0:01

In today's throwback edition of our

0:03

podcast , we are going back

0:05

to episode 140 , where

0:08

I interviewed Jules Reese . He's

0:10

a customer success manager at Boulevard

0:12

. It was one of our most popular episodes

0:15

. Jules breaks down the top

0:17

five reports every salon

0:19

owner needs to know about and shows

0:22

us how to use them for our business growth

0:24

. I think you're going to enjoy it . Welcome

0:27

to All About Hair , the go-to

0:29

podcast for stylists , salon

0:31

owners and anyone passionate about

0:33

hairstyling . Whether you're a seasoned

0:35

stylist refining your skills or

0:38

a curious listener looking to enhance your

0:40

hair knowledge , we've got you covered . I'm

0:42

your host , denise Kylitz , a former

0:44

stylist and salon owner with four

0:46

award-winning salons under my belt

0:48

, with over 30 years of experience

0:50

, I've dedicated myself to helping stylists

0:53

excel in foundational haircutting , color

0:55

theory , client communication and more

0:57

, enabling them to build six-figure

1:00

careers they can be proud of . My

1:02

mission is to uplift our industry

1:04

by sharing valuable insights gathered

1:06

along my journey . Get ready for

1:08

enlightening discussions , captivating

1:11

interviews and practical advice on

1:13

marketing , sales and technical

1:15

skills . This is the podcast

1:18

all about hair . Today

1:20

, we have a guest with us , jules

1:22

Reese . He is from Boulevard and

1:25

that's a program for your POS system

1:27

for salons and med spas and

1:29

basically any service industry

1:32

that makes appointments . Am I right ?

1:34

Sure exactly . We like to pose ourselves as

1:36

a beauty and wellness brand . Who happens

1:39

to create technology to support

1:41

those businesses ?

1:45

technology to support those businesses . Fabulous

1:48

, yeah . And Jules supports the

1:51

business owners by helping him or her read reports , use technology

1:53

to their advantage , things like that . So

1:55

before I slaughter it , I'm

1:58

going to have Jules introduce himself

2:00

and let us know a little bit more

2:02

about him , how he got to this position

2:04

and a little history from

2:06

just being in the beauty industry .

2:09

Thank you so much , Denise .

2:10

Absolutely .

2:11

First , thank you so much for having me on your podcast

2:14

.

2:14

I'm glad you're here .

2:16

I think I'm about 20 episodes deep and

2:18

I've really enjoyed listening to

2:21

the different topics that you speak about on here , Thank

2:23

you . So a

2:26

little bit about me . So currently I

2:28

am a customer success manager

2:30

at Boulevard , the beauty

2:32

and wellness brand that caters

2:35

to these appointment-based businesses . By way

2:37

of technology , we

2:39

are a complete

2:41

salon or business

2:43

management software providing

2:46

scheduling , point of sale

2:48

reporting , inventory management

2:50

, integrated marketing and

2:52

a lot of other features too . A

2:56

little bit of context about me and

2:58

how I got to Boulevard . I

3:01

started . If we want to go , I

3:09

started . If we want to go far back . Growing up , I had a head full of curly

3:11

hair , didn't know how to style it , Therefore , I hated it , and when

3:13

I found out that you could style hair

3:15

for a living , I knew that that's

3:17

what I wanted to do , because I didn't want anyone

3:19

to feel self-conscious or

3:21

unsatisfied

3:24

with the way that they looked and the way it affects their

3:26

confidence et cetera . So

3:29

I started my

3:31

beauty industry journey

3:34

by starting as a receptionist

3:36

at a salon in Dayton , Ohio . I

3:39

transferred to one of their locations

3:41

in Columbus , Ohio , and attended

3:44

the Aveda Institute in Columbus

3:46

. I went and became

3:48

licensed , got a year of experience

3:50

under my belt before leaving Ohio

3:52

and from there on

3:55

out I bopped around from

3:57

New York , LA , San

3:59

Francisco , back to LA , back to New

4:01

York , and depending

4:04

on where I was or what

4:06

position I was hired for , I felt

4:08

like I always had a hand being

4:11

behind the chair and behind

4:14

the scenes . So I

4:16

was often managing and

4:18

styling hair , and those

4:20

businesses ranged from local

4:23

mom and pop shops to multi-location

4:26

corporate salons , franchised

4:28

businesses between

4:31

full-service hair , skin

4:33

and nails salon to barber shops

4:35

, to blow-dry salons , to luxury

4:38

Wow Anyways . So

4:40

basically , I wanted to kind of

4:42

get a little bit of

4:44

everything out of the industry , just because it's

4:46

a fascinating industry .

