Clients

Clients holds everyone the business looks after or sells to, one record each, called whatever your business calls them (Clients, Patients, Customers). The same record is used at the front desk, at the register, online and, for a business sold to, in the sales CRM. There is never a second contact list.

Adding a client

1. Open Clients and choose Add client.
2. Give their name, phone and email. Everything else is optional.
3. Choose Save.

A client can also be added while booking (New client in the booking panel), when they book online, and when they buy from your store.

The profile at a glance

Open a client and the first thing you see is their Profile: who they are and where they stand, read from the records every time, so it is never out of date.

• At a Glance: Client since (the day they were added, or their first visit if that came earlier), Visits (the days they were seen: a kept appointment or a paid sale, counted once a day), Last visit, Lifetime spend (what they paid before tax and tips, less refunds), Average ticket, No-shows, Cancellations, Classes and Check-ins, with their next appointment under them. Hover a figure to read what it counts.
• On file: their memberships and what each runs through, packages with visits left, points, store credit, gift cards, any outstanding balance in the books, cards on file and their conversations in Messages. Each line opens the tab it comes from.
• About them: their picture (choose one here), pronouns, how to reach them and what they agreed to, their address, birthday, language, Their stylist, tags, who referred them, and Always worth knowing.
• Where they came from: see below.

Edit the details opens the editor, where everything on the record can be changed.

What a client's record holds

Across the top of the profile are the sections connected to the client, each a list drawn from the records:

• Formulas and Notes (or Notes): color formulas, treatment notes and visit notes, each dated and signed by who wrote it.
• Appointments: what is Upcoming, and what is Past and Canceled, with no-shows and late cancellations marked.
• Sales: every sale at the register and online, newest first, with what was on it, who rang it up and any refund; Open shows it in the register.
• Products: what they have bought, how often, and when last.
• Memberships: every membership they have held, then their packages, subscriptions and cards on file.
• Points: their loyalty points and their loyalty card, with Add or take off points.
• Messages: the texts and emails exchanged with them, as Messages keeps them.
• Photos or Progress: before and after pictures, and for studios and trainers, measurements, goals and plans.
• Forms: what they should have on file and how each stands, the forms they filled in (as worded that day, with the version signed), the tablet to fill one in, and a way to send one to their phone. See Forms.
• Email and Files: the mail filed on their record, and their files in Dropbox or OneDrive.
• Details: the editor for their contact details, pronouns, birthday, address, language, Their stylist (who they see by choice), tags, who referred them, and what they agreed to hear about.

Which tabs show depends on what your business has switched on.

Where they came from

Every client carries where they came from, so you know what brings people in. Most of it is recorded without anyone typing:

• Someone who books online is read from the link they followed and the page before it: a link you post as …/b/your-page?via=instagram says Instagram; a Google listing, an Apple Maps or Yelp page, a Facebook or TikTok link says itself; the campaign words on a link (utm_source, utm_campaign) are kept beside it; your own website says the website; a visit from nowhere in particular says the booking page.
• The online store, the sign-up list, an event reservation, the receptionist, a list brought in from a file (its own "source" or "referred by" column is read: "Instagram", "a friend"), the sales CRM, a wholesale application and a connected program each say themselves.
• At the desk, Add client asks once, from a short list: Google, Apple Maps, Yelp, Instagram, Facebook, TikTok, the website, walked in, referred by a client, a campaign, an event, or somewhere else. Naming who referred them on Details records a referral by that person. Add places of your own (a radio ad, a local paper) under Settings, Records, Where Clients Come From.

A client already here keeps their source when they book again; each booking still notes where it came from. The profile shows the source with what was known besides, and Change sets it by hand. The Clients list filters by it, and Reports, Where customers come from counts new customers by source for any stretch of days, with what they have spent since.

Notes and preferences

What is always worth knowing about someone (allergies, sensitivities, how they like things done, what they drink) goes in Always worth knowing. It shows on every appointment they have.

To stop someone being booked, switch on Do not book with a reason on their Details. A warning shows wherever they are picked. Nothing stops a booking: it is there so nobody forgets.

