Phorest Tools Tackling No-Shows

Client Communication Admin was Becoming Too Much

Togninis Hair is an exceptionally successful family-run salon with two locations in Brisbane QLD. Speaking to owners Kristian and Tracey Tognini, they explained some of the main issues they were facing that spurred them to look for a better solution to streamline the management of their salons.

Before switching to Phorest, Togninis found that:

• Client communication was lacking, which did not fit with their commitment to providing exceptional customer service
• As a result, the salon experienced a high no-show rate, where clients were missing appointments and not calling in advance to reschedule
• In-salon consultations were time-consuming
• Time was being wasted with clients calling the salon to book appointments, or booking the wrong services for their needs
• The team had no feedback from clients to help them address small issues before they became bigger problems

SMS Reminders Obliterate No-Shows

Tracey said: “I think the SMS confirmation is a wonderful feature for Phorest. People feel that they’re a little bit in control. People do everything on the diary of their phone these days, and that’s the first thing they ask whenever you make them an appointment is, ‘will you send me a reminder?’ ‘Yes, of course, we will’. And it comes at twofold, I think, like an email seven days out, and then the SMS confirmation to their phone a couple of days before their appointment.

And then obviously the added benefit of that for the salon is our no-show rate is quite considerably lower than it had been in the past, because people have that constant reminder and you find people are much more inclined to give call if they have to cancel at the last minute.”

Kristian agreed, adding:”Phorest helps us with having next-to-no no-shows. Sending reminders is a massive thing within the salon to stop no-shows, and [creates] repeat business. So we can send SMS reminders and we can send email reminders.

“At the moment, we run 2% no-shows within the salon, because of all the reminders that the clients get.”

Direct Client Feedback & 5-Star Reviews with Online Reputation Manager

“So after the client’s been into the salon, especially new clients, are prompted to give us a review. And for us, we love that in the salon. One, to jump on to anything that was a really praising review to recommend, and help our team know that they’re doing such a great job. And if there was a problem, we can jump onto the problem straight away and fix it immediately before it becomes a bigger problem within the salon. And then if you do leave a five-star review, it does prompt you to leave a review on Google or Facebook for us. Phorest makes this seamless by gating the reviews, so only the best make it online. This helps Togninis gain new clients through social proof that we’re doing a great job in here.”

Togninis had 33 new Google reviews in 2022, and all of them were 5-star.

Kristian concluded: “If you are considering Phorest out there, the biggest thing is the continuous innovation of the product suite. There’s always something that’s being updated, something that’s being tweaked to run your business even better.”