4:48

It is .

4:49

Over time I became more

4:52

interested in the administrative

4:54

side . Reporting , which we'll

4:56

talk about today , became a huge interest

4:58

of mine . And besides

5:01

, the salon operations , how do you take

5:03

that information back behind the

5:05

scenes and what do you do with that

5:07

information to encourage

5:09

better client behavior or encourage

5:12

better staff behavior ? Or

5:14

what do you do with this information

5:16

to get your business to the next

5:18

level ?

5:19

Right .

5:19

Yeah , so

5:26

here at Boulevard , I've been here for about a year and a half now

5:28

as a customer success manager . I manage a book of businesses

5:30

. Some are facial studios , some are salons

5:32

, some are nail studios , lash studios

5:35

, et cetera . But I

5:37

am a point of contact

5:40

for them to consult with what

5:43

, like , how do they do

5:45

X , y and Z ? Or here's

5:47

this platform that they're using , here's

5:50

all the amazing tools , but , like , how do you apply

5:53

it to your current business model ? Or

5:55

do you want to change your business model , and how can the platform

5:57

help you do that ? So

6:00

, more so , I guess

6:02

, software and business implementation

6:04

, if you want to shortly ?

6:05

Okay , wow , well

6:08

, the reason why we thank you for that

6:10

. It seems like you have a lot of

6:13

background . You could probably help a lot of owners

6:15

do various things , probably even

6:17

get behind the chair a little bit .

6:20

Yeah , I miss it . I have been .

6:23

Yeah , so curly hair

6:25

. So you just went and and if

6:27

people can't see , you go on our YouTube

6:29

channel . Take a look , watch the whole video

6:31

. So you just shaved it off .

6:33

You just like forget it well , you

6:35

know what is um interesting

6:37

. So it all fell out randomly

6:40

when I was 22 years old . I'm 30 now

6:42

, but I this is actually scalp

6:44

micropigmentation .

6:46

Really Wow .

6:48

It is a hair tattoo , so maybe this will boost

6:50

the views for the video if people want to see it

6:52

.

6:52

Wow .

6:53

But it's like microblading , but

6:55

instead of lines on your eyebrows

6:57

it's just dots . You know , kind of mimicking

6:59

that hair follicle .

7:01

That's amazing . I've seen

7:03

a lot of things and

7:06

it's amazing what our industry is is going towards right so it's really

7:08

innovative , exactly so you would never

7:10

know that by looking at you it just kind of looks

7:12

like a yeah it looks like

7:14

you're yeah , yeah , so

7:16

, yeah , okay , what's

7:19

that ?

7:19

um well , I was gonna say uh , when it came

7:21

to curly hair . When

7:24

I was , I believe , in seventh grade , an older

7:26

brother of mine had a girlfriend who was in cosmetology

7:28

school and that's kind of where I started connecting

7:31

all the dots . She flat ironed my hair one

7:33

time and I was so thrilled . That's

7:35

when I was like I have to tell everybody about this flat iron

7:38

which , looking back

7:40

, sounds so silly . No , it's not .

7:42

I remember my first encounter

7:46

with a flat iron . I

7:48

grew up in Kansas and I have very

7:50

curly hair myself , but

7:52

I'm a lot older than you and so we

7:54

did hot rollers , and

7:57

so I blow dry my hair and then I put

7:59

it in hot rollers , and so I knew I had

8:01

curly , fuzzy hair , but I

8:03

didn't know what else to do with it until

8:05

I went over to my friend's house and I thought

8:07

she had straight hair . I always did

8:09

. I always thought she had straight hair and she had a

8:12

flat iron .

8:13

Now , this is in the 80s .

8:14

OK , so she was

8:16

probably frying her hair , but I

8:18

always thought she had straight hair . I

8:21

was just so amazed

8:23

that anything like that was even possible

8:25

.

8:26

Right , I feel like that's

8:29

funny that you remember your experience , your first experience

8:31

with one Cause I feel like a lot of us probably

8:33

can especially for a hairstylist

8:35

or past hairstylist and like having

8:38

that light bulb moment the first

8:40

time you ever use one .

