Client Retention • Communication
Client Communication: The Art of Staying Connected
Out of sight, out of mind. Smart communication keeps your salon top of mind between visits.
Types of Client Communication
Transactional
- 📅 Booking confirmations
- 📅 Appointment reminders
- 📅 Rescheduling requests
- 📅 Thank you messages
- 📅 Review requests
Expected by clients, high open rates
Marketing
- 📣 Promotions and offers
- 📣 New service announcements
- 📣 Seasonal campaigns
- 📣 Birthday messages
- 📣 Win-back campaigns
Drive bookings, requires balance
Educational
- 📚 Hair care tips
- 📚 Product recommendations
- 📚 Style inspiration
- 📚 Trend updates
Builds authority and trust
Relationship
- 💬 Check-ins
- 💬 Milestone celebrations
- 💬 Personal notes
- 💬 Holiday greetings
Deepens client relationships
Communication Channels
| Channel | Open Rate | Best For |
|---|---|---|
| SMS/Text | 98% | Reminders, confirmations, urgent |
| 95% | Conversations, media sharing | |
| 20-30% | Newsletters, long content, promotions | |
| Instagram DM | Varies | Inquiries, social clients |
| Phone Call | 30-40% answer | VIP clients, complex issues |
Communication Frequency
Recommended Cadence
Appointment reminders48h + 24h before
Thank you/review requestSame day
Rebooking remindersWhen due (varies)
Promotional emails2-4x per month
Birthday messagesOnce yearly
Warning signs you're over-communicating: Unsubscribe rates above 0.5%, declining open rates, client complaints.
Crafting Effective Messages
✓
Be concise — Respect their time. Get to the point quickly.
✓
Be personal — Use their name, reference their history.
✓
Be valuable — Every message should benefit them.
✓
Be actionable — Clear CTA when action is needed.
✓
Be timely — Right message at the right moment.
Automating Communication
AI handles communication so you can focus on service:
Manual Communication
- • Remember to send reminders
- • Write individual messages
- • Track who got what
- • Follow up manually
Time: 5-10 hours/week
AI-Powered Communication
- • Auto-sends at right time
- • Personalizes automatically
- • Tracks all touchpoints
- • Handles responses
Time: Set and forget
Two-Way Communication
The best communication is a conversation, not a broadcast:
Enable Easy Responses
Salon
"Reminder: Your appointment is tomorrow at 2pm. Reply C to confirm or R to reschedule."
"C"
Client
AI
"Great, you're confirmed! See you tomorrow at 2pm."
Measuring Communication Effectiveness
📊
Open rates — Are they reading your messages? Aim for 20%+ email, 90%+ SMS.
📊
Click-through rates — Are they taking action? Aim for 2-5% for emails.
📊
Unsubscribe rates — Are they opting out? Keep below 0.5%.
📊
Booking conversion — Do messages lead to bookings?
Related AI Agent
📣
Product
Meet Echo
AI agent that handles client communication.
Related Topics
Frequently Asked Questions
Quality over quantity. Appointment confirmations and reminders are expected. Marketing messages 2-4 times per month is typical. The key is relevance — every message should provide value.
Ready for Smarter Communication?
See how AI can keep clients engaged automatically.