You've invested in Pabau—the UK's leading aesthetic clinic software and clinic management system. But here's the challenge: 60-70% of clients never return after their first visit, even when satisfied.
Your Pabau CRM handles operations brilliantly (booking, reminders, records), but it wasn't designed for intelligent client engagement. This guide shows you exactly how to use clinic management software UK practices trust, combined with smart client reactivation strategies, to transform your medical spa software results.
Reading Time: 6 minutes | Last Updated: November 12, 2025
Aesthetic Clinic Software & Client Retention: The Opportunity in Your Pabau CRM Database
For an Average UK Aesthetic Clinic
These clients already know your clinic, trust your team, and have experienced your results. They just need the right message at the right time.
The Problem: What Pabau Software Shows You vs. What You Actually Need
Your Pabau CRM tracks data beautifully, but here's the gap:
Pabau Shows You
- ✓ Last appointment date
- ✓ Treatment history
- ✓ Total spend
- ✓ Basic client info
What You Actually Need
- • Why they stopped coming
- • When to reach out
- • What message will work
- • How to prevent churn
Bottom line: Pabau tells you WHO and WHEN. But it doesn't tell you HOW to turn that data into client engagement that actually works.
The Three-Phase Client Engagement System for Pabau Users
Based on helping dozens of UK clinics maximize their Pabau investment, we've developed a three-phase framework:
Phase 1: Prevention (Stop Churn Before It Starts)
The Goal: Keep active clients engaged and prevent them from becoming dormant.
Treatment Cycle Tracking
Every aesthetic treatment has a natural lifecycle. Smart engagement matches your communication to this reality:
Botox & Injectables (12-16 week cycle)
- Week 2: Results check-in
- Week 10: "You're probably noticing results starting to soften..."
- Week 12: Booking invitation with specific practitioner availability
- Week 14: Last call with urgency messaging
Dermal Fillers (6-12 month cycle)
- Month 1: Results satisfaction check
- Month 6: "Time for your maintenance assessment"
- Month 9: Booking reminder with seasonal offer
- Month 11: Direct rebooking invitation
Laser Treatments (4-6 session series + annual maintenance)
- During series: Automatic next session booking
- Post-series: 11-month maintenance reminder
- Month 13+: Reactivation campaign
Implementation with Pabau Data
This requires pulling treatment data from Pabau and creating intelligent automation rules:
IF client.lastTreatment = "Botox"
AND daysSinceLastVisit = 70
AND hasUpcomingAppointment = FALSE
THEN trigger "TimeToRebook_Botox" journey
While Pabau has basic recall features, they're generic and manual. True engagement automation creates individualized journeys for every client.
💡 Quick Tip: Don't just remind clients they're "due." Explain why now is the optimal time for their specific treatment cycle and what results they can expect.
Phase 2: Reactivation (Bring Dormant Clients Back)
The Goal: Re-engage clients who've fallen outside their treatment cycle.
The Reactivation Ladder
Not all dormant clients are the same. Your approach should escalate based on how long they've been away:
Tier 1: At-Risk (90-180 days)
- Tone: Friendly check-in
- Message: "We noticed it's been a while—how can we help?"
- Offer: Priority booking with preferred practitioner
- Urgency: Low
"Hi Sarah, it's been about 4 months since your last dermal filler treatment with us. I wanted to personally reach out and see how you're feeling about your results? If you're ready to maintain that gorgeous glow, I've reserved some priority slots with Emma next week. Simply reply to book, or let me know if you have any questions. - Alex at [Clinic Name]"
Tier 2: Dormant (180-365 days)
- Tone: We've missed you
- Message: "Life gets busy—we'd love to see you again"
- Offer: Specific incentive (complimentary consultation, loyalty discount)
- Urgency: Medium
"Hi Sarah, we haven't seen you since last spring and wanted to reach out! We know life gets hectic. To welcome you back, we're offering our VIP clients (that's you!) a complimentary skin consultation worth £50, plus 15% off your first treatment back. We've also added some exciting new treatments you might love. Fancy catching up? Book here: [Link]"
Tier 3: Lapsed (365+ days)
- Tone: Fresh start
- Message: "Things have changed—here's what's new"
- Offer: Compelling win-back promotion
- Urgency: High
"Hi Sarah, it's been over a year since your last visit to [Clinic Name], and so much has changed! We've added [new treatment], expanded our team, and completely redesigned our treatment rooms. As a past client, we'd love to reintroduce you to the new [Clinic Name] with an exclusive offer: 25% off any treatment + complimentary consultation (worth £50). This offer expires in 7 days. Ready for a fresh start? Let's chat: [Link]"
The Psychology of Reactivation
Effective reactivation messages address the unspoken barriers:
- Barrier 1: "I forgot about you"
Solution: Regular, non-pushy check-ins during active phase prevents this - Barrier 2: "I'm not sure it's worth the money"
Solution: Emphasize value, results, and long-term benefits over price - Barrier 3: "I'm happy with how I look now"
Solution: Focus on maintenance and prevention, not vanity - Barrier 4: "I switched to another clinic"
Solution: Win-back offers and "what's new" messaging - Barrier 5: "I had a less-than-perfect experience"
Solution: Direct practitioner outreach with acknowledgment and resolution
📊 Real-World Results: One London aesthetic clinic using systematic reactivation reengaged 23% of their dormant database (187 clients) within 90 days, generating £47,000 in recovered revenue.
