do”- Publish the Log a visit form and bookmark it on the till or reception phone. Staff fill it after each client with the phone number the client uses with you. Clients who never get logged never get a message.
- Add the people who make calls to the Front desk team (it can be just you), and anyone who should get the monthly summary.
- Only log clients who are happy to be messaged. Ask at the chair, and keep a note somewhere visible.
- Connect an SMS provider or finish business verification. If you chose WhatsApp, connect your WhatsApp Business number and submit the two templates for Meta approval first. The WhatsApp thank-you is built around your review link, so give one.
- Check the segment sizes, log a test visit with your own phone, then switch the follow-ups on.
- Pick the rebooking gap by service, not for the whole shop. Barbers see clients every two to three weeks, braiding every six to eight, lashes every three. If the gap differs a lot, copy the nudge follow-up and a segment for each.
- Paste your Google review link, not your homepage. You can copy the short review link from your Google Business Profile. Ask clients in person too: a text works best when the stylist has just said “you’ll get a link”.
- The Log a visit form is the only way clients enter this playbook, so make it easy: bookmark it on the till phone and log the client before they leave. Ten seconds per client beats a perfect spreadsheet nobody fills in.
- Only log clients who are happy to get messages, and honour STOP replies. The lapsed-client call is meant to feel personal, so it goes to a person and not to a bulk text.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
We're a barbershop. After each visit my staff will log the client on a short form with their phone, the service and the date. Three hours later text the client a thank-you with our Google review link. If they haven't been back in 4 weeks, text them to rebook. If it's been over 4 months, give me a task to call them. Send me a monthly summary.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template, report. It must never use: discount.