Turn Checkout into a Loyalty Recognition Moment

Configure the loyalty program so points accrued from this visit are visible to FD at the time of checkout. The POS Take Payment screen shows the guest's running balance — use this moment to celebrate progress.

Set up point-earning rules that reward service purchases, frequency, and referrals. Long-term guests should be accruing meaningful balances that reflect their loyalty back to them.

Navigate: Configuration > Loyalty configurations > Set up regular loyalty program | Points visible at checkout: Take Payment screen > POINTS tab 

Train FD to proactively offer points redemption at checkout — not wait for the guest to ask. This is the most direct way to make loyalty tangible.

Example: 'You've accumulated 850 points which is worth ₹425 — would you like to use them towards today's visit?'

Even if the guest declines, mentioning the balance reinforces that her visits are being tracked and valued.

Navigate: Take Payment > Collect Payment > POINTS tab > enter redemption amount > confirm 

Create a guest tag such as 'Loyal – 3+ Years' or 'VIP Regular' to flag guests who have been with you for multiple years.

Tags can be applied manually at the guest profile level. Review and update quarterly.

Optional: Navigate: HyperConnect > Configurations > Guest Tags > Add Tag | Assign to guest: open Guest Profile > Tags field

Create a named manual discount — e.g., 'Loyalty Appreciation' — that FD can apply with manager approval as a milestone gesture (e.g., on a guest's 3rd year anniversary or 20th visit).

Keep it selective and meaningful. A gesture applied thoughtfully carries more weight than an automatic discount. Restrict usage to once per guest per year.

Navigate: Marketing > Discounts > Add Discount | Uncheck 'Auto-apply on POS' to keep it as a manually triggered staff gesture 

Configure an automated post-visit SMS or email triggered after checkout. For long-term guests, the message should reference their visit and feel personal — not a generic template.

Example SMS: 'Thank you for visiting today, [Name]. [Provider] always enjoys your sessions — we'll see you next time.'

Keep it warm and brief. The goal is to leave a positive last impression that lasts until the next visit.

Navigate: Configurations > search 'Templates for email and text' > locate Post-Visit / Thank You template > Edit > update with personalisation macros > Save 

Use Marketing > Target Segments to identify guests whose first visit date was 1, 2, or 3+ years ago. Send a personal acknowledgment message during their anniversary month — not a promotional blast, but a genuine thank-you note from the center.

Example: 'You've been part of our family for 2 years, [Name]. Thank you — we don't take your loyalty for granted.'

No discount required. Acknowledgment alone is a retention tool.

Navigate: Marketing > Target Segments > Add Segment > filter by: First Visit Date range (e.g., 2–3 years ago) > save segment > use in Email/SMS campaign 

The checkout moment is the highest-intent point to secure the next appointment. The guest has just had a good experience and is already thinking about when she will return.

Train FD to close every checkout with a rebook offer: 'Shall I lock in your usual slot for next month? I can hold it now so you don't have to worry about it.'

Framing as a convenience — not a push — has significantly better acceptance than asking at the end of a campaign email.

Navigate: Appointment Book > New Appointment > select guest > select provider and service > confirm time slot 

If the guest holds a membership, Zenoti auto-applies service credits at checkout. FD should confirm this happened and narrate it positively: 'Your membership covered today's session — nothing more to pay.'

This is a powerful loyalty signal: the guest feels her membership is genuinely working for her, not just sitting unused.

Navigate: Appointment Book > right-click appointment block > Auto Charge Membership | Membership credits auto-apply when POS is opened 

Loyal guests notice when checkout takes too long. Keep the payment flow clean: confirm services, apply loyalty points or membership, process payment, rebook. That sequence should take under 3 minutes.

Avoid asking the guest to wait while you look up her profile or calculate her balance — all of this should be visible on screen before you open the payment screen.

At the start of the shift, FD reviews the appointment list and flags any guest who is approaching or hitting a loyalty milestone today — e.g., 10th visit, 2-year anniversary, first visit after a long gap.

Example: 'Mrs. Kapoor is in at 11am — it's her 15th visit. Let's make sure [Provider] knows, and we have a small acknowledgment ready at checkout.'

Milestones do not require expensive gifts. A handwritten thank-you card, a complimentary product sample, or simply a warm verbal acknowledgment — all have impact.

Train FD with specific language for loyal guest checkout moments. Scripts should feel natural:

Run monthly 15-minute role-plays in team meetings. Checkout scripts are as important as check-in scripts — they are the last impression.

Define in advance who is responsible for each type of milestone acknowledgment: FD handles the verbal moment, manager approves any courtesy discount, provider writes a personal note if appropriate.

Without a defined protocol, milestone moments get skipped because everyone assumes someone else handled it.

