Customer service
How to use your contact list for more relevant marketing
Use booking history to plan relevant follow-ups, write messages customers can act on, and keep your contact list organized.
Start with a specific reason to get in touch
Decide why you are reaching out. You might tell customers who regularly book beard trims about a new evening slot, or invite people who previously booked a particular treatment to check availability for a follow-up. A specific purpose makes it easier to write a message that is relevant to the recipient.
In the Hest contact list, you can search for customers, apply available filters, and export the results as a CSV to plan your outreach. Depending on your goal, booking history and available contact methods can help you decide whom to include. Review the records before using the list in another service.
Use the information your team needs for the message
Before exporting, decide which details the team needs. To offer an appointment, it is usually enough to identify the customer, check where they expect to hear from you, and understand the context of the visit. Keep unrelated notes and personal details out of the export you share. If someone asks to stop receiving promotional messages, record that preference where the team checks contact information.
Check for duplicates and outdated contact details. If two customers share a phone number, avoid messages that would reveal one person’s appointment history to the other. When information is missing, ask for an update at a future visit instead of guessing how the customer wants to be contacted.
Write a message that helps the customer decide
Name your business, explain why the message is relevant, and offer a clear next step. A barbershop could announce that the downtown location has added appointment times and include the right booking link. The recipient should be able to understand what is new and check availability without a lengthy exchange.
Afterward, review how people responded. Note how many asked for details, how many booked, and how many preferred to stop receiving updates. That information can help you decide whether to repeat the outreach, adjust who receives it, or change the message. Update your contact list based on what you learned so you can avoid repeating outreach that was not relevant.