How to win back past customers

Updated 23 October 2026

The short answer: contact people who already know you, send a short personal message with one clear reason to reply, and make the next step easy. Check you have consent, say who you are and include a simple way to opt out.

Start with people who already know you

Your best list is the one you already have: past customers, people who asked for a quote and never booked, and old enquiries. Remove anyone who has asked to stop hearing from you, and anyone you have no good reason to contact.

Give them a reason to reply

A message works best when it has a point: a service that is due again, a seasonal check-in or a simple ‘how did it go?’. One reason, one question.

Write like a person

• Use their name and mention the last thing you did together.
• Keep it to two or three short lines.
• Ask a question they can answer in a word, or share a booking link.

Send at a sensible time

Avoid early mornings, late evenings and public holidays. If a message gets no reply, one gentle follow-up a few days later is often enough.

Follow Australia’s Spam Act

Marketing emails and text messages need the recipient’s consent. Express consent is the safest, and inferred consent can apply in an ongoing customer relationship when the message is closely related to it. Every message must say who it is from, include accurate contact details and offer a free, simple way to unsubscribe, which you honour within five working days. Keep records of consent so you can show it if asked. This is general information, not legal advice.

How LoudReach helps

LoudReach Database Reactivation runs personal SMS and email campaigns that sound like you, sent when people are most likely to reply. Replies turn straight into appointments. It is set up for you.