Yeager: “I started hearing about it four years ago as I was networking with other salon owners through the Professional Beauty Association. Specifically, I remember Lisa Cochran who owns The Studio in Laurel, Mississippi, describe Demandforce as the least expensive employee you could ever hire who’ll work for you 24 hours a day, seven days a week. That really got my attention.”
SALON TODAY: What’s one of your favorite features of the Demandforce program?
A Studio Wish e-letter from Yeager to clients thanks them for their warm reviews and positive comments. Yeager: “Any time our salon sends a guest an email, there’s an invitation to take a quick survey about our service and/or write a review of the salon. Demandforce then publishes the reviews. We’ve found our clients love giving us good feedback! Not only do the reviews help boost our search engine optimization and build our online reputation, but we print out the reviews and share them with stylists because they loving getting good feedback from our guests. I try to recognize clients who’ve posted reviews when they come in the salon and I’ll also copy and paste them on my Facebook fanpage. I also thank the reviewing guest online, and then that’ll drive people to click on the link and read more reviews.
“While 98 percent of existing guests and 94 percent of new guests give us positive reviews, it’s only realistic that we get the occasional negative review or comment. But the rare negative review gives us an opportunity to publicly demonstrate how we’ll react to a situation and our willingness to try and make things right.”
SALON TODAY: What features do your guests like most?
Yeager: “Our guests love the automated text appointment confirmations and reminders, and we love them too because they’ve cut our no-shows in half plus they take a burden off of our front desk staff.”
SALON TODAY: What has Demandforce taught you about your business?
Yeager: “The rankings on the surveys in particular really give us a barometer of our customer service at any point in time. They show us opportunities where we can tweak things and make them better and we’ll discuss that in our daily huddles. For example, one of the survey questions where we’ll typically score a little less than 100 percent is, ‘Were your service options explained well?’ It’s a reminder to us that we always need to be talking about additional services and add-ons with guests, no matter how busy we are.”