Short answer: CCS Plus finds customers who should have come back but didn't, such as those about to lapse, long-absent VIPs or birthday customers with balances owed. A manager assigns them to a staff member with a due date; staff follow up one by one on WhatsApp, record each customer's response, and the history stays on the customer profile.
Step 1: find the right customers
Pick customers from list reports, for example birthday customers who haven't visited in a long time (especially former VIPs), those with no purchase in 6 months, or those with balances owed, and treat each group differently. Smart alerts also flag customers about to lapse.
Step 2: hand them to staff
- The manager picks customers and assigns a staff member, due date and task name.
- Staff follow up one by one: WhatsApp message, WhatsApp call or a granted offer.
- When done, staff mark it complete and note the customer's response for the manager.
- Customers who opted out of marketing are excluded automatically.
Step 3: the record stays on the profile
Every follow-up is kept on the customer profile timeline, so the next staff member knows what was said.
When should you follow up?
Ninety days is the tipping point; the time to act is day forty-five. See Gone for three months? Stop waiting.
Frequently asked questions
How do I know which customers to follow up?
Pick them from list reports, such as long-absent VIPs, customers with no purchase in 6 months, or birthday customers with balances owed; smart alerts also flag who is about to lapse.
How do I know staff actually followed up?
Staff mark each task done and note the customer's response, which managers and owners can see.
What about customers who opted out of marketing?
They are excluded automatically when the task is created, with a notice.
When is the best time to follow up?
Ninety days is the tipping point, when customers usually have a new habit elsewhere; act by day forty-five.
Related reading
- Gone for three months? Stop waiting
- Customers come once and never return? 3 steps to follow up using customer profiles
- 90% of salon owners calculate their return rate wrong
More CCS Plus features
- 1000+ multi-dimensional reports
- Packages and prepaid
- Staff commission
- Bookings and beds
- WhatsApp daily owner report
- Smart Receipt
- Face attendance + payroll
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