Providing the Vision Necessary for Precise Management, the Benefit of VIdegree Customer Relationship Management
"Regardless of the fact that it initially took a week's time to transfer customer information that was all previously written by hand and stored in files on paper into the new system, it was definitely still worth it. Going paperless to eliminate storage space for all the paper had the added benefit of making the store much tidier. It also became much easier to find a customer's information, which also made it easier to differentiate between customers. We no longer embarrass ourselves from time to time by calling a customer the wrong name," jokes Zhang.
"Regardless of the fact that it initially took a week's time to transfer customer information that was all previously written by hand and stored in files on paper into the new system, it was definitely still worth it. Going paperless to eliminate storage space for all the paper had the added benefit of making the store much tidier. It also became much easier to find a customer's information, which also made it easier to differentiate between customers. We no longer embarrass ourselves from time to time by calling a customer the wrong name," jokes Zhang.
In Zhang's opinion, taking root in the nail beauty & spa market requires careful management of the store's relationship with its customers. Although Bliss Nails & Spa is not a chain store, it had still managed to accumulate a large amount of customer information in the four years since its establishment. Therefore, in a chance encounter with GSS's VIdegree Customer Relation Management, due to VIdegree's convenience, ease of use, cloud capabilities, and attractive price, Zhang decided to sign the store up for the service, and re-organize all of their existing customer data.
"Regardless of the fact that it initially took a week's time to transfer customer information that was all previously written by hand and stored in files on paper into the new system, it was definitely still worth it. Going paperless to eliminate storage space for all the paper had the added benefit of making the store much tidier. It also became much easier to find a customer's information, which also made it easier to differentiate between customers. We no longer embarrass ourselves from time to time by calling a customer the wrong name," jokes Zhang.
It has already been a year since Bliss Nails & Spa implemented VIdegree. Zhang describes how VIdegree is used, "Less than 30 minutes are needed per day to file all the new data for the day. This includes recording the spending of each customer that day, keeping a detailed record of the types of service consumed by the customer, the amount spent and special requests made. Due to there being no specific amount of time between services in the nail beauty industry, VIdegree is extremely useful in immediately helping us refresh our memories when customers come in for return visits months later. Know a customer's history allows us to then provide them with the best of advice and service."
"I am very fond of the network connection chart feature! Our regulars often refer new customers to us. Every time an existing customer's friend or co-worker visits us for the first time, we are able to easily connect and view their relation using the network connection chart feature. Because some customers don't come in on a fixed monthly basis, but only get their nails done for special occasions, having to remember everything about a customer that comes in every 3 to 4 months ago can be quite a challenge for our nail beauticians. But using the network connection chart feature, we are able to quickly see the relationship customers might have with our other customers, which gives us something in common to talk to them about. Using this as an icebreaker, we are usually able to slowly remember details of the customer’s previous visits, and who they are, allowing us to maintain a welcoming and interactive relationship with our customers," shares Zhang appreciatively. She further believes that good customer service and interaction with customers helps customers feel a great deal more comfortable and respected when visiting.
For Zhang, running a shop requires good quality control. Still, quality isn't so easy to maintain in situations with limited manpower. But with the correct management philosophy, an emphasis on customer data, and a great deal of care, standing out and thriving in a highly competitive environment becomes achievable. Manager Zhang expresses that, "Regardless of the fact that they have used VIdegree for less than a year, she knows that there is still a wealth of features waiting for her to utilize and find applications for. At the same time, she has a deep appreciation for VIdegree, it really has helped her take good care of her customers, helping the customers of Bliss Nail & Spa to know what true happiness means!"
