“As an owner, Demandforce also can be helpful in bringing some management issues to light. For example, at one point we were getting lower scores on our front desk service. When I looked into it, I discovered that one of our newer receptionists was really on the ball when I was in the salon, but completely flipped the switch when I wasn’t. The knowledge I gained through the surveys really helped me get at the root of the issue as soon as possible.”
SALON TODAY: How had Demandforce changed the day-to-day operations of your salon?
Yeager: “Since it offers guests a chance to email us an appointment request, it becomes the first thing our front desk checks when they come in. We’ve been surprised to discover that it’s the new guests who are most likely emailing appointment requests. The appointment confirmations have really freed up the front desk team to support the salon in other ways. In addition, stylists love hearing about the good reviews they’ve received—it really gives them a morale boost. I’m in the habit of group texting the team, and I’ll send out a group text giving a stylist a shout out when she gets a good review.”
SALON TODAY: How easy was it to set up Demandforce?
Yeager: “It was very easy. Demandforce specifically coached me through the program and helped me set up the parameters, and then I trained our team. You can get a customer support person on the phone at any given time should you have a question. And, I love the fact that it’s connected to our software management program and automatically pulls client data and updates new information twice a day.”
SALON TODAY: What’s one of the greatest surprises you’ve gotten out of using Demandforce?
Yeager: “The ability to set up the program to automatically email clients who haven’t been in to see us in the past 12 weeks and give them an incentive to come in has been more valuable than I would have realized. We’ve gotten several guests back into our salon who had not been in to see us since before we moved two and a half years ago. And we had a guest in here the other day who hadn’t been in since before 2006, and she came in because of the email.”
“Demandforce makes it easy to put together a campaign—an email blast, e-newsletter or digital promotion—and target specific groups of clients. We’ve reached out to let clients know about special Mother’s Day, Valentines or holiday promotions, contacted them and requested they vote for us for the Fox 8 Hot List and invite them to participate in or donate to our team that participated in Race for a Safe Place. I’ve learned that even though the communications are automated, guests feel like I sat at the computer and sent it to them. Again, it’s touching clients in ways other than verbal.”