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Customer Spotlight Small Business Owner Spa Industry Spa Management

Customer Spotlight: Laser Spa Group

Bozana Skojo was recently awarded the title of Software Savant in DaySmart’s 2021 Small Business Brilliance Awards. This recognition honors customers known for their resourcefulness, who leverage their dynamic DaySmart toolkit to continue driving business forward even amid challenging circumstances.

The owner of Laser Spa Group in Hamilton and Burlington, Ontario, Bozana is committed to providing her clients the highest quality of care. We recently spoke with her to learn more about how her software investments help her achieve this mission, especially amid the disruption of the pandemic.

Q: To start, we’d love to learn a little more about your business. What sets it apart from others?

A: When I opened Laser Spa Group 18 years ago, we were the first spa in our area to offer laser treatments. We’ve since performed over 75,000 treatments to date, on about 10,000 clients. Our staff of nine aesthetic professionals have a combined 150 years of experience, and we also offer professional development courses for aestheticians and nurses to enhance their careers.

Q: How long have you been using Orchid? What inspired you to start using the software?

A: I’ve been a loyal user for 11 years now! I was a one-person show when I first opened my business, so as I got busier, I needed help with managing client information and treatment packages. At the time, all I needed was a way to track their services and where they were at in their treatments, and a good scheduling calendar. As we expanded our staff though, we needed a digital platform that could grow with us.

Q: What has been your experience with the software?

A: Orchid offers us convenience. We can create notes on laser settings or treatment parameters in clients’ profiles, which the receptionists can use when they call in to book an appointment so there’s no guessing at which treatment was suggested for them or what it’ll cost. Once we launch our new website, we’ll add the online booking feature, which will alleviate congestion on the phone lines further. We can have up to 30 clients come through the clinics each day, so it’s important to have as many operations streamlined as possible so that we can function efficiently.

The email marketing features have been invaluable. It’s a great way to alert clients to flash sales and monthly promotions and to generate interest in products or services that they might have always wanted to try or that they didn’t even know we offered. We also use Orchid to track coupon activations, to monitor which offers are working best, and loyalty points. Our goal is to execute as much marketing interactions as we can with clients to encourage repeat business.

It’s also been great to have Orchid’s immediate support whenever a member of my staff needs help troubleshooting, especially for new hires who are learning the system. I’ve been contacted by other software companies over the years to try their products, but I’d never give up the capabilities Orchid offers. There are capabilities I don’t even realize I need as a business owner, and Orchid continues to grow and come up with new solutions. I wouldn’t have the business I have without Orchid.

Q: How has the pandemic impacted your business?

A: We were closed for six of the past 11 months, so we’ve had to reinvent how we generate income these days. Orchid’s remote access enabled us to work from home and book virtual appointments to secure revenue for the clinic. I couldn’t live without the remote access!

Q: How have you used Orchid over the past year to keep business moving amid disruption?

A: We used Orchid’s marketing features throughout the lockdown to email newsletters communicating the status of the clinics, updates to policies and procedures and information about monthly specials, as well as curbside pickup details for spa products. We also introduced virtual skin consultations during the shutdown, so we configured the appointment notification templates with information about the new service, like how to get themselves set up in the consultation system and pre- and post-care instructions. I think we’ll definitely keep the virtual consultations once business returns to normal, so that if a client can’t get to the clinic for whatever reason—say they have kids, or they don’t have a car—they will still have the option to keep their appointment.

To learn more about how Orchid Software can help with your business’ reopening—as well as other key tips for business owners during this time—visit our blog.

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Customer Service Customer Spotlight Small Business Owner Spa Management

Customer Spotlight: Allure Skin and Laser

Allure Skin and Laser

As part of our commitment to supporting and educating entrepreneurs, we’re spotlighting Orchid customers impacted by the pandemic to learn more about how they’ve adapted their operations to overcome resulting business challenges. The passion and innovation of these customers have never been more pronounced than in their responses to the difficulties posed by the coronavirus outbreak, and we hope their stories serve as a guide for those navigating similarly difficult situations.

 

We recently spoke with Ann Ossanna, owner of Allure Skin and Laser in Queen Creek, AZ, to learn more about her experience running a medical spa during a pandemic, including how she’s using software to mitigate business disruption.

Q: To start, we’d love to learn a little more about your business.

A: We opened in 2008 as a medical practice and quickly expanded into an aesthetics one. What sets us apart from other spas is that we have an onsite, board-certified doctor available to answer staff and patient questions.

 

We specialize in anything skin related: injectables, Botox, Juvéderm, laser photo facials and hair removal, various chemical peels, antiaging rejuvenation and micro needling—we like to offer the newest technologies that are available. We also sell medical-grade skincare, including our own private label.

Q: How long have you been using Orchid? What’s been your experience with it?

A: We’ve been using Orchid since the beginning, when it was still on discs! Before that, we were using an EMR system, then paper charts. Now we’re using the online version of Orchid. We use the software for scheduling, check-in and checkout processes and to send text and email reminders.

 

We love having the Orchid app because it allows us to keep track of what’s going on at the spa even when we’re out of office. We can easily check inventory and schedules in real time. Especially during the pandemic, the app was helpful because it gave us remote access to the inventory so that we could pull together product for clients, and it allowed us to conduct virtual consultations.

Allure Skincare

Q: How has the pandemic impacted the way your med spa operates?

A: We were closed for service for about six weeks at the start, which was understandable because I didn’t think we were an essential business. Fortunately, we were able to keep our staff on payroll throughout the closure. During that time, we were offering curbside pickup for products.

 

We’re reopened now, limiting the number of patients in the space and staggering appointments. We try to keep the waiting room empty and get clients right into their treatment rooms. We’ve also decluttered the waiting area by eliminating items people could touch. Everyone wears masks at the spa, and we’re immediately disinfecting everything that people touch, like phones and pens.

 

As a medical spa, we’ve been thoroughly disinfecting for the past ten years. For example, if we do a laser treatment, we wipe down every surface—the cords, the touch screens, the chairs. We’ve always been careful about maintaining the highest standard of cleanliness because we recognize that people are choosing to come in, so we want to put safety first and offer them a high quality of service.

Q: Are there any changes you’ve made to how you run your business that you intend to uphold once business returns to normal?

A: We’re not charging late fees if patients aren’t feeling well. If that’s the case, we’re happy to reschedule—we’ll continue doing that.

Q: Are you preparing for a potential coronavirus resurgence?

A: The idea of a resurgence is always present. Even before we officially shut down the first time, we had been thinking about how we could wind business down, as it didn’t feel right to stay open during that time. If we have to close again, we will do whatever is required because the ultimate goal is safety for everyone, including my staff and their families. We need to keep looking at the long term, and if there’s something we can do in the short term to help that, then we’re going to do it.

 

To learn more about how Orchid Software can help with your business’ reopening—as well as other key tips for business owners during this time—visit our blog.