Phase 3: Loyalty (Turn Clients into Advocates)
The Goal: Transform repeat clients into raving fans who refer others.
Building the VIP Experience
Your best clients deserve recognition beyond points programs:
Personalized Treatment Plans
- Reference their specific history: "Based on your beautiful results with lip filler last year..."
- Anticipate their needs: "You mentioned wanting to try [treatment] next time..."
- Celebrate milestones: "You've been with us for 2 years—here's something special..."
Priority Access
- Early booking for new treatments
- First choice on preferred practitioner schedules
- Exclusive events or educational sessions
Personal Touch at Scale
- Birthday messages (with subtle treatment suggestion)
- Anniversary of first treatment
- Congratulations on life events they've mentioned
Referral Incentives That Work
- Don't just offer discounts—create experiences
- "Bring a friend" events with consultations
- Mutual benefits (they get £50 credit, friend gets 20% off)
- Recognition as a valued advocate, not just a referral source
How Corua Complements Pabau (Not Replaces It)
Here's the reality: You need both.
Pabau is your operational system. Corua is your client relationship layer. Together, they create the complete picture.
The Perfect Partnership
Pabau Handles:
- ✅ Appointment scheduling and calendar management
- ✅ Treatment notes and client records
- ✅ Invoicing and payment processing
- ✅ Stock and inventory management
- ✅ Team scheduling and rotas
- ✅ Point-of-sale operations
Corua Adds:
- ✅ Intelligent client segmentation based on behavior
- ✅ Automated, personalized communication journeys
- ✅ Predictive reactivation timing
- ✅ Churn risk identification
- ✅ Lifetime value optimization
- ✅ Treatment cycle-based messaging
- ✅ Multi-channel communication (SMS, email, WhatsApp)
How Integration Works
The integration is seamless and non-disruptive:
1. Data Sync
- Corua connects to your Pabau database (read-only access)
- Client records, treatment history, and appointment data sync automatically
- No duplicate data entry required
2. Intelligent Analysis
- Corua analyzes treatment patterns, booking behavior, and engagement
- Identifies at-risk clients and optimal reactivation timing
- Creates personalized communication plans for each client
3. Automated Engagement
- Sends timely, personalized messages via your preferred channels
- All communication reflects your brand voice and tone
- Tracks opens, clicks, and bookings
4. Booking Integration
- Messages include direct links to your Pabau online booking
- Clients book directly into your Pabau calendar
- Confirmations and reminders handled by Pabau as normal
5. Continuous Optimization
- Learns from what works for YOUR clients
- Adjusts timing and messaging based on results
- Provides clear ROI metrics
What This Looks Like in Practice
Without Corua:
- You manually review Pabau reports to identify clients who haven't booked
- You create generic recall messages in Pabau for all overdue clients
- You send the same message regardless of treatment type or client history
- You hope someone books
With Corua + Pabau:
- Corua automatically identifies Sarah is 11 weeks post-Botox and hasn't rebooked
- Corua sends Sarah a personalized message referencing her last treatment with Emma
- The message includes a direct link to book with Emma during Sarah's preferred Tuesday mornings
- Sarah books directly into Pabau calendar with one click
- Pabau sends standard appointment confirmation
- Clinic sees Sarah for her appointment (tracked as reactivation revenue in Corua)
Real Implementation: Client Journey Examples
Let's walk through exactly what this looks like for different client scenarios:
Client Profile:
- Name: Emma Thompson
- Last Treatment: Botox (10 weeks ago)
- Treatment History: Regular client, usually books every 3-4 months
- Preferred Practitioner: Dr. Sarah
- Preferred Days: Thursdays or Fridays
- Risk Level: Medium (usually rebooked by now)
Corua Journey:
Day 70 (10 weeks post-treatment):
"Hi Emma! Hope you're still loving your results from your last Botox treatment with Dr. Sarah 😊 You're right around the time when most of our clients start thinking about their next session. I've reserved some Thursday and Friday slots with Dr. Sarah next week if you'd like to maintain those gorgeous results. Book your preferred time here: [Link]. - [Clinic Name]"
Day 77 (if no response):
"Quick reminder, Emma! Those priority Thursday/Friday slots with Dr. Sarah are filling up. Want me to hold one for you? Just reply YES and I'll secure your favorite time. Otherwise, you can book instantly here: [Link]"
Day 84 (if no response):
"Hi Emma, I don't want you to miss out! You're officially past your usual Botox cycle, and I know how much you love maintaining your results. Dr. Sarah has one Friday afternoon slot left this week, then we're into next month. Shall I book it for you? Reply YES or book here: [Link]"
Result: Emma books on Day 78. Corua flags this as "successful retention" and notes Thursday/Friday messaging works best for Emma.
