How a Davenport Salon Fixed Its Rebooking Problem — Rowan and Rust omslagsbild

How a Davenport Salon Fixed Its Rebooking Problem — Rowan and Rust

How a Davenport Salon Fixed Its Rebooking Problem — Rowan and Rust

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Marcy from Rowan and Rust — a two-chair salon in Davenport, Iowa — joins Eric to unpack how her rebooking rate quietly fell off a cliff, and the simple three-part automated system that put it back together. If you run a local service business and your follow-up lives in your head (or on sticky notes), this one's for you. In this episode: The pink/yellow/blue sticky-note "system" Marcy used to track rebookings — and why "I'll text you" was the kiss of deathHow a slow Tuesday turned into a diagnosis: it wasn't a client problem, it was a memory problem — and she was counting on the wrong person's memoryWhy asking clients to call a small business every six weeks is a losing strategy in 2026The move to a single all-in-one ops platform (one login for calendar, texts, reminders, review requests, and client notes) instead of duct-taping separate tools togetherFix #1: a hard rule that every client gets rebooked at the iPad at checkout before they leave the chairFix #2: an automated text follow-up sequence for anyone who won't book in person — one tap to book, no stylist action requiredThe 11pm Thursday booking from a couch-bound client Marcy would have definitely lost — and why "making money while asleep" finally clickedFix #3: the "we miss you" winback message for lapsed clients, and why it moved the needle most Sources: Rowan and Rust — two-chair salon, Davenport, Iowa (as discussed on-air) Subscribe: workingsmarter.jgiebz.com Full transcript Eric: ...so wait, back up. Sticky notes. You were running the whole rebooking system on sticky notes? Marcy Holtkamp: I mean, when you say it out loud like that it sounds insane. But yeah. Little pink ones. I had a whole system. Eric: A system. Marcy Holtkamp: A SYSTEM, Eric. Pink was six-week cuts, yellow was color, blue was anybody who said "I'll text you." Which, by the way, is the kiss of death. Eric: Oh no. Marcy Holtkamp: Oh YES. Blue sticky note? Never seeing them again. I should've just thrown them straight in the trash and saved myself the paper. Eric: Okay, so for anybody just finding us, tell them what you do. Marcy Holtkamp: Sure. I own a little two-chair salon in Davenport, Iowa. It's called Rowan and Rust. I've been cutting hair for about eleven years, and I've owned the shop for the last four. Eric: Two chairs. So it's you and... Marcy Holtkamp: Me and one other stylist. Her name's Jo. She's great. She is not the problem. Eric: So what WAS the problem? Because you reached out and the subject line was basically, like, "I think I broke my own business." Marcy Holtkamp: Yeah that's about right. So here's what happened. My rebooking rate just... quietly fell off a cliff. Over about a year. Eric: Quietly how? Marcy Holtkamp: Quietly like I didn't notice. That's the whole thing. I was busy, the chair was full, I felt fine. And then one Tuesday was just dead. And I thought, okay, weird Tuesday. Eric: Sure. Marcy Holtkamp: And then the next Tuesday was dead. And then a Wednesday. And by the end of the month I was looking at my books going, where did everybody GO. Eric: And they didn't go anywhere, right? Like, they didn't leave town. Marcy Holtkamp: No! That's the part that hurt. I'd see them at the grocery store. Hair looking rough. And they'd go, "oh my gosh I've been meaning to call you." Eric: Oh, that's brutal. Marcy Holtkamp: It is SO brutal. Because they still love you. They just forgot. And I had nothing in place to remind them. Eric: Okay so let me diagnose this a little, because I think a lot of folks listening are going to recognize themselves. You didn't have a client problem. Marcy Holtkamp: ...no. Eric: You had a memory problem. And it wasn't your memory, it was theirs. And you were counting on it. Marcy Holtkamp: Yeah. When you say it like that. Eric: Right? Like, every six weeks you need someone to remember on their own that it's time for a cut, in the middle of their actual life, and then ALSO remember to pick up the phone and call a specific small business. Marcy Holtkamp: Which, nobody calls anymore. Eric: Nobody calls anymore. So you're asking your clients to do a thing they don't want to do, to solve a problem you forgot to solve for them. Marcy Holtkamp: Yep. That's it. That's the whole thing. Eric: And the sticky notes, I want to be fair to the sticky notes... Marcy Holtkamp: Please defend my sticky notes. Eric: The sticky notes were a follow-up system. They just only worked on YOU. They were a reminder for you to remember to text them. Which means every follow-up had to pass through the single most overloaded person in the business. Marcy Holtkamp: Which is me. On a Sunday night. With a glass of wine. Going, oh no, I forgot to text Linda. Eric: And Linda went somewhere else. Marcy Holtkamp: Linda went to the chain by the Target. I will never forgive the chain by the Target. Eric: Okay. So let's talk about what we actually did, because I don't want this to just be me going "yeah that's hard." Marcy Holtkamp: Please. Fix me. ...
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