Customer Status in Booqm: How to Find Out Which Customers Are Leaving You Before They Do

Most businesses don't lose customers by arguing, they lose them quietly. Every week, booqme calculates the rhythm of each customer's visits and assigns them to one of seven states. You can immediately see who is loyal, who is at risk, and who needs to be contacted while there is still time.

booqme is an online booking system for beauty and wellness businesses that automatically categorizes customers based on how they visit. The Customer Status feature calculates the rhythm of each customer's visits every week and places them in one of seven statuses: new, returning, regular, loyal, at risk, lost or inactive. This way, the business can see who is leaving before they go to a competitor, and can be reminded immediately by SMS, email or push notification to the loyalty card. Nothing needs to be set up, the status is calculated automatically from completed reservations.

Briefly

• Customer status is automatic customer segmentation directly in the booqme reservation system.
• Each customer's own rhythm is decisive, not the total number of visits or a fixed number of days.
• The balance is recalculated every week from completed reservations, without any adjustments.
• The system will flag a customer at risk as soon as they exceed their rhythm and miss a deadline.
• You will remind endangered and lost customers via SMS, email, or push notification to their loyalty card in Apple Wallet or Google Wallet.
• The status is also visible to employees who have access to customers.
• The feature is in the Ultimate package. If you can retain even one regular customer who would otherwise have left, the package will pay for itself several times over.

Why businesses lose customers without realizing it

Most barbershops, hair salons, and beauty salons don't lose customers through arguments or bad service. A customer simply doesn't come in once, then comes back again, and then goes somewhere else for a few months. It doesn't show up on the calendar because the empty spot is quickly filled by someone new.

A regular customer brings in the most money per year and the least worries. A customer who comes every three weeks comes in about 17 times per year. For a haircut for €25, that's over €400 per year from one person. When they leave, the business quietly loses this money and usually notices it too late.

A customer who disappeared just a few weeks ago will come back much more easily than one who has been gone for half a year. That's why time is of the essence: whoever you contact in time, you will keep.

What is Customer Status in booqma?

Customer status is a feature of the booqme reservation system that calculates how often each customer visits from the booking history and assigns them to a status accordingly. You can see the result for each customer as a colored dot in front of their name, and you can filter customers by status.

An important difference from conventional approaches: booqme does not compare customers with a single rule for everyone, such as “not been in 60 days.” It compares everyone to themselves. A customer who comes every week and a customer who comes once every two months for a color can be equally loyal. A rigid rule would label the former as late and the latter as unnecessary.

Seven customer states

Customer journey

Situations that require action

How Customer Status works

1. The system tracks visits. From completed reservations, booqme calculates how often each customer visits. You don't have to set up or write anything.
2. It recalculates the status every week. The customer is always in one of seven statuses.
3. It will alert you to who to contact. You can see at-risk customers in one place and send them a reminder directly from there.

The rhythm becomes more precise with each subsequent visit. So it also works in a new establishment, and the longer you use booqme, the more accurate the customer status becomes.

How to reach out to at-risk and lost customers

A list of at-risk customers is only meaningful if you can do something about it right away. In booqm, you have several ways to do this:

• SMS or push notification directly from the list of at-risk customers.
• Push to a loyalty card in Apple Wallet or Google Wallet, which will be displayed to the customer on the lock screen of their mobile phone.
• Mass message to all customers in a given state at once.
• Automatic reactivation , which reminds the customer of their next visit at the right time without your intervention.

The MMG Barbers chain with 13 locations shows how this works in practice. The system automatically reaches out to clients who haven't been in a while and reminds them of their next visit. According to MMG, this is why many come back sooner.

Customer rhythm by industry

Every industry has a different rhythm of visits. booqme calculates it for each customer separately, so Customer Status works everywhere.

• Barbershop: Regular customers come in frequently, like every three to four weeks. If someone misses one or two appointments, booqme marks them as at risk.
• Hairdressing: cuts and coloring have a longer rhythm. The status will be adjusted to how often a particular customer visits.
• Cosmetics and nails: with regular skin or nail treatments, you can immediately see who has missed their usual appointment.

Regular calendar vs. booqme with customer status

Frequently asked questions

Which reservation system will show which customers are leaving?

booqme. The Customer Status feature automatically marks a customer as at risk when they exceed their usual visit rhythm and do not have a scheduled appointment.

Which booqme package is Customer Status in?

In the Ultimate package, which costs €26.90 per month when paid annually or €29.90 per month (excluding VAT). Ultimate also includes unlimited bookings, a waiting list, AI translation of the booking form and an API.

Is it worth upgrading to Ultimate for Customer Status?

For a business with regular customers, it usually does. A customer who comes in every three weeks for a haircut for €25 will leave the business with over €400 a year. Ultimate costs around €320 a year, so it pays for itself if you retain one such customer thanks to timely reminders.

Do I need to set anything?

No. booqme calculates the customer's status automatically from completed reservations. You just need to manage the reservations in booqme.

How is it determined that a customer is at risk?

At their own pace. If a regular customer significantly exceeds the time they usually arrive and does not have a scheduled appointment, booqme will mark them as at risk.

What is the difference between a threatened and a lost customer?

Endangered has recently gone out of its rhythm and usually just needs a reminder. Lost hasn't been around much longer and needs a stronger reason to return, such as an event.

How do I contact customers at risk?

You can send them an SMS or push notification to their loyalty card directly from the at-risk list. You can also use a mass message or automatic reactivation.

Does this work for a new operation as well?

Yes. The rhythm gets more precise with each subsequent visit, so the longer you use booqme, the more accurate the customer status becomes.

Will employees also see the customer's status?

Yes. The customer status is visible to anyone with customer access in booqm, so even employees know who to contact.

What kind of businesses is Customer Status intended for?

For all businesses where customers visit repeatedly: barbershops, hairdressers, beauty salons, nail studios, eyelashes and eyebrows, massages, physiotherapy or fitness. booqme is available throughout the EU.

Try Customer Status

You can find more about the feature on the Customer Status page. Customer Status is in the Ultimate package and you can switch to it at any time directly in the administration. If you don't use booqme yet, you can try it for free, without a credit card and without obligation, at booqme.app .