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What makes a customer a New Customer?

Overview

You will notice that some customers are labeled as “New Customer” on the Active Bookings page.

Launch27 does this so that you can easily see who your new customers are versus your regular customers.

Rules for being a New Customer

The system considers a customer to be new when the customer:

  • has at least one active booking that has not been marked as completed yet
  • has 0 active completed bookings

Examples of when a Customer is New

Customer scheduled their first booking but had to cancel it, and later wants to create a new one

  1. Today is Monday
  2. Customer creates a booking for this Tuesday
  3. Customer has to cancel this booking
  4. One week later, customer creates a new booking for this Friday

In this case, the customer is new until the house is finally cleaned on “this Friday”

Customer books a recurring booking for the first time ever, but has to edit some of the future bookings

  1. Today is Monday
  2. Customer creates a booking for every Tuesday
  3. Customer has to change the service time for next Tuesday’s booking
  4. System has to create a real booking for the “future booking” (i.e. next Tuesday) whose time needs to be changed.

Now there are two real bookings that exist for this brand new customer, but the first cleaning still has not been done (i.e. customer has 2 active bookings, but none of them are completed yet) .

Customer keeps cancelling their first booking (normal or with-late-fee cancellation)

  1. Today is Jan 1
  2. Customer creates a booking for this Tuesday
  3. Customer has to cancel their booking
  4. Customer repeats this “book, then cancel” process 10 times…sometimes even getting charged a late fee.
  5. Customer finally creates a booking for this Friday and sticks to the date

In this case, the customer is still new until the house is finally cleaned on “this Friday”. It does not matter how many times they cancelled and booked again, or whether they were charged a late fee.

Customer buys gift card or requests a quote

  1. Customer buys gift card for Mom
  2. Mom likes cleaning and suggests to son to hire them too
  3. Customer submits quote for work

This customer has not created a booking and had the cleaning done yet, so is not a customer yet.

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