Clients report: new clients, top clients and who hasn't been back

Reports → Clients is about the people who come to you: how many came in, how many were new, whether new clients came back, who spends the most, and who hasn't been back for a while. It needs "See reports for the whole salon" (owners and managers to start with). Choose the dates at the top as for any report: see Reports: an overview.

#Clients in these dates

The top of the Clients report counts clients with a client record who came in during the dates you chose: an appointment that wasn't cancelled or missed, up to now (appointments still to come aren't counted).

Visits brought across from your old booking system count as visits, so a client who's been coming for years isn't new on their first visit in FullColumn. Walk-ins without a client record aren't counted. To bring your history across, see bringing your clients across.

#New clients coming back within 90 days

New clients back on the Clients report shows whether new clients return. A new client came back when they had another visit on a later day within 90 days of their first. Each new client has either come back, has their next visit booked inside their 90 days, still has time with nothing booked yet, or ran out of time without coming back.

The rate is the new clients who came back, out of all of them. Clients who still have time (booked or not) count as not back yet, so recent dates look lower until their 90 days are up: the figure says how many still have time.

New clients by who saw them first shows the same for each team member: New, Came back, Still time (hover to see how many have their next visit booked) and Rate. Each new client counts for whoever did the first service of their first visit.

#Top clients

Top clients on the Clients report ranks clients by what they spent in the dates, with their visits, their average spend per visit, their last visit and their next booking ("Nothing booked" when there isn't one). The first 10 show, with Show all for up to 100; the spreadsheet has everyone.

What a client spent is the prices charged for their own items (after any discount on an item, before any discount off the whole sale, with tax if your prices include it), tips left out, whoever paid. When one client pays for others at a group checkout, each person's services count for them. Visits brought across from your old booking system count at the price they were booked at. Average spend is that divided by their visits in the dates.

Choose a client to open their client card.

#Clients who haven't been back

Haven't been back on the Clients report lists clients who've been in before, haven't been in for the number of weeks you choose, and have nothing booked or waiting for approval. It's for winning them back, so it doesn't depend on the dates at the top.

• Not back for 12 weeks (the starting choice) can be 6, 8, 12, 16, 26 or 52 weeks. It says the date they haven't been in since.
• The most valuable come first: Spent is everything they've spent with you, worked out as for top clients.
• Usual team member is whoever they've seen most (or, failing that, their preferred team member).
• Mobile shows their number, to call from a phone.
• Archived clients are left out.

Text or email them starts a new campaign to clients who Haven't been in for the same number of weeks, for people who can send campaigns ("Send campaigns, set up automatic marketing, and make promo codes"). See marketing campaigns. To win them back automatically, see the Not seen for a while message in automatic marketing.

#Downloading the Clients report

Export CSV on the Clients report downloads every figure and every row: clients seen, new and returning, new clients by who saw them first, all your top clients and everyone who hasn't been back. Mobile numbers and email addresses are in the file (and on screen) only for people with "See clients' phone numbers and email addresses".

#Common questions

#Why are almost all my clients new?

If you didn't bring your clients' visit history across from your old booking system, everyone's first visit in FullColumn is their first visit ever. Import their past visits to fix it: see bringing your clients across.

#Why is New clients back so low for last month?

Most of last month's new clients still have time to come back: their 90 days aren't up. Look at a period that ended more than 90 days ago to see the final figure.

#Why is Clients seen different on the Overview?

The Clients report only counts visits up to now. The Overview also counts appointments later in the dates that haven't happened yet, like the rest of today's.

#Does someone who cancelled count as seen?

No. Only appointments that went ahead (or are still going ahead) count. Cancellations and no-shows are on the Bookings report.

#How is "Haven't been back" different from the Not seen for a while message?

The report is a list for you to look at and contact, for any number of weeks. The Not seen for a while message goes automatically to clients who reach the gap you set.