rebooking

Rebooking and Retention; what does it all mean?

1 Sep 2014 by Paul Gray

This is one of the most frequently asked questions our support team hear. We love that you’re looking at these numbers as they are two of the most important numbers when checking the health of your business.

So, what is Rebooking?

When your client walks out your door following an appointment, the clock starts ticking. If your client makes another appointment within 24 hours of their last appointment, this is rebooking. They may rebook at the end of their appointment, they may rebook online when they get home or they may give you a call later that day. As long as it’s done within 24 hours of their appointment, your client is counted as rebooked.

But what if my client books multiple appointments in advance?

These are still counted as rebooked. So future appointments made within 24 hours of your clients last appointment AND future appointments that were booked prior to your clients last appointment are all counted as rebooked.

So, what is Retention?

If your client doesn’t make a future booking within that 24 hours of their last appointment, they are considered retained, not rebooked.

For clients that can’t rebook on the spot, it’s really important to remind them that they can rebook online or via Facebook when they get home – you could even send them a text message reminder.

Need some help with improving your rebooking? Brenda Perham from Bamboo Salon Consulting has some helpful tips.

Why are the retention rates different on my Business Summary Report and my Customer Retention Report?

Your Business Summary Report looks at clients that have had an appointment within the period you’re running the report AND then looks at how many of those clients have a future booking within the next 90 days.

Your Customer Retention Report also looks at clients that have had an appointment within the period you’re running the report, but this report tracks how many of those clients have a future booking. The future booking could be 2 weeks away, 6 months or 1 year away. If there is a future appointment against that client, they are considered retained.

Put simply, the Business Summary Report looks at the next 90 days for any appointments whereas the Customer Retention Report looks at all future appointments.

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