On-line booking

[totalbirdbrain]

Hi

I've just created a website and am considering putting an on-line booking app on it. I'd be interested in anyone else's experience's, whether positive or negative.

Many thanks!
Sherri

 

[Ruth Mills]

There are a fair few systems out there (as well as some that are still in development); the sort of things you would need to look out for are:

(1) Functionality - does the system provide everything that you need it to do?

(2) Ease of use - is it user friendly and easy enough for a non tech head to use?

(3) Cost - is the system provided at a reasonable cost, does it provide good value for money for what you are getting?

(4) Flexibility - can you easily customise the system to meet your needs?

(5) Security - is the system secure? Is the company storing your clients' data registered with the Information Commissioner's Office (ICO) under the Data Protection Act?

(6) How easy is it to integrate the application in with your existing website? Can the online booking application be easily "skinned" to look like your existing website?

(7) Reliability - can the company providing the system guarantee that it will be available 24/7? Do they back up your data on a regular basis? Does the system have design features to minimise the risk of an outage, e.g. by periodically emailing you details of appointments, so you have got a copy in case there's a problem with your internet connection, or the company's server goes down for whatever reason?

 

[totalbirdbrain]

Great thanks, will bare all those in mind. One negative thing I have heard is of people booking appointments, not because they want to, and then not actually turning up. Is it possible to ask for them to pay at the time of booking?

 

[Ruth Mills]

Great thanks, will bare all those in mind. One negative thing I have heard is of people booking appointments, not because they want to, and then not actually turning up. Is it possible to ask for them to pay at the time of booking?

Well it should be possible to integrate online appointment booking in with something like Paypal or Google Checkout - and they would have to pay at least a deposit by one of those methods before the booking is confirmed as a "firm" booking...

 

[NoLimitNails]

I have online booking and so had the salon I worked for.

I can only say go for it (taking Ruths advise with you) I have not had problems with client booking and then turn up. Inmy system you have to register with details such as number, name and address and I state on my site and at the online booking site, that no-shows costs the full treatment booked and by doing so I'm entitled to send out bills if they don't come around and pay (danish law, don't know about here)

I have had only one prank, they signed up with my business name and address, but didn't book a treatment, so fairly easy to just delete.

80% of my new clients (remember I've got a new salon, so not been in business for that long) has booked through my online booking. Maybe the other place I worked was 60%. The loyal clients have different prices if they rebook at the day, so everyboy does

Oh and my system sends out text-reminders 24 hours before their treatment, so nobody forgets either:green:

Hope this helped a bit.:hug:

 

[fozzyo]

It all depends on your clients and treatments. My fave Barbers (www.joesbarbershop.co.uk) has an online booking system where all appointments are made and it works really well.

One of the successes here is that Joe and his staff know that a cut won't take any longer then 30mins, so they can take bookings at set 30min intervals. The problem that may occur with an online booking system is treatment length, you have to allocate each treatment a set length, and must include clear up and turn around in this. Can you confidently say that every treatmnent would fall into this category, does a first time client take a bit longer?

Also what is the demographic of your clients - would they prefer to book by phone, in person or online? How will you manage the diary when taking appointments on the phone?

I know a few people use something like Google Calendar to manage their appointments, and they then make this available to clients to look at (just showing free/ busy not details) so they can see when they are busy. And of course this is free and easily integrates into your phone, PC etc if you wish.

Mat

 

[xtinajk]

Hi

I've just created a website and am considering putting an on-line booking app on it. I'd be interested in anyone else's experience's, whether positive or negative.

Many thanks!
Sherri

My hairdresser is now registered with an online booking site INAA.com. I now book my appointments on that. He said it's been quite good for bringing in new clients as well.
I've found it fast and easy to use, better than calling to book!

 

[***juice***]

I love online booking - I'm usually at work or studying during salon opening hours so have to book miles in advance by phone a lot of the time. Online booking is a godsend for stuff like this.

This is what one salon I use does, I really like it, the only problem is if you want to book an appointment for say threading and waxing you've got to do the process twice rather than being able to stick two appointments in at once:

Brazilian Waxing Company in Manchester,Hollywood Bikini,Women,Men,Threading

 

[totalbirdbrain]

Hi thanks for that, had a little look and looks pretty simple

 

[App'ment Diary]

Hi

As explained above most of the basic should be covered by any online booking system, there seem to be a few out there ranging from the expensive where they want you to buy their laptop/PC etc to those who allow you to sign up and pay as you go so you feel safe that you can cut your costs at anytime, (a lot to be said about that in this day and age) sign up for a free trial and if they don't offer one then that will tell you enough.