Client Profile:
- Name: James Mitchell
- Last Treatment: Dermal fillers (8 months ago)
- Treatment History: One-time visit, expressed interest in returning
- Spend: £380
- Risk Level: High (past typical follow-up window)
Corua Journey:
Month 8:
"Hi James, it's been about 8 months since your dermal filler treatment with us, and I wanted to personally reach out. How are you feeling about your results? I remember you mentioned wanting to try [additional treatment]—we'd love to help you with that! As a past client, you'll get priority booking with your preferred practitioner. Fancy a chat? Book a complimentary consultation here: [Link]. - Alex at [Clinic Name]"
Month 8 + 10 days (if no response):
"James, I know life gets busy! I wanted to make sure you saw my last message. We're offering our past clients something special this month: 20% off dermal fillers + complimentary skin consultation (worth £50). This is perfect timing to maintain your results or try something new. Offer ends Friday. Interested? Book here: [Link]"
Month 8 + 20 days (if no response, escalate to practitioner):
"Hi James, this is Dr. Sarah from [Clinic Name]. I treated you last year and wanted to personally invite you back. I've been thinking about what we discussed regarding [treatment area], and I'd love to show you the results we've been achieving with our new [technique/product]. Would you be open to a quick call this week? I promise it'll be worth your time. Book a 15-min call here: [Link] or simply reply to this message."
Result: James responds to practitioner outreach, books consultation, converts to £620 treatment package.
Client Profile:
- Name: Sophie Williams
- Last Treatment: Initial Botox consultation + treatment (7 months ago)
- Treatment History: First time trying aesthetic treatments
- Spend: £200
- Risk Level: High (should have returned by now)
Corua Journey:
Month 4 (normal follow-up window):
"Hi Sophie! How are you feeling about your Botox results? It's been about 4 months since your first treatment with us, and I wanted to check in. First-time clients sometimes have questions or concerns—if you'd like to chat about anything, I'm here! Otherwise, if you're ready to maintain those beautiful results, booking is easy: [Link]. Hope to see you soon! - [Clinic Name]"
Month 5 (no response, educational approach):
"Hi Sophie, just wanted to share something helpful: Botox works best with regular maintenance (every 3-4 months). This prevents deep lines from reforming and can actually reduce how much product you need long-term. Translation: better results, lower cost over time! If you've been thinking about your next session, now's the perfect time. Book here: [Link]. Questions? Just reply to this message."
Month 7 (final attempt, feedback request):
"Hi Sophie, I'll be honest—I'm surprised we haven't seen you back since your first Botox treatment! I'm reaching out personally because I genuinely want to understand: Was there anything about your experience that could have been better? Your feedback really matters to us. Would you be willing to share? Reply to this message (totally confidential) or book a no-obligation chat here: [Link]. - Alex, Owner of [Clinic Name]"
Result: Sophie replies that she was unsure if Botox was "worth it" long-term. After educational conversation and special offer, she books follow-up and becomes regular client.
