Experts share information on how software can benefit spas and their clients in a post-pandemic world:
Eliminates Unnecessary Interactions: “Easy tactics like online booking, self-check-in, two-way texting, and automatic payments all help eliminate unnecessary interactions,” says Sudheer Koneru, founder and CEO of Zenoti. “I love to use the example of getting rid of the potential for waiting in a crowded lobby to show the power software has had—and will continue to have—for providers. Smart booking algorithms that really optimize appointments and ensure minimal wait time create a sense of comfort by doing away with any unknowns for guests. Something as simple as handing over a credit card can be a potential stress point. Technology can do these tasks for us.”
Builds Trust With Clients: “Spas and salons continue to need to reveal their improved health standards,” says Koneru. “Using software that provides this information on mobile devices when clients check-in or book an appointment creates a greater sense of transparency and trust. Sending personalized communication to customers and collecting referrals and ratings surrounding health practices will be an attractor for potential clients and enhances that trusting relationship.”
Streamlines Business: “By using spa software, you can streamline your business processes and cut down on the touchpoints clients encounter,” says Sinead Carroll, regional marketing manager at Phorest. “Features that contribute to this include consultation forms that clients can complete on their own devices ahead of the appointment and touchless checkout. In addition, if you have an online store, clients can purchase your product recommendations later in the day and have them delivered, rather than buying them on-site.”
Displays Online Reviews: “Online reviews have never been more important when getting existing clients back into the spa and attracting new business,” says Carroll. “For example, before booking a spa appointment, the client could check out the spa’s Google reviews so that they know what to expect when they visit. Reviews are all the more valuable now because, more often than not, clients will mention the spa’s sanitation procedures and how safe they felt during their treatment.”
Keeps Detailed Client Profiles: “Every customer is unique, and having detailed profiles on each one of them lets you manage these relationships in a more personalized manner while guaranteeing that your entire team is on the same page,” says Bernice Brennan, vice president of marketing at Boulevard. “These types of details helped spas form tighter, longer-lasting relationships with their clients—relationships that will endure long after the pandemic is a distant memory.”
Allows Quick Access to Data: “Having the ability to access reports and real-time analytics through your spa software at any time and on any device helps owners and managers monitor performance and make data-driven decisions,” says John Harms, founder and CEO of Millennium Systems International.
Maintains Clear Communication: “During the pandemic, simple communication features like text and email marketing kept clients constantly in the know about their spa’s protocols in advance of their arrival,” says Andrea Miller, product marketing manager for salon and spa at DaySmart. “Communication features like two-way texting allows businesses to alert their clients once the designated space is sanitized and prepared for the safest experience. It also allows the customer to respond that they have arrived.”
Offers Virtual Consultations: “Built-in graphical SOAP notes have replaced paper on a clipboard,” says Fred Helou, founder and CEO of Vagaro. “Livestreaming virtual consultations have really taken off. It gives everyone more time because it removes the need for travel.”
Increases Memberships: “Memberships are a very mainstream way of building profitable businesses,” says Koneru. “This includes features like recurring memberships that automatically bill monthly to help guarantee repeat revenue and drive repeat visits; one-time-fee annual memberships, so both customers and their guests receive perks all year without worrying about monthly costs; and automated marketing communications about each customer’s membership, so business owners don’t have to contact their guests for renewals.”
Tracks Staff Goals: “This innovative mobile solution is simple to use and visually engaging,” says Carroll. “It offers users easy access to track their performance anytime, anywhere, and helps keep them motivated to hit their goals through timely automated push messages that celebrate milestones and successes.”
Offers Virtual Tours: “Virtual tours provide an excellent way for potential clients to check out the spa ahead of time and see if they want to schedule an appointment,” says Brennan. “They can see for themselves what kind of ambience the spa has, what kind of equipment is used, how clean it is, and so much more.”