8:41

Oh , I still get those . But

8:43

I'm so glad

8:46

that curly hair is making a comeback , you

8:48

know everybody's embracing their texture

8:50

and I love that and it's

8:52

opening up a whole new avenue for businesses

8:55

. So , okay , we

8:59

invited Jules on the podcast

9:02

today because we wanted to talk about

9:04

numbers and reports . And

9:06

I know a lot of salon owners that I speak with

9:08

. You know they . They

9:11

became hairstylists first

9:13

and then somebody said , hey , you

9:16

make a great salon owner , you're being

9:18

successful , and so they become a salon owner , but they

9:20

don't really know how

9:23

to read all the reports . They get the software

9:25

in , it's a POS system , it runs

9:27

and they have all these hidden

9:29

reports in the background and

9:32

they've either one never , don't even know

9:34

what they are , never open

9:37

them because they don't know what they are and

9:39

then how to utilize them to grow

9:41

their salons . You know I'm

9:44

a numbers geek . We

9:49

were discussing that before . I

9:54

love every single report and I've used a lot of different systems and I love using those reports

9:56

to grow my team . You know and what , and so maybe

9:58

that's even something you know we'd look

10:00

at reports . What do you even look at ? What

10:03

are the numbers you need to know ? So I'm going to leave that in your court because you know we'd look at reports . What do you even look at ? What are the numbers you

10:05

need to know ? So I'm going to leave that in your court because

10:07

you know your system . I've

10:09

never actually used Boulevard myself

10:11

, but I researched

10:14

a lot online , looked

10:16

at the website and you know , things like

10:18

that . I

10:20

like what I see . It's very current

10:22

, the images , the texting

10:26

, the marketing reports

10:28

. So of

10:31

course we'll put that link in our show notes , so

10:33

in case anybody else wants to

10:35

go there as well . But I will leave it

10:37

in your court . So we're

10:40

going to just talk about what's important to

10:42

know and what salon

10:45

owners need to know .

10:47

Sure thing . So I'm going

10:50

to be talking about some metrics

10:52

and some formats when

10:54

it comes to reporting , to demonstrate

10:57

how understanding the data

10:59

in your reporting is the best way

11:01

to actually leverage it and take

11:04

actionable steps to grow your business

11:06

.

11:06

Okay .

11:07

And I'll preface this by

11:10

letting our listeners know this

11:12

is not intended to be a complete

11:14

Boulevard plug . We're

11:17

not telling you to go , run and sign up for

11:19

the software . You can if you like . However

11:21

, we're just speaking from experience

11:23

, and Boulevard is the tool that I use

11:25

to help my customers .

11:26

So most of these systems

11:28

have reports on them . So

11:32

if they are using a

11:34

system they like , this can still

11:36

help them , right .

11:38

Exactly yes , yeah , this

11:40

should be pretty universal

11:43

. I would say Okay . So

11:46

the first one that I'd

11:48

like to discuss is utilization

11:50

percentage . So

11:54

, first of all , what is it so ? Utilization percentage on

11:56

most platforms is going to indicate how

11:58

busy or how full a service provider's

12:01

schedule is . In Boulevard

12:03

, the actual calculation or logic behind

12:05

the metric is hours booked divided

12:08

by hours scheduled . So

12:10

in most cases , the busier you

12:12

are , the more revenue you're generating , and

12:15

high level stats will show

12:18

the location utilization , so

12:20

you understand what location

12:22

is the busiest . Or

12:24

, even higher level , you can see

12:26

how utilized your business

12:28

is overall , whether that's

12:30

staff or resource utilization

12:33

.

12:33

Oh , you can break it all the way down to

12:36

each individual , like if you

12:38

have somebody that needs to grow , you

12:40

can actually see how busy they

12:42

are compared to the whole salon .