You can do also most eveything these days online; shopping, book holidays, banking, the list is endless so why not book a hair or beauty appointment? Yes desposits may be a good thing for new clients but regulars you may have differnt feelings about and I'm sure 95% of any established business is made up of regulars, so "hopefully" the trust element is there, if not you would be able to block the client from the site or make them pay a deposit.

One thing to remember with an online booking system, YOU should still be the one in overall control.

 

[totalbirdbrain]

I am also a little confused over the logistics of it, the laptop doesnt stay out at the main desk all the time as we dont always have reception cover, so if someone phones to book and we are able to answer between clients we'll have to keep running back to the laptop to see whats been taken? My website host has an online booking system but I know there are plenty of others out there, if I prefered someone else's how would I link that to my website?

Confused.com!

 

[App'ment Diary]

It's just a case of adding a link from your site to the Appointment Diary of
your choice, the booking can then be made and when the user logs out they (only speaking from personal experience) will return to your site.

With regards to the logistics I can see your worry but technology is on your
side, of course some sometimes at a cost! With our system and I would hope
most others you will receive email notifications (which are free I hasten to
add, no matter how many are sent), if you upgrade your phone to a blackberry
(these are offered free by most networks on contract and getting cheaper to
buy) you will never miss when a booking is made. Get an iPhone an the world is your oyster, web on the go!

To be honest if you speak to the Appointment Diary provider almost any worries you have can be overcome and have probably already been asked before.

I understand your fears but don't let them get in the way of progressing your
salon and providing an excellent added value service to your clients.

 

[Chlo]

How much do these online booking systems cost? I'm really interested. Where do you actually purchase them from? x

 

[App'ment Diary]

Chlo costs vary quite a lot, type in Online Appointment Diary in google or yahoo and plenty will come up, ours is just £10 per month.

 

[Chlo]

Thankyou! x

 

[tog]

Not sure if it would work in my salon as the same treatment could take a different time on different clients, eg a full leg wax on a large/tall client could take 15 minutes more than for a petite/ not very hairy client.

And what about one of my clients who always says ' oh, Cathy knows how long I take' which then necessitates more questioning from us as to exactly what she wants done . . .

Or a new spray tan client - there are so many things they need to know about preparation before they come in for their treatment.

Call me old-fashioned but I'd rather speak to clients myself, also I think it gives reassurance to new clients when booking if they have questions they might need answered.

But I've never used online booking systems so I do not speak from experience.

 

[App'ment Diary]

It's a good point you raise about clients all being different but a good Appointment Diary will deal with this, our system allows you to set up a standard company duration for each treatment which is the default for new clients.

You can then set up each regular client to a taylored duration for each and every treatment they have, so it's your knowledge about the clients being used, no matter who books the appointment. Better still you only need to set up each client once, the same goes for pricing and discounts.

 

[torella]

Surely mistakes can be made? when 2 people book the same appointment slot? Or would it automatically update the system at the salon?

 

[Ruth Mills]

Surely mistakes can be made? when 2 people book the same appointment slot? Or would it automatically update the system at the salon?

No, with most online appointment booking systems, the appointment database would be held on a central server, e.g. in a secure data centre.

If the system is well designed, then double booking should be impossible; data access should be transactional, so that a booking takes place as a single transaction within the system, and if two people attempt to book the same appointment slot, then the second attempt to book the slot should fail with an error (saying that the slot is no longer available), and the second person's database transaction should "roll back".

As I see it, the main advantage of an online booking system is that it can be accessed from anywhere that there is an Internet connection - thus giving clients the power to book their own appointments online via the Web - as well as giving salon owners the flexibility of being able to manage their appointment book anywhere - not just in the salon - e.g. they are able to log on from home, or even on the move (if they have a suitable smartphone) - this being ideal for mobile therapists, for example.

 

[Ruth Mills]

Surely mistakes can be made? when 2 people book the same appointment slot? Or would it automatically update the system at the salon?

Also, access to the system at the salon would likely be either via a Web browser, or a dedicated "thin client" application (e.g. should additional functionality be required, such as integration with a till, barcode reader, receipt printer, etc) - so the salon's computer would always access the central server to retrieve data (although a well-designed client application would also "cache" data in the event of the Internet connection with the central server being broken - so the salon would be able to continue with "business as usual" if there was ever a problem with their broadband, for example).