How Still Water Day Spa lifted its rebooking rate from 31% to 44% in three months

Follow-ups when someone remembered

Still Water Day Spa is a seven-person day spa in Noosa. Plenty of clients loved their treatment and then left without booking the next one. The team meant to send a follow-up text, but between appointments it happened when someone remembered.

The spa’s rebooking rate sat at 31%.

What we set up

The main job was connecting the spa’s tools (the industry calls these links data pipelines). Each finished visit in Fresha now passes the client’s name, treatment, and therapist to Klaviyo, the spa’s email and text tool.

From there, the AI drafts a follow-up message written for that visit. A client who had a massage gets a different note from one who had a facial, with a suggested time to come back that suits the treatment. The messages go out through Klaviyo, with an unsubscribe link, to clients who agreed to hear from the spa at booking. That consent and the unsubscribe link are what the Spam Act 2003 requires for marketing messages in Australia.

What didn’t work the first time

Our first version sent the follow-up the same evening as the visit. A few clients said it felt pushy, arriving a few hours after they’d left. We moved it to a few days later, timed to the treatment.

What changed, and what still needs a person

The rebooking rate rose from 31% to 44% over three months. The spa also rolled out a new booking system in the same period, which made booking online easier, so that change helped too. The numbers can’t tell us how much of the rise came from each.

The team still writes personally to long-time clients, and to anyone who mentioned a concern during their visit. Those don’t go through the automatic follow-ups.

Where this fits

This is connecting your tools, with the AI writing on top. If your clients leave without booking again, get your AI Starter Plan and tell it where your week goes.