They Ghosted. Now What? How to Win Back Inactive Clients

So your client dropped off the face of the earth. You’ve sent the reminder texts, liked their beach photos, and even lit a candle (ok, maybe that was just for ambiance). Still… silence.

Let’s be real: client ghosting happens to everyone. But the good news? You don’t have to sit back and wait for them to come back. There are smart, simple ways to reconnect—and even bring them back better than before.

Table of Contents

Why Clients Ghost (It’s Usually Not You)

Before jumping into action, take the blame off your shoulders. People ghost for all kinds of reasons:

  • Life got hectic.
  • They moved, had a baby, or changed jobs.
  • Their budget shifted.
  • They meant to reschedule… then forgot.

Most of the time, it’s not about dissatisfaction—it’s about distraction. That means there's still a solid chance to win them back.

Of course, there’s the occasional client who didn’t love something but didn’t speak up. If they do respond with a complaint, keep it kind and simple:

“Thanks for letting me know. I always want to improve. If you’re open to it, I’d love to make it right—or at least part ways on a good note.”

You’re not trying to win everyone back—you’re showing care and professionalism.

What to Say (That Isn’t Cringe)

A generic “We miss you!” email isn’t going to cut it. Try these instead:

  • Voice Memos via DM or Text
    “Hey Jamie! Just thinking about you—wondering how your skin’s doing after that last facial. No pressure, but I’ve got a few spots open next week if you’re due for a reset.”
  • Snail Mail with a Twist
    Handwritten cards stand out—especially when they don’t push a sale. Add a tea bag or a mini sample with a note like,
    “Thought of you when this came in. Hope you’re well!”
  • Client-Only Stories or Posts
    Post a quick story saying, “OG clients—if you’re seeing this, check your inbox.” Then send a little something just for them.

Timing tip: A good window for your first re-engagement nudge is around 6–8 weeks after their last visit. If they were a regular, this still feels natural. If no response? Try one more gentle touchpoint a few weeks later. After that, you’ve done your part—no need to chase.

And if it’s been longer? It’s still not too late.

“Hey [Name], you popped into my mind today. If life ever slows down and you’re ready to treat yourself again, I’d love to have you back.”

Easy Rebook Promos That Work

Instead of discounts, offer value-based incentives that feel personal and time-sensitive:

  • “Comeback Kit” for Returning Clients
    A mini goodie bag of travel-size skincare, brow brush, or under-eye gels when they rebook.
  • Secret Service Add-On
    “Reply to this email and I’ll tack on a free brow tint when you come in.”
  • Limited ‘Loyalty Roll Call’ Window
    Email subject: “Still on our VIP list?”
    “We’re refreshing our client roster this month. If you want to stay on it, reply by Friday and I’ll hold your spot.”

Pro tip: Don’t send these to your whole list. Send to a segment of clients who haven’t booked in 60–90 days but were regulars before.

Make It Easy to Come Back

Sometimes it’s not that they don’t want to come back—it’s that it feels like too much effort.

  • Include a direct booking link in every message.
  • Offer 1-click rebooking for their usual service and time slot.
  • Send a “Just Checking In” poll via text or stories with simple answers like:
    • “Need to rebook!”
    • “Thinking about it”
    • “Not right now”

The less they have to think, the more likely they’ll act.

Track Who’s Gone Quiet

If you’re wondering how to remember who ghosted, start by tagging or labeling them in your booking system. Most schedulers (like Square, GlossGenius, Vagaro) let you:

  • Tag clients with something like “Paused” or “Inactive”
  • View or sort by last visit date (some systems require exporting)
  • Check visit frequency or no-show history in client profiles or reports

Check in quarterly with these tagged clients. That way, you stay top-of-mind without flooding their inbox.

And if someone hasn’t rebooked after 2–3 attempts? You can archive them guilt-free.

What You Can Automate

Yes—some of it. Here’s how to keep it efficient without losing the personal feel:

Automate:

  • Reminder emails after 6 or 12 weeks of no visit

  • Tagging based on last visit date

  • A basic “we miss you” drip sequence you can customize

 Keep Personal:

  • The first direct outreach (voice memo, card, DM)

  • Responses to feedback or complaints

  • Invitations to special return perks

Think of automation as your support staff—not your stand-in.

 

Some clients won’t come back. That’s okay. Put your energy into the ones who do appreciate you, and remember: if someone ghosted once, it’s not a reflection of your worth or skill.

Use these ideas to gently reopen the door. If they walk back through it—amazing. If not? You’ve still created space for the right clients to walk in.

 

 

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