Client Communication That Doesn't Annoy (The Messaging Playbook)

"Unsubscribe."

You never want to see that word. But you will—if you're communicating wrong.

The difference between "staying in touch" and "being annoying" is smaller than you think.

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The messages that work

1. Appointment confirmations

When: Immediately after booking

What: Date, time, service, your address

Why it works: Useful. Expected. Sets clear expectations.

2. Reminders

When: 24-48 hours before

What: Reminder + easy way to confirm or reschedule

Why it works: Reduces no-shows. Helpful, not promotional.

3. Post-visit thank you

When: Same day or next morning

What: Brief thanks + care tips + invitation to reach out

Why it works: Personal touch. Shows you care beyond the sale.

4. Rebook reminder

When: When they're due (6-8 weeks for hair, 2-3 for nails, etc.)

What: "Time for your next appointment?" with booking link

Why it works: Genuinely helpful. Keeps them on schedule.

5. Birthday message

When: On their birthday

What: Warm wishes + small offer if appropriate

Why it works: Personal. Memorable. They expect it from businesses they like.

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The messages that annoy

❌ Weekly promotional emails — Too frequent. Feels desperate.

❌ "Just checking in!" — No value. Waste of their time.

❌ Flash sales every week — Trains them to wait for discounts.

❌ Surveys after every visit — Fatiguing. Save for occasional use.

❌ Long newsletters — Nobody reads them.

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The frequency rule

Transactional messages (confirmations, reminders): Always fine.

Promotional messages: Maximum once per month.

Personal messages (birthday, anniversary): Once per occasion.

"We miss you" messages: Only after 3+ months of absence.

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Channel preferences

SMS/Text:

• Best for: Reminders, confirmations, quick updates
• Keep it: Under 160 characters
• Tone: Friendly but professional

Email:

• Best for: Longer updates, promotions, newsletters
• Keep it: Scannable, with clear purpose
• Tone: Can be more detailed

WhatsApp/DM:

• Best for: Personal communication with regulars
• Keep it: Conversational
• Tone: Like texting a friend

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Templates that work

Confirmation: "Hi [Name]! Your [service] with [stylist] is confirmed for [date] at [time]. Address: [location]. Reply to reschedule. See you soon!"

Reminder: "Reminder: You have [service] tomorrow at [time]. Reply YES to confirm or call to reschedule. Looking forward to seeing you!"

Post-visit: "Hey [Name], loved seeing you today! For best results, [care tip]. Questions? Just reply. See you next time!"

Rebook: "Hi [Name]! It's been [X weeks] since your last [service]. Time for a refresh? Book here: [link]"

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The personal touch

Automation is great—but personalization is better.

Add details:

• Their name (always)
• Service they had
• Something specific you discussed

Example: "Hi Sarah! Hope the wedding went beautifully—would love to see photos! Ready for a post-celebration trim? [link]"

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Managing opt-outs

Some people will opt out. That's okay.

Respect it immediately. Never add them back.

Reduce reasons to opt out:

• Keep frequency low
• Keep messages useful
• Make unsubscribing easy

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Automate the right things

Automate:

• Confirmations
• Reminders
• Post-visit messages
• Rebook prompts (based on timing)
• Birthday messages

Don't automate:

• Personal check-ins
• Responses to questions
• Sensitive communications

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Communication builds relationships

The right message at the right time makes clients feel valued.

The wrong message at the wrong time makes them feel sold to.

Know the difference.

👉 Vinci 26 handles confirmations, reminders, and follow-ups automatically—keeping you in touch without overwhelming your clients.

Build something that's truly yours.