Client loyalty: what it is and switching it on

Client loyalty gives clients a reason to come back to you rather than try somewhere new: points for what they spend, tiers for your best clients, and rewards for sending their friends.

It's part of Client engagement, an optional add-on at £10 a month (£100 a year on an annual plan) plus VAT. The add-on also includes Client reviews.

Switching it on

Settings → Billing → Add-ons → Client engagement → Turn on. You see the exact charge first. The rest of this billing period is charged now, pro rata; during a free trial nothing is charged yet.

Then go to Clients → Client loyalty. There are three parts, each with its own switch. Use one, two or all three:

• Points — clients earn as they spend, and use points as money off. Points and rewards.
• Tiers — Silver, Gold and Platinum, or names of your own. Tiers.
• Referrals — a reward for the client, and for the friend they send. Referrals.

Every client takes part automatically, existing clients included. There's nothing for them to sign up to and no cards to stamp.

Settings that apply to all three

• Eligible sale items — what counts: all services or the ones you choose, items typed in at the till, packages and memberships. Tips never count, and neither do no-show and cancellation charges.
• Theme colour — the header of your clients' rewards page and your loyalty emails.
• Terms and conditions — shown to clients in their app.

Where it shows up

• On the calendar — a client's tier beside their name.
• At the till — the rewards they can use on this bill.
• On the client's record — a Loyalty tab with their balance, tier, rewards, referrals and a full history. People with Manage loyalty points and rewards can adjust points, add a reward or change a tier by hand, and every change is logged with their name.
• For the client — in the SalonX app and on your booking page. Rewards in the app.
• In Reports — the Loyalty dashboard: points earned and used, rewards redeemed, clients in each tier, referrals.

Switching it off

Turn the add-on off and nothing is lost. Clients stop earning straight away and have 90 days to spend the points and rewards they hold; your booking page and the app tell them the date. Turn it back on and everything is as you left it, with expiry dates moved on by the time it was off.