I recently had the pleasure of visiting one of my favorite salons in the Washington, DC, area for coffee. It opened less than a year ago, but the owner of Casal’s dé Spa & Salon is no newbie. Thom Ciarniello has been an industry leader and a SalonBiz user for decades! I met Thom at a salon business education event a little over seven years ago and pretty much fell in love… with his knowledge, his personality, smile, laugh and his great hugs! When he opened a salon in my neck of the woods, I had to go check it out.
I’ve been to more salons than I can count, and when one has “it,” you just know it’s special. Casal’s oozes “it”–they do everything right and have an outstanding staff, led by William and Therese. Plus they make me feel like Norm from Cheers every time I open the door (I just love that).
One of the great things about my job is that I get to actually see our tools being used. I’m always interested in how our customers are using them, seeing how they are helping their business grow and taking suggestions back to our team on how we can make them even better. On my last trip to Casal’s I was dying to see how they were using SalonBiz Mobile, so I sat down with William and Therese to get the scoop!
William McCauley & Therese Snow
Casal’s dé Spa & Salon – Arlington, VA (just outside of Washington, DC)
He’s an owner, she’s a manager and they are both amazing stylists behind the chair!
Years in the industry
William – 20
Therese – 13
Coffee or Tea?
William – Tea
Therese – Coffee
What do you do when you aren’t doing hair?
William – I’m a runner, I love to run and exercise. I’m always out and about walking around. I also enjoy photography. It’s fun to walk around and take pictures.
Therese – I love to cook! I’m also an avid reader–I’ve always got a book. I also like to explore the city.
What do you love the most about your favorite client?
William – The perfect day for me is when you get the guest that says “do what you want” and they trust you and you deliver and make them look and feel fantastic.
Therese – The conversation! I love talking to my clients and getting to know them and the insight they bring.
What type of phone do you carry?
William – iPhone5
Therese – Android
How do you use SalonBiz Mobile?
William – I use it…probably too much! I’m always checking my book and my numbers and the stats for the location.
Therese – I use it to view my book and check my numbers to set goals for myself. I’m always looking to see where I can fill my book and where I can increase sales.
How did you implement it?
William – It was pretty easy, we introduced it to our team at a meeting. We talked about what it was then we showed everyone how to log in and use it.
Therese – Everyone was very receptive, our team is pretty young they all have phones and picked it up very quickly.
What is your favorite Mobile feature?
William – The STATS!
Do you mostly view your book or do you also make appointments?
Therese – Even split…50/50.
How often do you check your stats?
William – Hourly!
What would you say to another owner/manager who is worried their staff will abuse it by making “fake” appointments?
William – People do that?! That is part of a location’s culture. Our staff knows this tool is to help them and it would only hurt them to sabotage their own book. We have a great team and if they need an hour here or there to run an errand or even go to a concert all they have to do is be honest!
What’s your pre-booking best practice?
Therese – We are direct, and we give each client a clear recommendation when we would like to see them again to maintain their style. We also pre-book most of our color clients while they are processing to save time at checkout and to ensure that the appointment is booked correctly.
Mobile technology is booming and most wouldn’t argue that it is the present and the future. There are 87% of American adults who own a cell phone and a typical user looks at their mobile 150 times per day! Keeping connected will continue to get faster and easier for mobile users. We created the mobile suite because we want to keep you connected to your business. We will continue to build and refine our mobile tools to promote connection, encourage engagement and drive performance. If you have any ideas or thoughts you’d like to share – let us know in the comments below.
Sources: pewinternet.org, Communities Dominate Brands