Zenoti allows you to categorize guests based on the amount spent, frequency of visits, feedback etc.
Once you define a Category and a guest is part of it, at the time of booking an Appointment, an icon indicating the Category of the guest appears.
The icon helps the front office identify the type of guest they are dealing with and gives them a chance to interact with the guest at a personal level.
Defining Guest Categories
Important: You can define Guest Categories only at the Center level.
To define Guest Categories:
- Ensure you have selected the Center for which you intend to define Guest Categories.
- On the main menu, click the Loyalty tab.
The Loyalty Dashboard appears.
- On the Loyalty Dashboard, click Settings > Guest Category.
The Guest Categories window opens.
- You can define any of the following Guest Categories:
The focus is on the average spend of a guest per visit.
Enter an amount that a guest must spend on an average per visit to be included in this Guest Category.
Example: If you specify 1000 for this Guest Category, any guest who spends at least $1000 on an average per visit is placed in this Guest Category.
The focus is on the frequency of visits (Appointments) that a guest makes on an average in a month.
Note: The average frequency of visits is calculated from the first visit of the guest, not just the previous month’s visits.
Example: If a guest makes 1 visit in the first month, 2 in the second, and 3 in the third. If the setting for Regular Guest category is 2, the guest is categorized as Regular Guest as the guest has visited 6 times in the last three months (average of 2 in the last 3 months).
Any guest purchasing a Membership is automatically enrolled in this Guest Category.
A guest visiting a center for the first time is made a part of this Guest Category. The guest remains in this category until the guest's second visit (to the same or a different center).
The focus is on the low feedback rating given by the guest during the last visit.
Enter a feedback rating (a number) by a guest, below which number, when a guest gives feedback, such guests are moved to this Guest Category.
A guest who gives a low feedback rating, continues to be part of this Guest Category until the feedback rating by the guest improves and is higher than the defined feedback rating of this Guest Category.
Note: The feedback rating is based on the rating entered for an Appointment from the Appointment Book.
Example: If you specify 3 as the feedback average, a guest who gives a feedback of less than 3 is placed in this Guest Category. If on subsequent visits, the average rating given by the guest increases to 3 or more, the guest will no longer be a part of this category.
The focus is on the time interval between the visits for a guest.
Enter the time interval in months between visits above which a guest is placed in this Guest Category.
Example: If you specify 3 for this Guest Category, any guest who has not visited the Center in the last 3 months is placed in this Guest Category.
This category allows you to define the number of No Shows (missed Appointments) that a guest can have over a specified number of the bookings before the guest is included in this Guest Category.
Example: If you specify 2 for Has not shown up for field and 3 for out of the last booked field, a guest having 2 No Show statuses (requires the front office executive to change the status of the missed appointment to No Show) in the last 3 bookings is placed in this Guest Category.
If on later visits, the guest doesn't miss the Appointments and the criteria for this Guest Category is not met, the guest is removed from this Guest Category.
Any guest having an active Package is automatically enrolled in this Guest Category.
Note: A guest can be part of all the Guest Categories whose criteria the guest fulfills.
Example: Consider the following Guest Category settings of a Center:
- Regular Guest: Visits the Center once or more on an average in a month
- Non-Recent Guest: Does not visit the Center for 2 months
If a guest visits a Center 4 times in January, and does not visit the Center in February and March; if the guest visits the center in April, the front desk will see the Guest Category as Recent (guest has an average of 1 visit per month) and Non-Recent guest (guest did not visit for the past 2 months).
If the guest does not visit in April but visits in the month of May, the front desk executive will see the Guest Category as only Non-Recent Guest.
- To activate or deactivate any Guest Category, use the This rule is option.
- Select Active to activate the category
- Select Inactive to deactivate the category