The 10 questions your clients ask in Instagram DMs (and how to reply without spending 2 hours)
Pricing, availability, duration… Your clients always ask the same DM questions. Here are the 10 most common with a model answer for each.
You open your DMs and it's always the same thing. 'How much is it?', 'Do you have availability?', 'Where are you located?'. Every single day, the same questions. You reply between clients, in the evening after your shift, or worse — you forget. And every forgotten message is potentially a lost client.
Your clients aren't being lazy. They're doing what everyone does on Instagram: they ask their question via DM because it's the fastest way. And these questions come in on repeat. It's always the same 10 — literally.
In this article, we list those 10 questions with a ready-to-use answer template for each. You can copy-paste them, adapt them to your salon, and most importantly understand how to automate the whole thing to save 2 hours a day.
of DMs received by beauty professionals are about pricing or availability
Naiva Study, 2026
Why your clients always ask the same questions
It's not laziness. It's how people use Instagram. They scroll, they see a balayage they love, they send a DM. Nobody's going to check your story highlights or your website to find a price. The DM is the reflex. And the reflex is always the same question: how much, when, where.
And the bigger your account gets, the more these questions pile up. To learn how to manage this flow day-to-day, check out how to manage your DMs effectively as a beauty professional.
The 10 most common questions (with the perfect answer)
Here are the 10 questions your clients ask you in DMs, ranked from most to least frequent. For each one, we've prepared an answer template you can adapt to your salon.
💰 'How much is [service]?'
The number one question. It alone accounts for nearly a third of all your DMs. The right answer: give a price range, offer to refine based on what the client wants, and end with an invitation to book. Never just drop a flat price — add some warmth.
📅 'Do you have any availability this week?'
Second most common question. Reply with 2-3 specific slots rather than a vague 'yes'. Mention that popular times fill up fast — it creates natural urgency without being pushy.
⏱️ 'How long does it take?'
Give the average duration and mention that it can vary depending on hair length or the type of service. It's a chance to show you take the time to do things properly.
Pricing & availability questions
The 3 most common questions
Hi! How much is a balayage?
Hey! 😊 A balayage runs between $100 and $150 depending on length and the look you're going for. Want to chat so I can give you an exact quote?
Hey do you have any openings this week?
Hey! 🙌 I still have a few slots Wednesday afternoon and Friday morning. Which day works better for you?
How long does a keratin treatment take?
About 2 to 2.5 hours depending on your hair length! It's a nice pampering session 😌
The faster you reply, the more you convert. Check out the real data on response times to understand the impact on your revenue.
🧴 'What products do you use?'
Clients want reassurance about quality. Mention your key brands, specify if your products are natural, ammonia-free, or cruelty-free. This is a powerful selling point — not just a technical detail.
📍 'Where exactly are you? Is there parking?'
Give your full address, the neighbourhood for reference, and practical info (parking, public transport, accessibility). A client asking this question is already nearly decided — make it easy for her to take action.
💅 'What services do you offer?'
List your main services and offer to send your full menu. It's also a chance to guide the client toward a service she might not have considered. Don't just drop a link to your highlights — reply directly.
❌ 'Can I cancel or reschedule my appointment?'
State your policy clearly but warmly. 'Ideally 48 hours in advance so I can offer the slot to someone else' lands much better than 'Cancellations accepted up to 48h before'. Tone is everything.
Practical & service questions
What your clients want to know before they visit
Hi! What products do you use for colouring?
Hey! We work with Wella Professionals colour, mostly ammonia-free 🌿 It's gentle on the hair and the results look super natural!
What neighbourhood are you in? Is there parking nearby?
We're at 45 Oak Street, in the Riverside district! 📍 There's free parking right across the street, super convenient 🚗
Do you do extensions too?
Yes! 🙌 We do both hot and cold fusion extensions. Want me to send you our full service menu?
These questions often come in during evenings and weekends. Find out how to handle them without sacrificing your personal time.
🆕 'It's my first time — what should I know?'
Reassure her! Explain what's going to happen, when to arrive, whether she needs to prepare anything. First-time clients need guidance — this is your moment to create an amazing first impression.
📸 'Can I send you a photo of what I want?'
Absolutely encourage it! Inspiration photos help you understand exactly what she has in mind. It avoids misunderstandings and shows you're listening. Tell her you love getting inspo pics.
🎁 'Do you have any offers right now?'
Mention your current promotion if you have one, or your loyalty programme. Even without a special offer, you can highlight a perk: a welcome discount, a reduced rate for first-timers, a referral bonus. This is your closing moment.
First visit & offers
Questions from clients who don't know you yet
Hi it's my first visit, how early should I arrive?
Welcome! 😊 Come about 5 minutes early so we can have a relaxed chat about what you want. No stress, we take our time!
Can I send you a photo of the cut I'd like?
Yes of course, I love when my clients send me inspo pics! 📸 It really helps me understand exactly what you're envisioning.
Do you have any promos right now?
Right now we have 15% off your first visit! 🎉 And we have a loyalty programme for regulars. Want me to tell you more?
The real cost of these repetitive replies
Let's do the maths. 20 questions a day on average, 3 to 5 minutes per reply (reading, thinking, typing, proofreading). That's between 1 and 1.5 hours just on DMs. Add in the back-and-forth when a client follows up or asks a second question, and you easily hit 2 hours a day.
spent every day answering the same questions in DMs
Average observed among Naiva users
2 hours and 10 minutes a day is over 10 hours a week. Over 40 hours a month. That's literally an entire working week spent answering 'balayage is between $100 and $150' and 'yes I have a slot on Thursday'. Time you could spend with clients, creating content, or simply taking a break.
There are tools to stop doing this manually. Compare automated reply solutions for your salon and find the one that fits.
How to automate these replies without losing authenticity
That's exactly what Naiva does. It's an AI assistant that connects to your Instagram and answers these 10 questions automatically — with your tone of voice, your pricing, your schedule, your personality. Not a generic chatbot with cold, robotic replies.
Naiva learns from your real conversations. You show it how you talk to your clients, and it naturally reproduces your style. The result: your clients can't tell the difference. They get a warm reply within minutes, even when you're mid-colour or having dinner.
Naiva replies for you
Same tone, same warmth — without touching your phone
How much for a balayage with highlights?
Hey! 😊 A balayage with highlights runs between $110 and $160 depending on length. Want to book a slot so we can chat about it?
Do you have any openings Saturday?
Saturday I have a 10am and a 2:30pm slot left! Which one works for you? 🗓️
Where are you located? Is there parking?
We're at 45 Oak Street! 📍 Free parking right across the street. See you soon! 🚗
Naiva handles over 80% of your DMs automatically. Simple questions (pricing, availability, location) are answered in seconds. You only review the complex requests or edge cases. You stay in control, but you get your time back.
To go further, check out our Instagram strategies for estheticians and how to build client loyalty as an independent stylist.
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