Salon CRM: what to track about every client, and why

Your best stylists remember their regulars: how they like their fringe, which colour they used last time, that they have a sensitive scalp. That memory is valuable, but it leaves when the stylist goes on leave or moves on. A client record keeps it in the salon.

The basics

• Name and mobile number, and whether they are happy to hear from you on WhatsApp.
• Birthday, if they want to share it.
• How they first found you: walk-in, referral, Instagram, Google or Zespa.

Visit history

Record every visit with the services, the stylist and the amount paid. Over time this tells you how often each client comes, what they usually book and what they are worth to the salon.

Service notes

This is where a CRM earns its keep. Write down colour formulas, products used, skin type, allergies and preferences such as a quiet appointment or a favourite stylist. The next stylist can pick up exactly where the last one left off.

Make note-taking part of checkout. Thirty seconds at the end of each visit is enough.

Turning records into repeat visits

1. Rebooking reminders: if a client has a haircut every five weeks, message them around week five.
2. Win-back: list clients who have not visited in two or three months and send a friendly note.
3. Birthdays: a short wish and a small treat on their next visit.
4. Regulars: know who your most loyal clients are and look after them first on busy days.

Keep client data safe

Client phone numbers and notes are personal data. Keep them in one secure place rather than on staff phones, only message clients who have agreed, and never share or sell the list.

From register to CRM

You do not need to start perfectly. Begin with name, number and visit history, and add notes as clients come in. Zespa builds the client record automatically from every booking in your calendar, and our team can add your existing client list during setup.