Review inactive customers before a win-back
Lapsed clients are sorted by why they left, so the win-back offer only goes to people who would welcome it.
Marketing · Salons and beauty · On a schedule · Updated
Works with
- Slack
- HubSpot
- Salesforce
- Attio
- Pipedrive
- Calendly
- Cal.com
- Gmail
- Microsoft 365
- Superhuman Mail
Slack
HubSpot
Salesforce
Attio
Pipedrive
Calendly
Cal.com
Gmail
Microsoft 365
Superhuman MailHow do you win back inactive customers?
To win back inactive customers, set a monthly Loop in Maito. It lists clients with no booking in your chosen window, removes complaints and opt-outs, and groups the rest by reasons they gave. It drafts an offer for each group and posts them in Slack for you to review.
How it's done today
A blanket discount goes to everyone who stopped coming, including people who complained.
What Maito does
- List clients inactive for 90 days
- Remove complaints and opt-outs
- Group by known reason
- Draft a fitting offer for approval
Example
Loop run: Oct 1 9:00 AM · Monthly win-back review
96 clients haven't booked in 90 days. 58 are eligible. Excluded (38): 9 complaints, 14 opt-outs, 6 moved away, 9 prepaid packages still unused. Groups: • 21 colour clients, last visit before Jul 20. Suggest a $20 gloss add-on. • 24 cut-only clients, mostly Saturday bookers. Suggest a weekday slot. • 13 whose stylist, Mara, left in July. Suggest an intro with Jess, no discount. Catch: 9 of the colour clients had a package with unused sessions. I moved them to excluded because a discount would confuse them. Source: CRM notes and bookings.
@Maito good. Draft the weekday message for the 24, I'll approve before it goes.
Draft is in your email: weekday tues to thurs cuts at $38 until Nov 15, with the booking link. Nothing is sent until you approve. I'll compare bookings from this group with the last 3 months after 2 weeks.
Maito (9:00 AM):
96 clients haven't booked in 90 days. 58 are eligible.
Excluded (38): 9 complaints, 14 opt-outs, 6 moved away, 9 prepaid packages still unused.
Groups:
• 21 colour clients, last visit before Jul 20. Suggest a $20 gloss add-on.
• 24 cut-only clients, mostly Saturday bookers. Suggest a weekday slot.
• 13 whose stylist, Mara, left in July. Suggest an intro with Jess, no discount.
Catch: 9 of the colour clients had a package with unused sessions. I moved them to excluded because a discount would confuse them. Source: CRM notes and bookings.
Priya (9:20 AM):
good. Draft the weekday message for the 24, I'll approve before it goes.
Maito (9:22 AM):
Draft is in your email: weekday tues to thurs cuts at $38 until Nov 15, with the booking link. Nothing is sent until you approve. I'll compare bookings from this group with the last 3 months after 2 weeks.
How to set it up
- Ask your agent
“On the 1st of each month, list clients with no booking in 90 days, leave out complaints and opt-outs, group the rest by what we know, and draft offers in #marketing.”
- Connect CRM
- HubSpot
- Salesforce
- Attio
- Pipedrive
- Connect booking system
- Calendly
- Cal.com
- Connect email
- Gmail
- Microsoft 365
- Superhuman Mail
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It can't know why a client left unless someone recorded it. It also can't promise a discount works, only match offers to groups.
Questions
Your CRM (HubSpot, Salesforce, Attio or Pipedrive), your booking tool (Calendly or Cal.com) and email.
No. It drafts them, and nothing is sent until you approve.
No. It uses only reasons clients told you, and marks the rest as unknown.
