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Client Profile

Harbor Bay Club in Alameda, Calif., is an athletic facility that offers a full range of activities and programs, including spa services. The Spa at HBC provides such services as Pilates sessions, facials, clinical peels, manicures and pedicures, massages and waxing to over 750 clients each month. Administering these services are professionally-trained and certified therapists.

The Problem

The Spa at HBC booked its spa appointments in a more traditional way before using Appointment-Plus. Clients contacted the spa's reception desk by phone or in-person to check on available days and times and book their sessions. The reception desk staff would then manually record the appointments in binders. Staffers would contact scheduled clients via phone to remind them of their upcoming services. This appointment-setting process proved inefficient, as costly scheduling mistakes sometimes occurred and clients could only schedule appointments during normal spa business hours.

Analysis

The Spa at HBC determined that a secure, online appointment-scheduling software could help it not only better manage its reception desk and client appointments, but also offer clients an online resource where they could schedule their own appointments 24 hours a day, seven days a week, and receive e-mail confirmations and reminders on their upcoming sessions. Additionally, the Spa anticipated that such software could also help decrease the number of scheduling errors it regularly encountered with its current appointment-scheduling procedures.

Solution

Paulette Staats, director of Spa Services, learned of Appointment-Plus scheduling software through a colleague at the Harbor Bay Club. Following a brief search of other scheduler providers, she chose Appointment-Plus for her spa scheduling needs. Among the reasons for her decision were the software's functionality and the visual appeal of both the front- and back-ends of the system.

Result

The Spa at HBC is better managing its client scheduling thanks to Appointments-Plus. It's now using the software to book not only spa services and Pilates classes, but also tennis courts and times. Over 40 percent of clients now self-schedule, manage and pay for services and classes online, which saves staff time that they can devote to other tasks. Additionally, Appointment-Plus is helping the spa reduce the number of costly scheduling errors, saving it over $500 per year. Ms. Staats says the reception desk and her therapists utilize most of the functionality available in the software, including confirmation, reminder and 90-day e-mails and service packages; the e-mail reminders eliminate the need for customer reminder phone calls, which were oftentimes inconsistent. Both staff and clients enjoy the convenience of using Appointment-Plus, which Ms. Staats says has helped build the business.