Clients would just stop coming and we'd never really know why. We were too busy with the clients still on the books to chase the ones who left.
The problem
Natalie's spa had built up a solid membership base over the years, but she noticed a steady trickle of members who quietly stopped booking appointments and eventually cancelled. Her staff was focused on active clients in the building and rarely had time to reach out to lapsed members to find out what happened.
What changed
She started running a check in call to any member who hadn't booked in over sixty days, asking how things were going and offering to help them find a time that worked better if scheduling had been the issue.
The result
Natalie said a good number of lapsed members came back once someone simply asked, and several mentioned that the appointment times available just never quite fit their schedule, something her front desk was then able to fix directly.
Clients would just stop coming and we'd never really know why. We were too busy with the clients still on the books to chase the ones who left.
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