- Own the Win-back Programme: work through our ready customer lists (about 2,000 priority customers) and call them personally
- Talk to each customer like a person, not a script: find out why they stopped coming, note the reason, and offer the right solution
- Book appointments directly in our salon software (Zenoti) while on the call, and follow up before the visit so the customer actually shows up
- Handle the "your therapist has moved" conversations: introduce customers to their current therapist and make the switch smooth
- Run WhatsApp follow-up sequences for customers who cannot be reached by phone (we use DoubleTick / WhatsApp Business API)
- Call every new customer within 24-48 hours of their first visit, thank them, and secure their second visit
- Maintain the call tracker daily: calls made, reached, reason, outcome, booked, showed up
- Share a short weekly report: what customers are saying, what is working, what the salon needs to fix
- Guide and supervise the junior telecaller on scripts, follow-ups and tracking
- Coordinate with salon managers and therapists so booked customers get a great experience when they walk in