Cutler Salons BOLD PATHS TO SUCCESS. MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 1

Transcription

1 MINDBODY CASE STUDY Cutler Salons BOLD PATHS TO SUCCESS MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 1

2 With MINDBODY, we can do everything in one place. That means more time spent with our clients and more money earned. Derek Reynolds General Manager, Cutler Salon New York: Brooklyn, Park Avenue, SOHO and Midtown Derek s Story Derek moved to New York while in his early twenties and ended up working in Finance. It was a great way to pay the bills, but I was miserable. I majored in music and wanted something where I could use both my creativity and my business savvy to make a living. A friend of mine was working at L Oreal at the time. He suggested I apply there. I did, and they hired me. After turning 30, Derek had a What am I doing with my life? moment. I moved to Nashville to work with a friend who owned a 10,000-square-foot salon. Then, while in New York on a business trip, Derek met his future husband and eventually moved back to New York to be with him. Upon returning, he met up with a former contact, Rodney Cutler. Rodney was eager to hire Derek and created a position that would utilize Derek s extensive background and promote Cutler s already established and esteemed brand. MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 2

3 The Challenge When Derek started at Cutler Salons, it had four locations that operated as separate entities: three in New York and one in Miami, Florida. If you wanted to schedule an appointment, pull reports for staff or view a client s notes and history, it was an incredibly cumbersome process. You had to get on a computer, remotely access the server, find the location you were looking for, pull the information, it to yourself and print it out. And you had to do this for every location separately. There was no way of handling it all in one place. And adding a new location was complicated and just as time-consuming! Eager to streamline operations for all their locations, Derek began his search for cloud-based software to replace their existing system. It became pretty apparent that, in order for us to start taking our business to the next level, we needed MINDBODY. It is by far the best solution because it allows us to access everything from one place. The Solution New Yorkers don t want to be put on hold. Because of MINDBODY, they aren t. With MINDBODY s real-time scheduling, Derek s beauty technicians can easily adjust their schedules in real time to meet the needs of their clients. And when clients call one salon to make an appointment at another location, the receptionist can easily check a stylist s schedule without having to put the customer on hold and call the location to check the books. Scheduling is no longer a nightmare for our 100+ stylists who work at more than one location. The MINDBODY Connect app also allows his clients to easily access stylists schedules without having to call in. Our staff now spends less time managing schedules and more time with our clients. MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 3

4 Travel sheets save our stylists from having to search through customer cards and appointment books. With MINDBODY s client notes feature, Derek s stylists are able to record color formulas, make comments and review a client s service history in seconds. When customers show up for their appointment, the technician no longer has to search through notes, call another location or try to access a remote server to get information about a current or previous appointment. And it s all accessible from the MINDBODY Express app, too. With the app, our staff can take payments and look up a client s history and formula, all at their chair. MINDBODY makes expanding so easy! When opening a new location, Derek used to have to spend time on the phone with their previous software provider, request that an additional client list be created for each location which often resulted in duplicate or missing client information and hope everything worked. Now, opening a new location is as simple as point and click. We save so much time, and in our business, time is money. For salon or studio owners considering expansion, there isn t a better solution. MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 4

5 The Results INCREASED REVENUE $126,000+ additional revenue With MINDBODY s merchant account processing, Derek s staff can quickly process payments in the salon and on the go with MINDBODY Express. And because credit card processing is integrated with their MINDBODY software, they can easily view all transactions and daily totals, both online and from their phone. Since first using MINDBODY salon software in 2005, Cutler has increased its revenue by %. ELEVATED CLIENT RETENTION 7,442 clients came back The challenge for any business is attracting new clients and luring them back. With MINDBODY reports, Derek can quickly view all clients, whether new or existing, and use that information to determine who to send promotional offers to, enticing new clients (or those who haven t been in for a while) to return. With 52.8% of clients returning, Derek s salons far exceed the 30% industry average. 1 88% of clients show up for their appointments REDUCED NO-SHOWS Cutler s staff save hours of their time with MINDBODY s automated appointment reminder s. When appointments are booked, an is automatically sent to their clients reminding them of their appointment, substantially decreasing their number of no-shows. All data represents year-over-year change from October 2013 October MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 5

6 The Future With MINDBODY software and their free apps, we ve successfully created a virtual front desk where all appointments are scheduled online or from a mobile device. Cutler is in the process of renovating, a new salon in Brooklyn Cutler Williamsburg where they will offer clients the benefits of a full bar and restaurant menu to complement their new look, as well as a completely mobile front desk experience. With four locations in New York, they have no intention of stopping. Cutler has aspirations of becoming a global salon brand, and is currently in the process of negotiating a new location in Melbourne, Australia. It s important that we keep pushing the envelope for our team. They deserve the best and it s our responsibility to give them just that. Discover the software that ll put your business a cut above the rest. Request a tour today at mindbodyonline.com/talk-to-a-sales-specialist. 1. Ducoff, Neil. (2015). Driving Client Retention: 9 Ground Rules Every Salon/Spa Must Follow. Behind the Chair. MINDBODY CASE STUDY Cutler Salons Copyright 2015 MINDBODY 6