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C A S E   S T U D Y

TAPPA HAIR SALON + BEAUTY BAR

OTTAWA, ONTARIO (CA)

It's been great working with the My Salon Desk Team.

Tanya Hill, Owner + Master Stylist at Tappa Hair Salon + Beauty Bar

Tapping into Technology with Tappa Hair Salon + Beauty Bar.

JANUARY 2021 

The addition of a salon + spa virtual receptionist answering service elevates Tappa as an early adopter of tech in beauty.

Tanya Hill is a seasoned salon professional; she is a Master Stylist with over 30 years of experience working within the Ottawa, ON beauty industry. She's operated multiple hair salons prior to opening Tappa, and even revived a struggling hair school that was eventually sold for a 3x profit. Moreover, she recently co-launched a mission-driven professional beauty e-commerce store designed to challenge and reimagine women’s beauty standardsBeauty for GoodIt's safe to say that Tanya is part of a small circle of salon + spa pros who have mastered the "business" aspect of owning and operating a beauty business.

Tappa Stylists merrily relaying new Covid-19 Protocol to clients.

In spite of Tanya's extensive professional work, she has always dedicated herself to education and progression in beauty. As a local industry leader, she has chaired multiple boards of the Ontario Ministry of Training Colleges & Universities and currently chairs the Algonquin College Industry Advisory committee. She has played a vital part in the continuous evolution and optimization of these programs and committees. 

It's this commitment to progress and advancement that lead Tanya to seek out the next opportunity for innovation within her beauty brand - salon virtual reception. 

Incorporating Virtual Reception.

Beauty for Good homepage.

While many beauty businesses in the US + Canada were left reeling after the first wave of Covid-19 related shutdowns in 2020, Tappa was blessed with the "challenge" of experiencing unprecedented demand for hairstyling services upon reopening. Under Tanya's masterful watch, Tappa successfully navigated the eye of the storm that decimated much of the industry. 

But the increased demand placed a strain on Tappa's limited front desk staff, especially as social distancing requirements limited maximum salon capacity. An initial search for a phone answering solution proved futile, as none of the major providers offered a service tailored to the unique needs of the beauty industry. When Tanya learned of My Salon Desk's Salon + Spa Virtual Receptionist specialty answering service on Instagram, she was immediately intrigued. 

She swiftly connected with our onboarding team and began discussing her business' needs. She stressed her desire for an answering service with articulate + knowledgeable receptionists who could guide her clients towards the appropriate appointment selection. She was also very interested in seeking support for up-selling + up-booking efforts for in-salon services, and wanted to collaborate on promoting sales via her e-commerce platform, Beauty for Good.

Location

Ottawa, ON

Licensed Stylists

15

Google Business Rating

4.4 / 5 

Avg clients / day

25 (pre-Covid)

Technical Integration

Tanya expressed her wish for "overflow coverage", whereby My Salon Desk virtual receptionists would answer calls that weren't answered by in-salon staff within 3 rings. However, Tappa Salon already had a complex network of forwarded phone numbers owing to Tanya's long legacy in the beauty industry and previous salon ownership - this complicated the feasibility of a direct call forwarding option. 


Her account manager alerted our experienced IT Team, who have extensive knowledge of telecommunications, API-based software integration, and data analytics. Our IT Team spent hours collaborating directly with her phone service provider on a potential solution to meet Tappa's needs, while her account manager kept her in the loop by translating the technical jargon into an easily understandable format. Although we typically prefer working with salon + spa appointment booking software that is Web / Cloud-based, our IT team was able to integrate her software's desktop app into our existing workflow.


Tanya ultimately decided on a customized virtual reception subscription for Tappa - part-time Voice Reception for busy days when the salon wouldn't have a front desk receptionist, and she decided to also introduce a live Voice-Call enabled web-chat widget. Our IT Team fully customized the widget with Tappa's colors + logo, and Tappa's account concierge developed a suite of custom pop-up messages to encourage web-chat usage (for instance, a web visitor who lands on the Hair Styling page will see a pop-up inviting them add a Wellaplex® treatment to their next hair service). After a client enters a message, they are instantly connected to one of our skilled receptionists who can advise clients on their service options and then subsequently schedule new appointments or edit existing ones.

Email response to a client who sent a message out-of-hours.

Custom web-chat widget on Tappa's website.

Instant Access to Concierge Support

Tanya's Account Manager has always been available to answer questions and make instant edits to her virtual reception service. 

Experienced Team of Receptionists

Tappa's client inquiries are answered by a small team of 4 beauty-experienced receptionists who work on a rotating schedule.

Direct Scheduling into Booking Software

Our receptionists can add and edit appointments directly into Tappa's scheduling software without needing any follow-up from Tappa's team.

Omnichannel Support

Our receptionists are able to speak to clients via web-chat and Web Voice Calls, and we can follow up on inquiries made out-of-hours via email or phone call.

Quote from Ranya or other Staff

Use this paragraph to describe what you do. This is a great place to let your visitors know who you are. Add useful information that your users may find interesting. What makes you stand out? Why you do what you do? What is your passion? Here is where you can just let go. Now is when you let them know. Zoho Sites, your site, your story. Click here to add your story.

Quote from Tappa Client

Use this paragraph to describe what you do. This is a great place to let your visitors know who you are. Add useful information that your users may find interesting. What makes you stand out? Why you do what you do? What is your passion? Here is where you can just let go. Now is when you let them know. Zoho Sites, your site, your story. Click here to add your story.

After the 2nd Round of Shutdowns...

Unfortunately, in December of 2020 Ontario entered a province-wide shutdown, forcing Tappa Hair Salon to close down again - the newly updated anticipated opening date is February 12, 2021. 


However, due to the success of the web-chat integration Tanya chose to retain her My Salon Desk Virtual Reception services through the shutdown. Since then, we've assisted Tappa's clients with rescheduling appointments and booking new appointments after the re-opening, and redirected clients to purchase products online via the Beauty for Good e-commerce platform.

Tappa is committed to beauty in ALL men + women.

Some of Tappa's Stylists' hair highlight work.

Salon Virtual Reception has enabled Tanya and the entire Tappa team retain a focus on servicing their clients' at-home needs during the quarantine - the salon has already hosted several successful curbside retail events and is still actively posting instructional content on social media. Our dedicated receptionists have lightened the load and made a challenging time just a bit more manageable. 

Welcome to the Future of Beauty.

We at My Salon Desk are pleased to support the next wave of beauty entrepreneurs seeking a high-tech approach to business.