Each note says who it is for. With more than one location, This location only keeps a note at the location it was written at (the other locations do not see it, and it cannot be changed from them), and Every location reads everywhere in the business. When an owner shares clients across the organization's businesses (below), Every business you run reads the note on the same person's record at the other businesses too, marked with where it came from; a note from another business is read here, never changed here.

Clients across your businesses

Every location of a business already shares its clients. When your organization has more than one business (a second salon, a brand), their client records are kept apart until an owner switches on A client known at one of your businesses is found at the others under Admin, Organization, Clients Across Your Businesses. Then a search of two characters or more also shows Known at your other businesses: the people the other businesses know by that name, email or number, with which business. Bring over makes this business's own record from what the other knows (name, how to reach them, pronouns, language, birthday, address and what is always worth knowing), says it came from Another of your businesses, and links the two, so notes marked Every business you run read on both. A person already brought over says Open here instead. What stylists see of each business's book is still set under its own Settings, Team.

What they agreed to hear about

On Details, each way of reaching them is a switch: Appointment reminders by text and by email, Offers and birthday messages by text and by email, and the Newsletter by email. Only messages they said yes to are ever sent, by the app, by workflows and by marketing. A reply of STOP ends texts to their number.

Tags, birthdays and referrals

• Tags are your own labels, such as VIP, Sensitive skin or Student. They narrow lists, target marketing and can switch on automatic discounts.
• A Birthday is the month and day; the year is never needed.
• Referred by keeps who sent whom.

Loyalty, packages and cards on file

With loyalty on, Points shows their points and their loyalty card, and Memberships their packages, subscriptions and cards on file. Add or take off points with a reason when you need to correct one. Packages they bought show with what is left. A card on file can pay at the register without the card there, and pays a late cancellation or no-show fee. Only its brand and last four digits are kept here; the card itself stays with the card processor.

Bringing your list over

As an owner, open Settings, Records, Bring Your Data Over and pick the CSV export of your clients (or services) from your old system: Booksy, Vagaro, GlossGenius, Square, Fresha, Mangomint and most others, or Shopify's customer export, up to 100,000 clients a file. Anyone here already by email or phone is left alone. The whole file is checked against what is here before anything is added, comes in a batch at a time in the background, and can be undone as one while none of it has been changed or used. See Bringing your records over.

Finding clients, and filtered lists

Search by name, phone or email at the top of the list. A large list shows the first matches; search to narrow it down.

Filter opens the filters: where they came from, a tag, their stylist, a membership, Client since between two days, Last visit between two days or Never visited, Visits at least or at most so many (between two days, only the visits between them count), Spent between two amounts, and only Do not book. Each one left blank narrows nothing. The chips under the search show what is on; tap one to take it off.

Save as a list names the filter as a list the business keeps (VIPs, Lapsed, Came from Instagram). Pick a saved list above the search; it reads the records afresh whenever it is opened, so it is always current. Remove the list takes it away; the clients stay.

Who sees which clients

An owner may narrow what a stylist's login sees to their own clients, their own calendar and their own sales (Settings, Team, What stylists can see); the list, the search, the pickers and the record all follow, and a client outside a stylist's book says so when opened. A client is a stylist's once the stylist has served them, rung them up or is set as Their stylist on the record, so setting that on a walk-in puts them in the right book. The whole list as a spreadsheet (Download at the top of the list) takes the Export clients switch, which starts with owners alone; it holds only the clients the login can see, and every download is noted in the activity log. See Your team and their schedules.

Best practices

• Get a phone number and an email from everyone. Reminders, receipts and online booking all depend on them.
• Ask before you switch on offers and the newsletter, and record the answer. The switches are what keep marketing lawful.
• Keep Always worth knowing short and current: allergies first.
• Ask every new client where they heard of you, and look at Where customers come from once a month: it tells you where to spend.
• Use tags sparingly, for things you will actually filter by.
• Never delete a client to tidy the list. Their visits and sales are history you will want.