12:44

Right , exactly , yes , and

12:46

with the segmenting that Boulevard

12:48

has in reporting , we can get this high

12:50

level on a business level , location

12:53

level , staff

12:55

role level , if you want to see a particular

12:57

level of stylist , or

13:00

if you want to see which department

13:02

is being the most utilized

13:04

, whether that's color cut versus

13:07

style . And

13:09

, yeah , you can drill down into each staff

13:12

member and even get really

13:14

granular as to the day of the

13:16

week or the time of day . Day

13:19

of week and time of day will be a format

13:21

that we talk about

13:23

here in a few minutes , but

13:25

I'll first kind of lay

13:28

out , I

13:30

guess , the basics of utilization

13:33

percentage . So

13:36

, besides how that's measured hours booked

13:38

divided by hours scheduled there

13:40

is also , like time blocks to be taken

13:42

into consideration . So , depending

13:45

on your platform , all

13:47

of your time blocks might count towards

13:49

your utilization , or they might count against

13:52

the utilization , or perhaps

13:54

they don't have any effect . So

13:57

ask whether that's your customer success manager or

13:59

the support team , the platform's support

14:02

articles , et cetera , understand how that

14:04

metric is being calculated . But

14:06

in Boulevard we

14:08

have the option to block out

14:11

schedules as either personal

14:13

or business . Some

14:16

examples of personal blocks

14:18

might be if the staff

14:20

member is requesting to come in

14:22

late or leave early , whereas

14:26

an example of a business block might

14:28

be for continued education

14:30

, if you're blocking them off for a class or

14:32

for one-on-ones , catch-up time , for

14:34

late clients , et cetera . An

14:38

exception to a business

14:41

block being completely business

14:43

centric might be , excuse

14:46

me , scheduled lunches , where

14:48

I'm not trying to make this all about talking

14:50

about lunches , but I

14:53

only bring that up because that seems to be

14:56

a topic I speak with my customers

14:58

. A lot is how do I mark

15:00

out lunches Like that's not

15:02

doing anything for the business ? But

15:05

if you count their

15:07

lunchbox as personal , then they're

15:09

never going to hit 100% utilization

15:11

percentage , which can be discouraging

15:14

to the staff member if

15:16

their schedule on

15:18

paper says that it's not being fully

15:20

utilized . And in

15:22

states like California who might have

15:24

state mandated lunch breaks , it's

15:27

not the staff's fault that they have to take a

15:29

break , so I wouldn't want to count that

15:31

time against them

15:33

.

15:34

Yeah , that makes sense . That makes sense . So

15:36

if you're blocking off a personal

15:38

one hour lunch break , then they're

15:40

only and they're completely full the

15:42

rest of the time . That goes against them and

15:44

so they're only 90 , I don't know I'm

15:46

getting 90% utilized

15:49

because they're out of there

15:51

saying that they're taking a break

15:53

.

15:54

Exactly right . So that can be discouraging

15:56

, especially if

15:59

your KPIs for a staff promotion

16:01

, if they are centered around

16:03

, if utilization percentage is one of those

16:05

metrics you consider that's

16:08

not going to be a pleasant conversation with

16:10

your staff . Yeah .

16:11

Yeah , and it should be one of those benchmarks . Yeah

16:13

, wow , okay , that's

16:16

good to know . See , right there , you just

16:18

taught me something .

16:19

Oh , thank you . Well

16:21

, yeah . So some tips

16:23

, like if your utilization percentage is low , quick

16:26

fixes are , of course , like bundling

16:28

services , offering product discounts , like

16:30

offering some type of incentive to get

16:32

clients in the door during those times

16:35

of low utilization . Of

16:37

course , quick fixes are not always

16:40

sustainable , so instead

16:42

, maybe consider using a marketing tool

16:45

to boost your brand visibility and

16:47

encourage clients to come

16:50

in more frequently to boost that utilization

16:53

percentage . In

16:55

Boulevard we have

16:57

an integrated marketing suite and

16:59

two of the campaigns are based

17:01

solely on utilization percentage

17:04

. It's the metric

17:06

that you can heighten

17:09

or lower the threshold that

17:11

you can choose to determine

17:14

when emails are going to be sent to your

17:16

clientele . If

17:18

you want to say , I

17:22

only want these emails to go out if they

17:24

have 50% or more availability

17:26

, then set that

17:28

. If you want to send more emails , then

17:30

you can lower that threshold . Or if you want to send

17:32

less emails , then you can

17:34

heighten that threshold .

17:36

And so these emails . I'm

17:38

assuming there's some backend

17:41

stuff you have to do to set it up , some

17:46

backend stuff you have to do to set it up , but they just automatically go out . If they see

17:48

a stylist is 50% or whatever you set it at

17:50

, they just automatically go out , Exactly

17:53

.

17:53

And actually there's hardly any

17:55

downtime for a setup because our

17:58

engineers have built in logic

18:01

into these campaigns so they're not going

18:03

to send to clients who already have an upcoming

18:05

appointment , not

18:07

send to any clients who have been in

18:09

within the last 30 days and no clients

18:12

who haven't visited within the last year .