Measuring Success: KPIs That Actually Matter
Vanity metrics don't pay the bills. Here's what to track:
Primary Metrics
1. Reactivation Rate
Formula: (Dormant clients who booked) / (Total dormant clients contacted) × 100
Benchmark: 15-25% for targeted campaigns
What it tells you: How effective your messaging and offers are
2. Reactivation Revenue
Formula: Total revenue from reactivated clients in period
Benchmark: £3,000-£8,000 per month for average clinic
What it tells you: Direct ROI of engagement efforts
3. Client Lifetime Value (CLV)
Formula: Average spend per visit × Number of visits × Average client lifespan
Benchmark: £1,200-£3,500 for aesthetic clinic clients
What it tells you: Long-term value of retention efforts
4. Churn Rate
Formula: (Clients lost in period) / (Total clients at start of period) × 100
Benchmark: 5-10% monthly for active clients
What it tells you: How well you're preventing dropout
5. Time to Next Appointment
Formula: Average days between treatments
Benchmark: Varies by treatment (Botox: 90-110 days, Fillers: 180-240 days)
What it tells you: Whether clients are following recommended cycles
Real Results: What Clinics Are Seeing
Typical Monthly Results:
- ✓ 25-35 reactivated dormant clients
- ✓ Average spend: £420 per client
- Total reactivation revenue: £10,500 - £14,700
Plus unmeasured benefits:
- Prevented churn from active clients
- Increased referrals from happier clients
- Reduced reliance on expensive acquisition advertising
Getting Started: Your 30-Day Pabau + Corua Implementation Plan
Here's exactly how to roll this out in your clinic:
Week 1: Foundation
Days 1-2: Data Audit
- Export your Pabau client list
- Identify your segments (active, at-risk, dormant, lapsed)
- Calculate your current metrics (churn rate, reactivation rate, CLV)
Days 3-4: Treatment Cycle Mapping
- Document the ideal timeline for each treatment you offer
- Note when results appear, peak, and fade
- Identify optimal rebooking windows
Days 5-7: Voice & Tone
- Review your current appointment reminders and client communication
- Define your brand voice (professional, friendly, clinical, luxurious?)
- Create message templates that feel authentic to your brand
Week 2: Integration & Setup
Days 8-10: Technical Integration
- Connect Corua to your Pabau database
- Configure data sync settings
- Test that client records are flowing correctly
Days 11-12: Segment Creation
- Create smart segments in Corua based on:
- Treatment type
- Days since last visit
- Lifetime value
- Booking behavior
- Risk level
Days 13-14: Journey Building
- Create your first three journeys:
- Botox/injectable rebooking (most common treatment)
- At-risk client reactivation (90-180 days)
- Dormant client win-back (180+ days)
Week 3: Testing & Refinement
Days 15-17: Soft Launch
- Start with your smallest, lowest-risk segment (e.g., active Botox clients)
- Send first batch of messages (30-50 clients)
- Monitor responses closely
Days 18-20: Analysis & Adjustment
- Review open rates, click rates, and bookings
- Adjust messaging if needed (tone, timing, offer)
- Identify what's working vs. what's not
Day 21: Practitioner Feedback
- Show your team the early results
- Get their input on messaging
- Ensure they're prepared for increased rebooking activity
Week 4: Full Rollout
Days 22-24: Scale Up
- Expand to all active and at-risk clients
- Launch first dormant client campaign
- Enable automated journeys for new clients
Days 25-27: Optimization
- A/B test different message variations
- Try different send times
- Test various offers and CTAs
Days 28-30: Measurement & Planning
- Calculate your first month's ROI
- Identify top-performing segments and messages
- Plan next month's campaigns and improvements
Common Questions from Pabau Users
Will this replace my Pabau appointment reminders?
No. Pabau's appointment reminders are essential—they prevent no-shows for booked appointments. Corua handles the earlier stage: getting clients to actually book appointments in the first place. They work together:
- Corua: "Hi Sarah, you're due for your Botox maintenance—book here"
- Client: Books via Pabau online booking link
- Pabau: Sends standard appointment confirmation
- Pabau: Sends pre-appointment reminder 24-48 hours before
Can I still use Pabau's built-in recall features?
Yes, but you'll likely find you don't need to. Pabau's recall is manual and generic—you have to remember to send it, and everyone gets the same message. Corua makes this automatic and personalized. Most clinics turn off Pabau recalls once Corua is working.
Will clients be overwhelmed by too many messages?
No, if set up correctly. Corua includes smart frequency capping:
- Maximum 1 message per week per client
- Automatic pause if client books
- Opt-out options in every message
- Intelligent timing based on treatment cycles (not random)
You're not spamming—you're being helpful at the right moments.
