AI can write a follow-up for every client after every visit, so nobody has to remember. A seven-person day spa in Noosa saw rebooking rise from 31% to 44% in three months, with a second change helping too.
AI can write a follow-up message for every client after every visit, so rebooking no longer depends on someone remembering. Still Water Day Spa, a seven-person day spa in Noosa, saw its rebooking rate rise from 31% to 44% over three months. Another change helped too.
Plenty of the spa’s 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.
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 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 message goes out through Klaviyo.
Every message follows the Spam Act 2003, which the ACMA enforces. That means the client agreed to hear from the spa when they booked, the message says who it’s from, and it carries an unsubscribe link. Klaviyo handles the unsubscribe side, and the spa collects consent at booking.
Timing mattered more than wording
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.
Wording got far less of our time than timing did. The bigger change is that every client now gets a message at a sensible time. Before, it depended on someone remembering between appointments.
Be careful with the before-and-after number
A project like this usually gets reported as one before-and-after figure. This one had a second cause, and you should know about it.
In the same three months, the spa rolled out a new booking system that made booking online easier. That change pushed rebooking up too. Our follow-ups and the new system went live close together, so the numbers can’t tell us how much of the rise from 31% to 44% came from each. When you change two things at once, neither one can take the whole credit, so be wary of any single figure that claims it.
Where the spa landed
The rebooking rate rose from 31% to 44% over three months, with the new booking system and the follow-ups both playing a part.
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.
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