Big News - Survey Results & New Offers
We wanted to say a big thank you to all our Guest Survey 2022 respondents for their participation. Being able to receive honest and candid feedback is an essential part of our growth as a business and brand.
We also wanted to provide everyone a short synopsis of our findings and how we are planning to respond to the results in the short, medium and long term.
Additionally, we wanted to let you know about some of the New Offers we are launching in response to the great feedback we received!
So what did we learn?
What do guests like the most?
Our customer care
Being able to text us
Quality of lashes used in service
Quality and professionalism of stylists
Ease of online booking
Recurring appointments
Extras: water, blankets, head towels etc
Calm and comfortable atmosphere
Massages
Late nights
We focus on three areas in our Guest Experience: 1) Booking Experience. 2) In-Service Experience. 3) Location Experience. We have worked hard over the last few years on all three and are thrilled to read that our efforts are paying off.
Guest experience expectations however evolve over time. Understanding what guests do not like or what they feel is missing is just as important as knowing what works.
What areas do we need to work on?
Booking Experience
Better website on how to choose your lash extensions
In-Service Experience
Better deals on Lash Lifts, Laminations, Tints and Massages
Auto-Check out to speed up exit
Provide long-time customers or those with memberships some perks
More later day/evening/Sunday availability
More standardized way of performing services
Location Experience
Openness of the room; noise issues
How likely are you to recommend us?
We scored 9.3 out 10! Thank you to everyone who supports our stylists and the salon. We couldn’t be more grateful.
So what can we do right away?
The feedback in this survey has been amazing and as you can see falls in line with our 3-Point focus on our Guest Experience. Some suggestions we had already been developing while others were new ideas worth exploring.
As a small business it is not possible to introduce solutions for everything but we can solve some now and build a longer term plan for the others.
Introducing “BFF” Beauty Packages - Buy Five for Four
Guests can now purchase a “Package” of 5 Lash Lifts & Tints or 5 Brow Lamination & Tints for the price of 4.
By purchasing a package of 5 bundled services for the price of 4, guests will save 20%!
In fact, guests will save even more!
Rather than paying $120 for a Lash Lift & Lash Tint Bundle, already with a $10 saving, guests will pay what equates to $96 for each session when they buy a BFF Package. This is a massive $34 or 26% saving over buying the services separately.
For the Brow Lamination and Brow Tint Bundle, rather than paying $110, already with a $15 saving, guests will pay what equates to $88 for each session when they buy a BFF Package. This is a massive $37 or 29% saving over buying the services separately.
Lift & Tint | Buy 5 for 4 | $480 | Save 20%
Lamination & Tint | Buy 5 for 4 | $440 | Save 20%
BUY ONLINE | Look for BFF Beauty Packages online HERE
You can also buy in the salon or call or text us on 214-357-5274 to add the package to your account.
Please note:
When you purchase the Package of 5 vouchers for the bundled services, each will be valid for 12-months from the date of purchase before they expire. Vouchers are not refundable.
Should a Master Stylist be used, the standard $15 Master Fee for Beauty Services will be charged on the day of service.
For Lash Refill Savings Plan Subscribers, the usual 10% Discount will not apply due to the heavily discounted offer.
Introducing “Auto-Checkout”
To speed up the checkout process for guests who would like to leave their stylist and head straight out, we are introducing an “Auto-Checkout” service.
A pre-agreed Tip Percentage will be applied to the service automatically enabling guests to leave immediately without having to wait to complete payment.
To request “Auto-Checkout”:
Text us 214-357-5274 and provide us with your preferred Tip Percentage.
We will make a note on your account to automatically check you out and apply this Tip Percentage on each of your check outs.
To turn off Auto-Checkout, you can text us on 214-357-5274 and request Auto-Checkout be removed.
Introducing the Glow Up Loyalty Program
We are thrilled every day to be seeing regular guests. It is a testament to how hard we have worked to build a salon and guest experience that guests enjoy time and time again. As we come up to the 2.5 year mark of the “New” business, we felt the time was right to introduce a Loyalty Program that can give back a little to all our guests.
Over the next few months, we will be enrolling our guests into the new Glow Up Loyalty Program. Members will earn points for each $1.00 spent and receive 2% Cash Back in essence when redeeming their points:
100 points for every $1.00 spent on Services, Products and Subscriptions. For example:
$138/mo Hybrid Refill Savings Plan subscribers will earn 13,800 Loyalty Points per month
$120 Lash Lift and Lash Tint will earn 12,000 Loyalty Points
Points are not earned on Tips paid.
5000 points equals $1.00 Cash Back. For example:
15,000 Loyalty Points would give you $3 back towards your service or tip.
50,000 Loyalty Points would give you $10 back towards your service or tip.
Guests cannot redeem points on online product purchases but will earn points. Points can only be redeemed at checkout in person.
We are looking forward to many of you building a nice points balance soon so we can get you that cash back!
Introducing Monthly Massage Plans
Guests have thoroughly enjoyed the re-introduction of massages. For this reason we are reintroducing Monthly Massage Plans so guests can save 15% on Hands and Feet Massage bundled services.
2x30 min massages/mo | $68 | Save 15%
2x45 min massages/mo | $102 | Save 15%
2x60 min massages/mo | $136 | Save 15%
4x30 min massages/mo | $136 | Save 15%
BUY ONLINE | Look for MASSAGE Plans | Save 15% HERE
Please note:
Unused massage vouchers will expire after 3-months, mirroring the Refill Plan vouchers policy. Vouchers are not refundable.
For Lash Refill Savings Plan Subscribers, the usual 10% Discount will not apply due to the heavily discounted offer.
What can we plan for the future?
Sunday Availability
With many back in their 9-5 working schedules and in the office, it is not surprising that later availability and Sunday services are being demanded. We are already opening more availability in the late nights in the week but it is clear there is strong demand for Sundays 11am-5pm too. We will be working with our Salon Director, Stephanie Bush and our staff on an altered schedule to be introduced later this year that will incorporate Sunday hours.
Noise Management
We already operate a “Quiet Zone” based salon to minimize cell phone use and keep conversation volumes manageable. However, noise will always be a challenge in our partially open concept. One solution is to introduce curtains for each station. This can add some extra privacy to each station and noise proofing.
Lashing Standardization
Lash Artists are like concert pianists. Each of them are amazing at what they do but they each do it a little differently! It can create challenges when guests need to use a secondary or tertiary artist.
As a team we have started to discuss ways to create more standardization between artists. Discussion on technique is one area we are looking at as well as including more wider use of our high quality 6D/8D/10D Pre-made lash fans.
We have seen some amazing results since introducing them. Not only do they create uniformity as they are pre-made and already open to a consistent shape, they stay open longer between refills.
We appreciate the honest feedback on technique and will continue to evolve our experience in the coming months to bring more standardization between artists.
Better way to choose lash styles online
As an independent business versus being part of a national franchise, building a better website for choosing lashes requires a significant monetary investment in web development. Providing an online visual questionnaire of sorts has been on the agenda a while. The COVID Pandemic has slowed down the introduction of certain website improvements but we are hoping to get something up later this year.
Thank you
Thank you to everyone for helping us stay at the top of its game. We can always #BeBetter and we are excited to introduce these New Offers, features and changes in the coming months to improve things further for our guests
See you in the salon soon!
Love,
James, Kimberly, & The Glow Up Crew
PS Congratulations to Ashley Newton for being picked in our Guest Survey Respondents Raffle! Look forward to seeing you in here soon for your full set!