18:14

And that's automatic , so you don't have to set those

18:16

levers up yourself .

18:19

Nope , you set when you want that threshold

18:21

what you want the threshold to be set

18:23

it , forget it , and then every day , like it forget it , and then every day

18:25

, like clockwork , it'll send out

18:27

, based on the criteria .

18:29

Wow , that's . That's pretty cool , that's

18:31

awesome

18:34

.

18:34

What are some of the examples perhaps you've

18:37

seen in your businesses in the past

18:39

? Has utilization percentage always

18:41

been like a hot topic as far

18:43

as like KPIs are concerned , or

18:46

is that something that you've paid particular attention

18:48

to ?

18:49

Oh , absolutely did . Yeah

18:51

, it was part of our benchmark for promotions

18:54

, things like that . My

18:57

salon we didn't actually have a problem

18:59

with utilization because we were so busy

19:02

Congrats . So

19:04

busy , you know , but we worked hard at getting

19:06

busy . You know , we did all the marketing

19:08

, things like that . We were in a great location

19:11

and we'd been there for a long time , so people knew

19:13

about us . So utilization

19:15

, actually , you

19:18

nobody

19:20

worried about even our newest stylists . They

19:22

just didn't worry . In fact , most people came there

19:24

to build their clientele and then they took off . But

19:26

that's a whole other story . It's

19:29

okay .

19:31

Another episode topic .

19:33

I'm not bitter , no .

19:35

One thing I will say , though . About that I

19:37

there's a saying that I love it goes

19:40

. The only thing worse than training

19:42

your staff and having them leave is not

19:44

training them and having them stay .

19:46

I've heard that too , and that's how you get over

19:48

that .

19:49

Yes , exactly .

19:50

I tell my , my um salon

19:52

owners who reach out to me too with that kind

19:54

of you know , cause it aches it . It

19:57

hurts when somebody leaves your salon

19:59

. As a salon owner , you put everything

20:01

into them , you

20:05

feel like you do um , you know , and you

20:07

build their career and their you know , and it really

20:09

hurts when you feel like you don't have what

20:11

they need anymore , you know , for

20:13

whatever reason . And

20:16

so I've had salon owners reach out to me a

20:19

lot about that , like what do I do , you

20:22

know ? And I was like you let it go and

20:24

you congratulate them and you

20:26

and , and if they leave on good terms

20:28

, guess what ? You leave that door open . Cause

20:30

that happened too . People would go go

20:32

away thinking the grass is greener and

20:35

then they ended up coming back

20:37

because it wasn't . You know , they

20:39

didn't know what they had , because we were the first

20:42

place that they worked and they had nothing to

20:44

compare it to . And then they would come back

20:46

and oh , I love that , you

20:48

know , as long as they're leaving on good terms

20:50

, you know , you know .

20:51

Agreed . And for the listeners

20:54

, Denise's episodes on

20:56

firing stuff Great

20:59

listens I was . I was clutching my pearls because

21:02

there were some very relatable points

21:04

.

21:06

Yeah , I've been there . Oh my gosh , after

21:08

11 , 12 , I mean , I've owned

21:11

four salons , but this , my last

21:13

one , my last two were my most

21:15

successful . Of course , you keep learning and

21:17

I had it for almost 12 years and , um

21:19

, oh my goodness

21:22

, um , you

21:24

know , know , last time I did my report for my payroll

21:26

when I was shutting it

21:28

down , and it shows you how many people have

21:30

filtered through your system . Oh

21:33

my gosh , it's like , oh

21:35

, that's terrible , but that's

21:37

what it takes . You

21:40

find your people and they find you .

21:42

They don't want to stick around . Yeah , yeah , yeah you

21:46

find your people and they find you . Everyone's like around

21:48

. Yeah , yeah , yeah . So oh , by the way , I'm I just wanted to note I tried sharing

21:51

my screen , although it says host disabled participant

21:53

screen sharing , so we'll just adjust

21:56

that for quick hold on a sec

21:58

.

21:58

Let me see who

22:00

can share . You can share , uh

22:03

. Who can start sharing when someone else is sharing

22:05

? Okay , there

22:08

we go amazing .

22:09

Thank you , janice there we go

22:11

.

22:12

Oh awesome , look at this

22:14

. Are you able to see my screen

22:16

? I am okay

22:18

, wonderful .

