Baa Baa imail Case Study

Introduction

Baa Baa’s is an innovative modern hair design studio based in Northampton town centre. The Baa Baa approach to hair design focuses on the needs of the client whilst responding to current trends, fashions and  techniques. The  hair design  studio prides itself on  the  professional,  friendly and  welcoming experience it provides to customers.

Baa Baa’s services on average 80 appointments a day from a growing client base of more than 4,500 people. Missed appointments can impact on productivity levels, so the studio previously contacted customers via a phone call, text message or email to remind of a forthcoming haircut or treatment. However, these communication channels were not always effective as calls can be missed and texts and emails ignored, so Baa Baa’s was looking for another means of engaging the customer in an affordable, flexible and convenient manner that would complement existing processes.

The Solution

Baa Baa’s selected imail to send postcards to customers direct from their computer to their front door with details of scheduled appointments. The service is accessed via the Internet, using a simple step- by-step web browser, so the company can target clients with physical A5 postcard reminders about planned haircuts and treatments.

Around 100 reminders are sent out each week prompting attendance, rebooking or cancellation, which has resulted in a noticeable reduction in missed appointments and increasing the productivity of each stylist. There has also been a visible trend towards clients booking multiple numbers of appointments, increasing the chance of them forgetting an appointment scheduled several weeks in advance. Baa Baa’s has been able to better address this potential issue by utilising the imail service to minimise no shows.

The feedback from clients has been very positive, with many appreciative of the reminder. This has provided an added differentiator over rival hair studios, enhancing customer service and supporting client retention levels. In addition, Baa Baa’s has been able to better communicate with customers by using the front of the postcard to publicise current promotions, special offers and new services. The company can upload its own pictures, logos and artwork to increase customer engagement and provide branding exposure.
 

“The ease-of-use and flexibility of imail makes it an ideal tool to remind customers of scheduled appointments. The system’s ability to send individual, customised alerts at a cost-effective price means that it represents an excellent investment when used in conjunction with our other forms of customer communication. imail has helped the studio make the most of available resources, improved the client experience and ultimately boosted profitability.”
Proprietor, Baa Baa Hair & Salon