How much time will this take to manage?
Initial setup: 4-6 hours (mainly defining your treatment cycles and creating message templates)
Ongoing management: 30-60 minutes per week (reviewing results, adjusting campaigns, analyzing metrics)
Compared to manual outreach: Saves 10-15 hours per week
Do I need technical skills to set this up?
No. If you can use Pabau, you can use Corua. The integration is point-and-click, and templates are provided. Most clinics are fully operational within 2 weeks with no technical help needed.
What if a client responds to a message with questions?
Two-way communication is enabled. When a client replies, you (or your designated team member) receive the message and can respond personally. It's conversational, not robotic.
Will Corua have access to sensitive client data?
Yes, but securely. Corua connects read-only to your Pabau database and only accesses the information needed for communication (name, last treatment, treatment dates). All data is encrypted, UK-hosted, and fully GDPR compliant. Corua never stores clinical notes or images.
Can I customize messages for different practitioners?
Yes. Messages can include specific practitioner names, and booking links can route to specific practitioners' calendars. This is especially useful for clients who have strong relationships with particular team members.
What if I offer treatments that aren't common (niche procedures)?
Completely customizable. While Corua comes with templates for common treatments (Botox, fillers, laser, etc.), you can create custom treatment cycles for any service you offer—from niche injectables to specialized skincare treatments.
How do I measure if this is actually working?
Built-in reporting shows:
- Number of clients reactivated
- Revenue generated from reactivations
- ROI per campaign
- Open rates, click rates, booking rates
- Comparison to baseline metrics (before Corua)
Most clinics see measurable results within 30 days.
Why This Matters More Than Ever
The aesthetic medicine market in the UK is more competitive than it's ever been. New clinics open every month, big chains are expanding, and client acquisition costs are rising steadily.
But here's your advantage: The clients already in your Pabau database chose you once. They walked through your door, trusted your practitioners, and experienced your level of care.
Reactivating and retaining these clients is 5-7x cheaper than finding new ones through advertising. And with the right system in place, it's also automatic.
The Clinic That Wins in 2025
The most successful aesthetic clinics in 2025 won't be the ones with the most aggressive advertising or the cheapest prices. They'll be the ones that:
- ✅ Maximize the lifetime value of every client
- ✅ Systematically prevent churn before it happens
- ✅ Reactivate dormant clients with personalized, timely outreach
- ✅ Create genuine relationships at scale
- ✅ Use technology intelligently (Pabau + Corua, not Pabau alone)
You already have the operational foundation with Pabau. Now add the relationship layer.
Conclusion: Unlock Your Pabau Potential
Pabau is an exceptional clinic management system. It handles your appointments, streamlines your operations, and keeps your practice running smoothly.
But managing appointments isn't the same as managing relationships.
Your database is full of clients who intended to return but simply fell through the cracks. Not because they didn't like you—but because life got busy, three months turned into six months, and nobody reached out.
This isn't a Pabau problem. It's a client engagement problem. And it's costing you thousands in lost revenue every single month.
The solution isn't to replace Pabau—it's to complement it with intelligent, automated, personalized communication that:
- Prevents active clients from becoming dormant
- Reactivates dormant clients with the right message at the right time
- Builds loyalty and advocacy among your best clients
Pabau + Corua = Maximum Client Engagement
One handles your operations. The other handles your relationships. Together, they transform your clinic from transactional to relational—and your one-time visitors into lifetime clients.
Ready to Maximize Your Pabau Investment?
Here's what to do next:
- Audit your Pabau database: How many dormant clients do you have? What's the potential revenue?
- Calculate your opportunity: Dormant clients × £400 average spend × 20% reactivation rate
- Book a discovery call: Let's review your Pabau data together and show you exactly how much revenue you're leaving on the table
We'll walk through your specific clinic situation, show you exactly how Corua complements Pabau, and map out a custom implementation plan.
Transform Your Pabau Data into Client Relationships
See exactly how much revenue is sitting dormant in your database—and how to reactivate it.
Book Your Free Pabau AssessmentRelated Resources:
About the Author
Alex Greenwood is the founder of Corua, a client engagement platform designed specifically for UK aesthetic clinics. With a background in healthcare investment banking and technology, Alex helps clinics maximize their client relationships through intelligent automation and personalized communication—without replacing their existing systems like Pabau.
Alex Greenwood
Founder of Corua, passionate about helping aesthetic clinics build meaningful client relationships through smart, personalised communication.