22:19

so , um , just to kind of

22:21

give you some context of like where we

22:23

are , like in Boulevard's platform

22:25

, we are in

22:27

reports and we have two

22:29

sections which personally I love . The

22:32

first section , which we're not going to stick in

22:34

, I'll still just touch on it , though . This

22:37

is what we call our classic reports . It's

22:39

a little bit more visually appealing , we have a little

22:42

bit more graphics here , but this is

22:44

a collection of reports

22:47

made by our team for appointment-based

22:49

businesses and

22:52

, for instance , we'll just say

22:54

, like month to date for this date range

22:56

. So this is a staff performance

22:59

report . We're about to dive into the

23:01

other version of this , but , um

23:03

, this is , uh

23:05

, an example of one of our classic reports

23:08

. I like this section because

23:10

it's pre-made , it's pretty and

23:13

I kind of call these the type b reports the

23:15

artists who may have become business owners

23:17

who , like they don't want to worry about putting together

23:20

a huge report . They don't know what metrics to

23:22

pull in . Like this

23:24

is done for you , yeah

23:26

. So , it's easy to pop in and

23:28

see the information you need and

23:32

in some reports , such as this one for

23:34

staff performance , you know we're looking at that utilization

23:37

percentage . We can see service revenue . We

23:39

can scroll over and see additional

23:41

metrics . We can scroll over

23:44

and see additional metrics , but

23:49

if we select the staff member's name , we can see a detailed line item view of all

23:51

of the transactions , whether they're products , services , et

23:53

cetera , that make up the numbers we're seeing .

23:55

Gotcha . That looks good . That's

23:58

easy to read too .

23:59

Yeah , and you can actually even

24:02

email it straight to the

24:04

staff member from the dashboard . It'll

24:06

populate their email address from their

24:08

staff profile . So you just click

24:11

the email button and it sends it off to them .

24:13

That's nice .

24:14

Yeah , good for a goal setting , one-on-ones

24:17

et cetera , but

24:20

in the

24:22

beta report section . So this

24:25

is more customizable . That's

24:28

the benefit of using this version , because

24:31

we can see . You know , our

24:33

date range is just this last week . I don't

24:35

want to pull too much data in here , but

24:37

by default this report is

24:39

going to be by a staff role into

24:42

the staff . But

24:44

if we want to see a higher

24:47

level view , we can customize it

24:49

. We customize what our reporting

24:51

data is , how the rows are , group

24:53

our columns

24:55

, what their group by we want to do , week over week

24:58

, a month over month , and

25:00

then we have all of the columns that

25:02

we're measuring down here , and

25:04

if we select into this , there's an additional

25:07

of metrics

25:09

that we can add . So chances are , if you want to

25:11

measure it , we can .

25:13

Wow , I could totally geek out on this

25:15

, oh yeah . I love that

25:17

kind of stuff .

25:19

But here we can do . If

25:21

we want to sort this by location

25:23

, then we'll get a wide

25:26

view of all of our stats

25:28

at the top , Then it'll break it out

25:31

per location and then the

25:33

staff members underneath .

25:35

That's nice .

25:36

We could do month over month or quarter over

25:38

quarter , et cetera , but this gives you

25:40

that that high level view of um

25:43

the busyness of

25:46

your business in

25:48

each level of granularity .

25:50

Right , okay , that's

25:52

great , that's nice

25:54

.

25:55

And , um , we'll come back to , uh

25:57

, some more reports here in just

26:00

a moment . Um , I'm or actually

26:02

, one more piece of granularity

26:04

I suppose I can show is we

26:07

can group , we can have our reporting

26:09

data be a staff name rows

26:12

grouped by client name , and

26:14

then that'll

26:16

give us each staff member , along

26:19

with each client that they service

26:21

. That makes up those numbers .

26:23

Oh , wow , okay , yeah , that , wow , okay yeah

26:25

, that's nice .

26:27

So we'll come back to screen sharing in a minute . Yeah

26:29

, any other questions or

26:31

comments about utilization ?

26:32

before diving into the next no , that

26:35

kind of leads us to the next , because the next thing

26:37

that I have on my list is tags , and

26:39

that was what those things you were showing us right

26:41

, those blue tags- so

26:45

for the tags , well

26:48

, so in Boulevard you can create

26:50

a tag and you can apply it to appointments

26:52

, clients or orders , aka

26:54

tickets , oh , okay , and

26:59

you can create these tags to mean anything , give them

27:01

any meaning .

