Are you sure it’s a good idea to delete them from your life — and from your database?
Many administrators ask us how to remove inactive clients from the platform.
It’s a fair question — but a completely wrong one.
Because an inactive client is not a problem to erase, but an opportunity to awaken.
Who are inactive clients?
Sembra una domanda semplice, ma non lo è.
It sounds simple, but it’s not.
Is a client inactive after one month? Six months? A year?
It depends.
Every business has its own rhythm:
- In fitness centers, some clients show up only before or after the holidays.
- In outdoor courses or resorts, downtime is perfectly normal.
- In dog training centers, many attend only in spring or before competitions, then stop during winter.
- In music schools, students may pause for self-study or switch instrument or teacher.
That’s why the first step is to clearly define what “inactive” means for your business.
Only then can you understand who is truly gone and who’s just taking a break.
Why do clients become inactive?
There are many reasons — and they’re often simpler than we think:
- Lack of motivation – starting is easy, staying consistent is not.
- Change of center – for convenience or schedule.
- Financial reasons – even small fees can weigh at certain times.
- Unsatisfying experience – service or communication below expectations.
- Personal or health issues – not always shared.
- Seasonal habits – those who “reappear” cyclically without reason.
- Forgetfulness – yes, some simply forget they’re still registered.
Understanding why the bond broke is the first step to fixing it.
How to identify inactive clients in BookyWay
With BookyWay, it’s easy to do objectively:
- Go to the Reports menu.
- Download the Client list report.
- In Excel, look for the “Last booking” column.
- Sort it in ascending order.
You’ll see the most recent bookings at the top, and the older (or missing) ones below.
Then decide your own threshold — who is truly inactive depends on your business type.
Now you have the data.
And that’s where the real work begins.
Why NOT delete them
Cancellare un cliente inattivo non serve a nulla.
Deleting an inactive client is pointless.
In fact, it’s counterproductive:
- You lose all their historical data and statistics.
- You can’t send them push notifications anymore.
- If you re-add them, you’ll pay the €1.5 registration fee again.
But most importantly, you lose the chance to reactivate them.
A client who already knows you is worth far more than a new one — they’ve experienced your service and might come back with the right nudge.
How to reactivate them
Once you’ve identified inactive clients from the Excel report, the most important phase begins: understanding why they stopped.
Without that, any reactivation attempt risks being useless — or annoying.
1. The phone call: the key to understanding
La strategia più efficace resta la più semplice: una telefonata gentile, breve e sincera.
Scegli il momento giusto (evita le ore di lavoro o di cena), preparati due o tre domande chiare e mostra interesse The most effective strategy is also the simplest: a kind, short, sincere phone call.
Pick the right time (avoid work or dinner hours), prepare a few clear questions, and show genuine interest.
“Hi, this is [Name] from [Your business]. I noticed you haven’t booked in a while and just wanted to check if everything’s okay or if we can improve something.”
This usually opens a helpful conversation.
You’ll discover if the issue was motivation, dissatisfaction, money, or time — and only then can you choose the best strategy.
If they don’t answer, send a short WhatsApp or email survey, kindly asking what led them to stop. Even a few answers can be valuable.
2. Reactivation strategies
Once you’ve understood the why, it’s time for the how.
Here are some possible strategies to choose from, depending on the reason you discovered — but be careful: these are just examples. Only by knowing the real cause can you design the right strategy, both for you and for the client you want to win back.
- Reason: lack of motivation → Offer a light comeback: a free trial or short-term package.
- Reason: unsatisfying experience → Show that things have changed: new course, new coach, or better schedule.
- Reason: financial issue → Suggest a flexible or discounted option.
- Reason: lack of time → Highlight online booking convenience and flexibility.
- Reason: seasonal habit → Reach out right before their usual return period.
3. The right tone
Whether you write or call, remember: never sound commercial, never push.
Be interested, grateful, and open.
Sometimes, a simple sincere sentence — “We’d love to see you again” — is enough to rekindle the connection.
An inactive client isn’t a number to delete — it’s a story on pause.
It’s up to you to decide whether to let it end or to write a new chapter.
Those who learn to see these names as opportunities — not as problems — turn the list of “absent” clients into a real growth engine.