2 mins
How to Nail Your Digital Client Journey
Once upon a time, your client’s journey began when they walked through your doors. But thanks to technology, the salon experience now starts while your client is mid-Instagram scroll, explains Asylum Hair and Beauty
BONUS: It’s the little things that count when building relationships with clients, Jason Donnelly, founder of Asylum Hair and Beauty shares:“Using Timely, we can see our clients’ previous product purchases which means we can then ask them how they got on with that product and would they like any more. This allows them to feel a little special. Plus, it helps us boost retail sales, too.”
When it comes to new bookings, how often do clients pick up the phone to check your availability? We’ll hazard a guess that most new clients are introduced to your business while on the couch, pyjamas on and wine in hand. Thanks to digital marketing, first impressions are usually made on social media, where clients can easily scope out your business, check your availability and book an appointment at a time that suits – all without looking up from their phone.
FIRST IMPRESSIONS ARE USUALLY MADE ON SOCIAL MEDIA, WHERE CLIENTS CAN EASILY SCOPE OUT YOUR BUSINES
“The customer's journey at Asylum starts when they find us,” says Jason Donnelly, founder of Asylum Hair and Beauty. A lot of the time, that’s through “social media posts on Instagram and Facebook, or our website” which means that customers can book an appointment in 30 seconds flat.
Not only can business management software, such as Timely, help create a seamless client journey, it can also make life easier for salon owners by automating as much of the process as possible (because who has time for admin?)
YOUR FIVE-STEP PLAN FOR A PERFECT DIGITAL CLIENT JOURNEY
1 Your client books online via Instagram, Facebook or your website. Stop clients in their social media scroll by making it easy for them to discover your business and book 24/7.Timely even has a Facebook messenger booking bot (sounds scary, actually pretty handy) that can book in clients while you’re away from the computer.“When they click the ‘book now’ button, customers have instant access to all of our pricing information and availability at any time of day or night,” Jason says.
2 Your client receives a confirmation email.“As soon as an appointment is made, the client will receive an email confirming the booking with the time, place, date and price so they know all the relevant information. On our side, we receive the booking and the staff member also gets an email.”
3 A reminder is sent out to clients 24-48 hours before their appointment. You can send personalised reminders by SMS or email that automatically change the appointment from pencilled-in to confirmed when your client replies ‘Y.’ Too easy!
4 And now for the most important part: the service.The client walks through the door and you wow them with your off-thechart treatments, obviously.
5 Stay in touch with your client after they have walked out the doors. Do they need aftercare information? What about product recommendations for the maintenance phase? Or appointment reminders? With Timely you can send automatic appointment confirmation messages to check in with your clients.
For more information on how Timely business management software can help your salon, contact the team at 020 3808 0465 / www.gettimely.com