Petra’s daily routine is quite hectic. As the mother of two teenage sons, her everyday family life is itself a challenge. This was reflected in her salon, which of course is not what you’d expect from a cosmetic studio. Telephone calls with her clients were very time-consuming for Petra, especially because she was unable to answer the phone during treatments. “There were times when clients had tried to call me four times in one hour, and I’d been unable to answer their calls.” Moreover, Petra was only available during her opening hours, since otherwise she would have had to take her large A4-size appointment calendar with her everywhere.
Another problem was when clients forgot their appointments – which Petra had been guilty of herself in the past
“I can understand it if clients forget their appointments every so often. However, I’ve also got my loss of revenue to consider.”
Furthermore, all Petra’s client information was stored in a simple, handwritten card file system. This made it difficult and time consuming to find client data. She had to pull out the file card before an appointment, since otherwise she would not be able to respond to the client fully if they asked about a previous appointment.
It is also very important to Petra to inform her clients about upcoming events or offers. However, this proved to be extremely time consuming, since she had to send every newsletter to each client individually. It was also difficult when she wanted to target only specific clients.
With all these challenges that came with Petra’s new self-employed status, it was only natural that she looked for help.
| Time-consuming telephone calls
| Handwritten client card file system
| Time-consuming newsletter distribution
| Short-notice cancellations