Where possible, the provider walks the guest to the checkout desk rather than leaving her to find FD on her own. This 10-second handoff creates a unified experience and gives the provider a natural moment to reinforce the visit.

Example: 'I'll let [FD Name] take it from here — it was great working with you today as always.'

At every checkout, FD shares the updated loyalty points balance and frames it as progress: 'You've earned [X] points today — you're now at [total], just [Y] away from your next reward.'

Do not wait for the guest to ask. Surfacing this proactively signals that you are tracking her loyalty on her behalf.

Navigate: Guest Profile (from Appointment Book) > Points tab | Or visible directly on: Take Payment > Collect Payment screen > POINTS tab 

At checkout, acknowledge the membership benefit the guest just used: 'Your membership covered today's session' or 'Your monthly credit was applied — you've saved [X] this month.'

Long-term members who can see the ongoing value of their membership are far less likely to cancel.

Navigate: Appointment Book > right-click appointment block > Auto Charge Membership | Benefit details visible on Take Payment screen 

For meaningful milestones (5th year, 10th visit, 25th visit), pair a warm verbal acknowledgment with a small tangible gesture — a product sample, a complimentary mini add-on, a handwritten note.

Keep it proportionate. The gesture does not need to be expensive — it needs to feel personal and specific, not generic.

Example: 'This is your 20th facial with us, [Name]. We genuinely love having you as a guest — this is just a small thank-you from the team.'

Rebook the next appointment during the checkout conversation, framed as a natural continuation: 'You usually come in every 4–5 weeks — shall I lock in [date] now?'

If the guest books now, she is already committed to returning. If she hesitates, note it in the appointment record and follow up in 2 weeks via the post-visit email.

Navigate: Appointment Book > New Appointment > select guest, provider, and service > confirm 

After every loyalty-milestone checkout, FD adds a note to the guest profile or appointment record: what milestone was recognized, what was offered, what the guest's response was.

This prevents the next visit from feeling like a reset — the next FD can see exactly what happened last time and take the relationship forward rather than starting over.

Navigate: Guest Profile (from Appointment Book) > Notes tab > Add Note | OR: Appointment Block > three dots (…) > Add Notes 

Track what percentage of your loyal (multi-year, high-frequency) guests are continuing to return on schedule. Filter by date range and service category to isolate your core facial guest base.

If retention among long-term guests is declining, it means the check-out experience — or the overall visit experience — is not reinforcing loyalty strongly enough. Act before these guests drift.

Navigate: Reports > search 'Guest Retention' > Guest Retention report (v2) > filter by Service Category + date range

Zenoti tracks this as 'Average Invoice Value'. Monitor whether loyal guests have a higher average spend than newer guests — they should, as they are more likely to accept add-on offers and return for premium services.

A declining ATV among loyal guests can indicate that rebook and upsell conversations at checkout are not happening consistently.

Navigate: Reports > search 'Salon Summary' > Salon Summary report (v2) > guest and invoice metrics section

Zenoti does not support NPS scores. The Feedback report captures guest ratings and identifies positive and negative feedback by guest, service, and provider.

Filter this report specifically for long-term guests (high visit counts) and look for feedback referencing checkout, acknowledgment, or team recognition. These are the signals that tell you whether the loyalty process is landing.

Navigate: Reports > search 'Feedback' > Feedback report (v2) > filter by date range and center

If loyalty points are never being redeemed, guests are not seeing their balance or FD is not raising it at checkout. Low redemption rates suggest the loyalty program exists in the system but not in the experience.

Check this monthly and use it as a team coaching signal — not just a finance metric.

Navigate: Reports > Loyalty > Loyalty Points Report | Review accrual vs. redemption by date range

The guest tag on the appointment screen is the trigger. If tags are not in use, train FD to check visit count on the guest profile before initiating any checkout — 10 or more visits is a loyal guest by any measure.

Default recovery line: 'Let me pull up your profile — I just want to make sure we acknowledge your visit properly.'

Check that the loyalty program is configured and the guest profile is open correctly during the Take Payment flow. If the POINTS tab is not showing, escalate to your Zenoti admin to confirm loyalty module activation.

Acknowledgment does not require a discount. A specific, personal verbal recognition is more meaningful than a generic discount code. If no discount is configured, rely on the conversation.

'We just want you to know how much we appreciate you being with us for this long — it genuinely means a lot to the team.'

Do not push. Record a preference note and let the post-visit automated message carry a soft rebook prompt. The goal is to make returning easy, not pressured.

Navigate: Appointment Book > [Appointment Block] > three dots (…) > Add Notes | Note: 'Guest prefers to book her own next appointment — do not pressure at checkout'

This is a process gap further upstream, not a checkout problem. FD handles the checkout warmly without the specific reference. Raise the form completion gap in the next team huddle.