Texting vs. Calling: What’s Best for Your Salon Clients?

Should I call my clients or just send them a text? It’s a question every salon runs into. And while your team might lean toward one method or the other, the right choice often depends on the moment—whether you’re confirming a last-minute appointment or sending out a monthly promotion.

In this article, you’ll learn:

• When texting is more effective than calling (and when it’s not)
• How to decide which one to use quickly without second-guessing
• 10 proven SMS use cases for the beauty industry

Let’s get into it.

Texting vs. calling: When is it better to use one over the other?

You can call, or you can send a text message. Both are effective—but not always suitable for every situation. Consider what you’re dealing with to make the right call (literally and figuratively).

Factors to consider when deciding between texting vs. calling

There’s no one-size-fits-all answer when it comes to client communication. But you should consider a few factors before choosing how to reach out:

• Client preferences: Some clients prefer texting because it’s less intrusive. Others may respond better to a phone call. If you’re unsure, consider asking during their next visit or noting their response habits over time. You can also add communication preferences to your booking form.
  
• What you’re communicating: Simple reminders, confirmations, or promotions are often easier to send by text. But if you’re discussing something more detailed, like walking through a plan for a client who’s trying to go from red box dye to bleach blonde, it may be clearer over the phone.
  
• Time and staffing: Calling often takes more time and attention, while texting can be more efficient for reaching multiple clients quickly. Consider what works best for your team’s current workload.
  
• Context of the message: If a client missed their appointment or something needs a more personal touch, a call might be appropriate. For updates or general outreach, texting can be more convenient.
  
• What your business data shows: Look at your own client response rates. Do texts get more replies? Are calls more effective in certain scenarios? Your salon’s data can help guide your approach.

Pros and cons: Texting vs. calling

Texting and calling both have their place in salon communication. Here’s a side-by-side look at the benefits and limitations of each, so you can choose what works best in different situations.

When texting is better

While both texting and calling have their place, there are plenty of situations where texting is simply the more practical option.

Texting works best when the message is quick, straightforward, and doesn’t require a detailed back-and-forth. For most salons, that covers a lot of everyday communication.

Use texting when:

• You’re confirming or reminding clients about appointments
• You need to fill a last-minute cancellation
• You’re sending a promo, loyalty offer, or flash sale
• A client prefers not to talk on the phone
• You want to share something they might need to reference later (like pricing or directions)

Texting can also be a highly effective marketing tool. One study found that SMS is the second most preferred brand communication channel, just behind email, with 19% of consumers choosing it first.

Plus, SMS gets customers’ attention fast. According to the same research, 90% of texts are read within three minutes of being received.

So, whether you’re promoting a last-minute opening or reminding someone about tomorrow’s visit, texting gives your message the best shot at actually being seen.

When calling is better

Texting covers a lot of day-to-day salon communication. But there are still moments when nothing beats a phone call.

Calling tends to work best when the conversation is personal, time-sensitive, or requires a bit more explanation. It’s also what most clients expect in certain situations. According to Statista, 54% of U.S. consumers say they prefer phone calls when resolving customer service issues. So if there’s a complaint, confusion, or something more serious to sort out, a quick call often feels more professional and reassuring.

Use calling when:

• A client hasn’t responded to texts, and timing is important
• You’re walking someone through options or upgrades
• There’s a scheduling or payment issue to clear up
• You’re working with a new or long-time client who expects a personal touch
• You’re handling a service complaint or anything sensitive

How to increase customer satisfaction rates for salons with business texting

Clients love texting—and not just for appointment reminders. When used thoughtfully, SMS creates a smoother, more personal experience that keeps them coming back.

Here’s how it helps boost satisfaction:

• They don’t miss appointments: A simple reminder the day before helps clients stay on track without adding to their to-do list.
• Rescheduling is straightforward: If a client needs to change their appointment, they can just reply to your reminder. No need to stop what they’re doing, call in, or wait on hold.
• Everything’s clear and easy to find: Appointment times, service details, pricing, even directions—it’s all in writing and right on their phone.
• Promos feel thoughtful, not salesy: Instead of mass emails, texting lets you send offers that actually feel relevant. A birthday message, early access to a flash deal, or a quick text like “We just had a color slot open up for tomorrow—want it 20% off?” feel more personalized.

