I just saw that clients will now get an automated text and/or email when the information on file changes.

I agree with the intent of this, and applaud being proactive for it, BUT, there are some issues with how clients are actually in our system that will probably cause some issues (or make things messier as we work around them:

1. the spouse - we have times that spouse A books an appointment with their phone number and Spouse B's name. They then want us to change the phone number to be Spouse B's phone number at the appointment. So Spouse A will get a notification that their phone number changed when the Spouse A number did not in fact change.

2. The error - We sometimes mis-enter a phone number or email with texts going to the wrong person. When we correct this, the person who was accidentally getting our texts will get one more text saying we changed their phone number and they need to reach out to us.

3. The surprise - sometimes a spouse wants us to remove the phone number for a surprise appointment, this will trigger a surprise-ruining text. (this has the easiest work around which is creating a new client with no phone number and merging them later (which has it's own issues). I don't trust just unchecking the box as other texts can still accidentally get triggered)

4. The accidental account takeover - we sometimes have people that accidentally take over a spouse or child account when booking online (usually parent booked child appointment with their own email address and end up logged in as the child with the child's phone number). Usually they only change the name. Depending on the situation we can end up just changing contact information to match the parent, which then triggers a text to the child to say we changed their information.

I get protecting people from whatever fraud can exist in changing their phone number at a spa, but I think this is yet another area where engineering is out of touch with the messiness (and edge cases) of operating a business in the real world.

I forsee many more questions about why information changed when nothing actually changed.

Having a log somewhere to show what information was updated would be very helpful for us to go back to when the inevitable call comes in about information changes.