27:02

Choose an emoji to associate

27:04

it with if you like . You don't have to , but

27:07

the benefit of using

27:09

one of the emojis which I feel so silly

27:11

talking about emojis when discussing business

27:13

and reporting but the

27:16

benefit of assigning it , is that you can

27:18

quickly glance at an appointment and glance

27:20

at a client profile , et cetera , and

27:23

see that emoji , like see

27:25

that tag , and instantly know a

27:27

bit of information about that person .

27:30

Oh , like a VIP , maybe you have

27:32

a heart emoji and so there's going

27:35

to be a heart next to any VIP

27:37

client , whatever the VIP means .

27:40

Okay , and you can pull these

27:42

tags into reporting . So if you

27:44

want to measure a particular group of

27:46

people , whether that's , like you know , your DIPs

27:49

or your influencers , or

27:51

if you your your late clients

27:53

, your chronically late clients

27:56

, or if you want to , you know , pull in

27:58

membership reporting so you use a membership

28:00

tag . You can really

28:03

get insights to how much

28:05

revenue they're generating for your

28:07

business . So

28:10

I'll kind of go through each type

28:12

of tag and give you a couple of examples of each

28:14

. Okay , when it comes

28:16

to appointment , tags like those are

28:18

going to be temporary , attached to a single

28:21

appointment . It's not going to display

28:23

on future bookings and it won't show up in the

28:25

client profile .

28:26

It's intended for that appointment specifically

28:28

like maybe they have to bring their kid

28:31

to the appointment , or exactly

28:33

or maybe they're bringing a pet and

28:35

you need to know that , like in case anyone's

28:37

allergic , etc .

28:40

Um , but like a couple examples would

28:42

be like the client or the staff member running late . If you tag

28:44

that appointment , then anyone couple examples would be like the client or the staff member running late . If you tag that appointment

28:46

, then anyone else who might be like

28:48

you know the break room computer you know

28:50

waiting for their client , can see . Oh , this client

28:53

called and said they were going to be late . Great , ah

28:55

, yes , okay um

28:58

, one that I wish I would have used

29:00

when I was using boulevard as a customer

29:02

, because I was managing a salon um on

29:06

the customer customer side , using Boulevard

29:08

for two years before joining the Boulevard team . But

29:11

an appointment tag I wish I would have used would

29:13

have been like requested an earlier

29:15

time or an earlier date , or

29:17

perhaps requested a later time or a later

29:19

date . And that's

29:22

only because when scheduling , whether it's over

29:24

the phone or in the notes section of online

29:26

bookings , clients oftentimes are

29:29

asking for earlier or later appointments

29:31

than what they actually booked for . So

29:33

if you have a cancellation

29:35

, you can easily glance at your books

29:37

, see if there was someone else that day

29:40

that wanted to move up to an earlier

29:42

time or on a future

29:44

date , wanting to get in on a sooner

29:46

date . So you can quickly look at

29:48

your schedule , see who those candidates are

29:51

and start contacting them to get that spot

29:53

filled .

29:54

I love that . Yeah , that wow

29:56

.

29:57

Yeah , and even if they

29:59

don't take the appointment , like clients are

30:01

usually so appreciative and over the moon

30:03

that you would think , or that you would quote

30:05

unquote remembered that they did want

30:07

to come in earlier and you know , try

30:09

to accommodate them that way .

30:10

Right , Magic .

30:13

And another appointment tag

30:15

that I wish I would have used would be

30:17

like an example , like appointment sentiment . So

30:20

this could be positive , neutral or

30:22

poor , and while

30:24

tagging each appointment a sentiment

30:27

, it could seem excessive , depending on what your client

30:29

volume is . However

30:31

, the benefit of this is it

30:34

can be an indicator of either a staff

30:36

member who may need to polish up their customer

30:38

service skills or their technical skills , based

30:41

on like what that service is . But

30:43

if something's also tagged as neutral

30:45

or poor , it also allows

30:47

you to have that visibility and then reach

30:49

out to the client and say like hey , thank you for coming

30:52

in , how was your appointment with us ? And

30:55

it opens up that conversation to

30:57

get feedback from the client . Maybe

30:59

they weren't planning on coming back , or maybe they

31:02

were planning on leaving a poor review because

31:04

maybe they thought the customer service was subpar

31:06

, or maybe they didn't like the way their hair turned

31:09

out .

