A client leaves happy. Great cut, lovely experience, full of compliments. They'll definitely be back. Except they don't book. Weeks pass. Then months. They find somewhere else. You never hear from them again.

This happens constantly. And it's entirely preventable.

Why people don't rebook

It's almost never because they didn't like you. It's because:

  • Life gets in the way. They meant to call. Then forgot. Then it felt awkward because it had been so long.
  • They don't know when they need to come back. Nobody told them.
  • Booking feels like a task. Something to do later. Later never comes.
  • They got distracted. An offer from somewhere else. A friend's recommendation. Convenience won.

The fix is simple: book them before they leave. While they're happy. While they're there. While it's easy.

Ask. Every single time.

This is the whole secret. Ask everyone. Every time. No exceptions.

"Shall we get your next appointment in the diary?"

That's it. Not pushy. Not complicated. Just ask.

Some will say yes immediately. Some will say they need to check their diary. Some will say no. But if you don't ask, the answer is always no.

Train everyone—stylists, receptionists, anyone who talks to clients at checkout—to ask every time. Make it part of the routine, like taking payment.

Give them a reason

The best time to suggest a return visit is during the appointment, not at checkout.

  • For cuts: "This will look best for about 6-8 weeks. Want to get something in the diary for then?"
  • For colour: "Your roots will start showing around week 5. Let's book your refresh now so you don't have to think about it."
  • For treatments: "You'll get the best results if we do this monthly. Shall I book the next one?"

You're the expert. Tell them when they need to come back. Don't make them guess.

Make it easy to say yes

Every obstacle reduces rebookings. Remove them all.

  • Have the diary ready. Not "let me just find the book." Instant access.
  • Offer specific times. "I've got 10am or 2pm on Saturday the 15th" is easier to answer than "when would suit you?"
  • Confirm immediately. Text or email with the details before they've left the building.
  • Make changes simple. If they need to move it later, that should be painless. Flexibility now means bookings now.

Handle the "I'll check my diary" response

This is the polite no. It almost never results in a booking.

Option 1: Book tentatively. "Let's pop something in for now—if you need to change it, just let us know. Easier than trying to remember to call."

Option 2: Follow up. "No problem. I'll send you a reminder in a couple of days with some available times."

Option 3: Online booking prompt. "Here's our booking link—have a look when you get home and grab a slot before they go."

Don't let "I'll check" be the end of the conversation. Give them a next step.

Track your rebooking rate

What gets measured gets managed.

At the end of each day: how many clients left with their next appointment booked? Aim for 60% minimum. 80% is excellent.

If someone's rebooking rate is low, find out why. Are they asking? Is the process difficult? Are they rushing checkout?

Small improvements here compound. 10% more rebookings means 10% more guaranteed future revenue. Month after month.

What about no-shows?

Some people worry that booking far ahead leads to more cancellations. The data doesn't support this.

People who book ahead are more committed, not less. They've made a decision. They've put it in their calendar. They're planning around it.

The ones who don't book and "call when they're ready" are the ones you never hear from again.

For the clients who did slip away

Everyone has lapsed clients. People who came regularly, then stopped.

  • Reach out. A simple "We haven't seen you in a while—hope everything's okay. We'd love to have you back when you're ready."
  • No hard sell. Just a genuine check-in.
  • Make it easy. Include a booking link.

Some won't respond. Some moved away or found somewhere else. But some just forgot, felt awkward about how long it had been, and your message is the nudge they needed.

The compound effect

A client who rebooks every visit is worth dramatically more than one who sometimes comes back.

Six visits a year versus three is double the revenue from the same person. Multiply that across your whole client base. That's the difference rebooking makes.

Ask. Every time. Make it easy. Watch your diary fill up.