We stopped taking phone appointments at the salon, three months later half the customers came back — what did we do wrong?

bro i had the exact same issue customers fled because i installed a booking system on the computer. then i realized people want to chat on the phone and book, just for the vibe. the system probably felt 'cold'. im doing a phone + calendar combo now, its the best.

edit: I wrote something wrong above, sorry about that.

This is a very common issue. People resist when the customer experience changes. My suggestion: introduce the booking system softly. Say 'you can still book by phone if you prefer' but set up the app like this: when a customer comes for the first time show the QR code, 'scan it once, then book from here every time, takes 5 seconds'. This way it's fast for the pro, simple for the customer.

Put the reminder message ONLY 2 hours before. Don't send notifications the day before, they're used to the old system.

Remove the app, simple. Technology isn't the cure for everything. If your business worked fine by phone for 12 years, why did you ruin the vibe to be 'modern'? Was the customer loss worth this 'modernity'? That's why technology isn't always the answer.

Solution: use a calendar system (like a booking app), have a receptionist log phone bookings, done. But you need to tell the dev to reduce reminder messages. You'll need to optimize per customer—some like reminders, some find them annoying. Check if it's the same for everyone or if it needs to be personalized.

bro, to solve this easily set up the app like this: customer books system automatically shows a positive message like 'enjoy your visit', then says 'from now on you can book every appointment in 10 seconds' but this builds habituation.

Check these stats: what % of customers who book via app actually show up? Compare with phone bookings. If no-show rate is high, reduce message count; if low, there's another issue. Also count the steps in the app booking process—if it's 5+ clicks, customers are getting tired.

Peace. I worked in a tailor shop for 30 years, we had issues with our booking app too. Our solution was simple: we have the app, but we also put a phone link on the homepage. Customers can choose. Within 6 months most switched to the app because they saw how easy it was. But no one likes being forced. Optionality matters, bro.

Thanks for writing this, that's the right way. Don't hesitate to ask; those who don't ask always pay more.

When you try to change everything at once, nothing settles.

Exactly, and not many people know this. People defend habits, not processes. Resistance comes from there.

Just leaving this note, it might be useful.

The cheap-looking path usually ends up costing more later. Don't hesitate to ask; those who don't ask always pay more.

This is my opinion, I'm not claiming it's absolute truth.

I've been dealing with this for a long time. When making a decision, first look at what data you have on hand.

Generally correct, but one part is missing. Any unwritten clause becomes a point of disagreement later, as both sides remember it differently.

Correct me if I'm wrong.

i went through the same thing.

There's a common mistake people make when doing this. When we decide without measuring, we always end up in the same place.

If I were you, I'd go this route.

There's also a measurement aspect to this. Trying to do this alone is the most expensive way.

I'm also curious if anyone does it differently.

Let's separate the concepts, they're getting mixed up. If the gap between accounts receivable and accounts payable turnover days is widening, revenue won't save you.

Cutting your own salary is a temporary tactic; if it lasts more than six months, something will break.

Looking at it as a process the picture changes. The biggest time-waster for us was not knowing who had the final say.

The cheap-looking path usually ends up costing more later. The real issue isn't the number, but what it's based on.

This is my opinion, I'm not claiming it's absolute truth.