Managing VIP customers
How the VIP tag works differently across the app, plus tips on who to mark VIP
Managing VIP Customers
Identify and provide exceptional service to your VIP customers.
VIP Indicator
VIP customers are marked with a special gold star badge throughout the application.
Where VIP Shows
- Booking Modal - Gold star next to customer name in search
- Calendar - VIP badge on appointment hover
- Customer Profile - Prominent VIP indicator
Setting Up VIP Status
Using Tags
- Create a "VIP" tag with gold/yellow color
- Assign to qualifying customers
- System recognizes and shows VIP indicator
VIP Criteria (Suggestions)
Define your own criteria:
- Total spending over X amount
- Number of visits
- Loyalty program membership
- Referral count
- Manual selection
VIP Benefits
Enhanced Service
- Priority booking
- Preferred staff
- Complimentary add-ons
- Early access to new services
Staff Awareness
When staff see VIP badge:
- Prepare special welcome
- Offer premium products
- Provide extra attention
- Remember preferences
Best Practices
- Clear Criteria - Define who qualifies as VIP
- Consistent Treatment - All VIPs get same level
- Track Benefits - Note what VIPs receive
- Review Periodically - Update VIP list regularly
- Appreciation - Thank VIPs for loyalty
Example VIP program
| Level | Criteria | Benefits |
|---|---|---|
| Bronze | 5+ visits | 5% off |
| Silver | 15+ visits | 10% off + priority |
| Gold | 30+ visits | 15% off + free add-on |
Use case scenarios
Scenario 1: Top-spender review
Every quarter, the owner sorts customers by total spend. The top 5% get the VIP tag and a personal email: "We noticed you've been a wonderful client and we want to thank you. From now on you have priority booking, a complimentary add-on, and 10% off all services." Customers feel seen.
Scenario 2: Referral-based VIP
A customer refers 5 friends who all become regulars. Even if her own spending is modest, she gets VIP status as a thank-you for the growth she drove.
Scenario 3: Birthday VIP perk
Every VIP gets an automated birthday email with a special offer. Conversion rate on these is 2-3x normal birthday emails.
Scenario 4: Behind-the-scenes warning
A VIP customer threatens to leave because of a poor experience. Reception flags her file with an internal note. Next visit, the manager personally welcomes her, offers a complimentary upgrade. Recovery in action.
Scenario 5: De-VIPing
A customer who was VIP last year hasn't visited in 8 months. The owner reviews and removes her VIP status (or sends a "we miss you, here's a comeback gift" email first). VIP status that doesn't reflect reality dilutes the meaning.
Best practices
- Define clear criteria: spend amount, visit count, referrals, manual selection. Document them so the team knows.
- Consistent treatment: all VIPs get the same treatment level. No favorites within VIPs.
- Track and review: monthly check on who's VIP and who should be added/removed.
- Communicate the privileges: customers should know they're VIP and what it gets them. Otherwise the program is wasted.
- Don't over-VIP: if 30% of your customers are "VIP", the term means nothing. Aim for 5-10%.