Converted leads
A lead counts as Converted once they've had a completed, non-cancelled visit after their inquiry. In plain terms: they didn't just reach out, and they didn't just book — they actually came in and were served.
This one definition is used everywhere conversion appears — the Lead Manager's Converted column, its Conversion Rate KPI, and the Marketing Health dashboard's funnel — so those numbers always agree with each other.
What counts
- Any completed checkout counts — including a $0 visit, a membership redemption, or a prepaid/package visit. If they came in and were serviced, they converted. The first visit doesn't have to produce revenue to prove the lead turned into a client.
What doesn't count
- A booking alone. An appointment on the books is progress, but it isn't a conversion until it actually happens.
- Cancellations and no-shows. A cancelled appointment or a missed visit never counts.
- A purchase with no visit. Buying a gift card or product online without ever coming in is not a conversion — the metric is about becoming a client, not a transaction.
How a visit is matched to a lead
The link between a checkout and a lead is made by phone number and email: when a client completes a visit, the contact details on their point-of-sale record are compared against the inquiries your salon has received. A match marks that person's original inquiry as converted — even if they ultimately booked through a different route than the one they first inquired on. How duplicate inquiries collapse into one person, and why the earliest inquiry gets the credit, is covered in Lead sources & attribution.
Why visits, not revenue
Counting a conversion only when revenue is collected would undercount memberships and promotions — a new member whose first appointment checks out at $0 against their membership is a real, won client, but produces no ticket revenue on day one. Defining conversion by the visit captures what the metric is really asking: did this inquiry become someone in your chair?
Collections are still tracked separately — hover the Converted badge in the Lead Manager to see that client's lifetime collections, and the Marketing Health dashboard follows converted clients' spend at 30, 90, and 180 days and lifetime.
Conversion is evaluated against visits after the inquiry. Someone who was already an active client before they reached out isn't a "converted lead" — they were never a new lead to begin with, and they're labelled Existing client in the Lead Manager rather than inflating your conversion numbers.