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How ezConnect helped SKIN SENSE bring back lost guests and transform its communications

Updated: Mar 8, 2023

Learn how award-winning day spa SKIN SENSE leveraged ezConnect’s 2-way messaging to increase guest retention and reduce no-shows

“ezConnect has transformed our spa business by providing instant 2-way communication with our guests. The SMS piece is vital for us and has really helped us get back clients we’d lost over the years. It’s noticeably reduced our no-shows, and our front desk and guests love how easy the product is to use.” - Angela Padgett, President, SKIN SENSE, a day Spa

With 33 successful years in business, SKIN SENSE, a day Spa has a reputation for promoting total body wellness and bringing balance to the lives of tens of thousands of clients.


However, over the years, owner Angela Padgett has seen a shift in the way guests want to communicate with businesses and needed a more efficient way to not only reach out to guests but help bring back those they’d lost.



The Challenge

SKIN SENSE needed an effective way to communicate with guests and recover those lost over the years. With low email open rates and full voicemail boxes leaving existing methods inefficient, especially in emergencies, SKIN SENSE required an easy, and less time-consuming way for FDOs to connect with guests.

The Solution

ezConnect's 2-way messaging capabilities gave SKIN SENSE an effortless way to communicate with guests and reach them fast. SKIN SENSE successfully leveraged SMS messaging to increase guest retention by effectively communicating short notice changes. The day spa also reduced no-shows through sending instant appointment confirmations, and last-minute reminders via ezConnect, allowing FDOs to reschedule as necessary. ezConnect enabled SKIN SENSE to:

- Utilize 98% open rate for SMS to recover lost guests - Contact guests in emergency situations when they cannot be reached by phone

- Keep up with guests’ increasing preference for texting over talking


"We’ve seen a significant improvement in guest retention with ezConnect, and the instant text messaging feature has been a game changer as we can connect with guests much faster. It’s also reduced our no-shows as we can send appointment reminders and notifications, then reschedule accordingly. It’s hugely valuable for our spa.”

Conclusion

ezConnect has been a game changer for SKIN SENSE, making it possible for them to reach guests quickly and effectively, reduce no-shows, and bring back lost guests. The instant notification feature, and 98% open rate for SMS have made the platform a hugely valuable addition to the day spa's business operations.



For more information, visit simplified.io/ezconnect or contact sales@simplified.io.

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