Used right, texting becomes part of what makes your salon experience feel modern and genuinely thoughtful.

10 Proven SMS use cases for the beauty industry

Now that we’ve covered how texting can boost client satisfaction, let’s dig into a few real-world ways salons can use it every day.

1. Stay in contact with scheduled clients

Clients who are running late don’t always have time to call your salon. And even if they do, waiting on hold feels inconvenient, especially when they’re in a rush.

But if you give them the option to text, they’re much more likely to reach out. A quick message saying they’re 15 minutes behind or asking to reschedule is way better than them vanishing into thin air, only to pop back up days later, apologizing for not rescheduling in time.

2. Schedule appointments

Texting is a super easy way for clients to get on your calendar, especially when they already know what service they want. Whether you’re booking them in for their usual or offering open times for the week, SMS makes the process quick and friendly.

Example text:

Capacity’s SMS Solutions can automate appointment scheduling, rescheduling, reminders, and cancellations—so your salon’s team doesn’t have to be tied to the phone. Whether a client needs to move their appointment or add an extra service to their treatment, you can manage the entire process over SMS conversations.

3. Appointment reminders

Some clients book their appointments weeks in advance—then completely forget. That’s where a quick text reminder comes in handy. It helps them stay on top of their schedule and gives them a simple way to confirm or reschedule. As a result of it, you also see fewer no-shows.Here’s what Dorothy Mae Salon in Southport, United Kingdom, sends out to their clients 👇

Example text:

4. Send alert notifications

Sometimes things just don’t go as planned—snowstorms, power outages, or plumbing issues. When that happens, texting is the fastest way to reach clients. It also saves your front desk from a flood of confused calls and helps you keep things calm and professional, even in unexpected situations.

Example text:

5. Marketing purposes

Texting also works great when it comes to marketing. It’s perfect for last-minute deals, loyalty perks, or even birthday discounts. Make it timely, relevant, and something your clients want to say yes to.

Example text:

6. Ask for feedback after the appointment

Another way to use texting in your salon is to send a quick message after the appointment asking for feedback.

Example text:

7. Waitlist fills

Cancellations happen, and while they’re frustrating, they also give you a chance to slide someone else in. If you’ve got a short waitlist or even just a few clients who said, “let me know if something opens up,” texting them directly is the quickest way to fill the spot.

MI Beauty Lab, a salon based in Vilnius, Lithuania, uses this simple text to quickly fill last-minute openings caused by cancellations.

Example text:

8. Rebooking reminder

Some clients rebook right at checkout, but others walk out the door and forget until it’s been way too long. A quick text a few weeks after their last visit can be the nudge they need—and including a link to your salon booking software makes rebooking ten times easier.

Example text:

9. Product recommendations or refills

Clients aren’t always thinking about haircare when they’re running errands—but you are. If you know they’re about to run low on their go-to product, or you just got something in you know they’ll love, shoot them a quick text.

Example text:

10. Communicate internally with staff

Texting isn’t just for clients—it’s a handy tool for keeping your team in the loop, too. Say you’ve got a quarterly staff meeting coming up. Instead of repeating the same info—like where the meeting is held or what’s on the agenda—over and over, you can set up an auto-reply so your team can text a keyword like “meeting” to your salon number and get all the details instantly.

Texting vs. calling: Which one wins?

There’s a time and place for both, for sure. If you need to get hold of the client urgently or there’s a complaint you need to sort out, you should pick up the phone and call. For everything else, texting is the best way to keep your clients informed about their appointments and engaged with well-timed marketing messages.

Looking for a seamless tool to elevate your client communication? Capacity’s SMS solutions have you covered. Send timely reminders, confirm bookings, and even let clients reschedule with ease. Plus, scale your marketing efforts by sending salon promotions and updates directly to their phones.Ready to use texting to your advantage? Request a demo today!