31:10

And you can usually tell that when they're checking out

31:12

just that vibe , that energy

31:14

that you know Exactly

31:16

.

31:16

So it could be the staff member or

31:18

your receptionist that tags the appointment

31:21

and that's just a little flag for you to like . Check

31:23

in and dig a little deeper and make sure that it's

31:25

the type of experience you want a client to be having

31:27

.

31:28

Yeah , even if it was the salon owner who went

31:31

through that , even weekly , and saw

31:33

the neutral or the negative ones

31:35

and they reached out . Could you imagine if

31:38

the salon owner actually reached

31:40

out to these guests and said hey

31:42

, I mean , nobody

31:44

does that I used to do it

31:46

. Yeah , every once in a blue moon I would do it

31:48

, but I mean it's a lot , but

31:51

it's so

31:53

important to your business if

31:55

you want to keep your guests right , exactly

31:58

Because we're in the business of making people

32:00

feel good , whether it's about the way they look

32:02

, or important Right , yeah

32:04

, yeah .

32:05

So I love that . And then

32:07

last example of an appointment tag . I don't have

32:10

as many examples for the clients in order , so

32:12

this tax section I'm not going to make

32:14

, but for called and left

32:16

message , um , uh

32:18

, or , excuse me , an example name of

32:20

a tag to be called enough message , texted

32:23

enough message or confirmed appointment

32:27

move . And the use

32:29

case I'm attaching that to is like we've all

32:31

been there . A staff member calls out , they

32:33

have a book full of appointments and

32:36

you are then playing phone tag

32:38

with all of their clients all

32:40

day long because you can't get them on the phone

32:42

. Maybe your platform has two-way

32:44

texting , maybe it doesn't . I hope it does

32:46

because that makes it so much easier . But

32:49

also , considering how

32:51

many people you're working with at the desk

32:53

or how many people your receptions are working

32:55

with at the desk , you can be

32:57

like tag teaming and working your way down the client

33:00

list to try to move appointments . But

33:02

if you have a tag that you can quickly

33:04

just call it a left message , text

33:06

it a left message . Oh yeah , better

33:09

just to keep your own

33:11

organization in line , but that way you're not

33:13

like double calling clients , right

33:15

? That's , that's happened to me in the moment .

33:18

Oh yeah , it happens to everybody , right ? You've

33:20

got yeah two or three people at

33:22

the desk and they don't know what's going on . Right

33:24

, you've got yeah two or three people at the desk and they don't know what's going on

33:26

. Oh no , that's , that's lovely . I could see where that would

33:28

come in handy big time then . That way you're

33:30

not writing all your notes down on a pad

33:32

of paper and trying to keep up with that

33:34

or typing an individual

33:36

note for every single , which you don't have time

33:38

right , you don't have time and not

33:40

everybody sees that because they don't click on it

33:42

I . I don't know how UBARD works , but

33:45

you know you usually

33:47

have to click on it to see the note .

33:49

Exactly , or at least hover over it .

33:51

Yeah , something which , if you're using an , iPad

33:54

hovering doesn't really exist on iPads . Right

33:56

, true , and a lot of people are .

34:05

Um , for client tags , uh . So those are going to be permanent tags , um , until you remove them , of

34:07

course , but those will be attached to the client profile and those will appear

34:09

anywhere the client does in the in the platform

34:11

. So , whether it's on

34:14

your front desk page for check-ins

34:16

, whether you're on your calendar tab doing the

34:18

entire schedule , um , you'll

34:20

be able to see with just a glance

34:22

, like , who that client is , or

34:24

, uh , or what group that they might be a

34:26

part of .

34:27

Okay .

34:29

So um example , tags could be

34:31

like consistently tardy or

34:33

spicy

34:36

, or no phone calls , or

34:38

maybe this is a no charge client ? Um

34:41

, perhaps like create an allergies

34:43

tag If , if you

34:45

need , if you should be noting a client's

34:47

allergies , if you're , you know you're doing skin

34:49

services , or there

34:51

was a regular client in my past who was allergic

34:54

to lilies . So when we so when she

34:56

came in , we had to make sure we didn't have lilies in the salon

34:59

. If someone lets you know that they have an allergy

35:01

, you know it doesn't hurt just to pin that

35:03

tag on them . Oh , yeah , but

35:06

then also a popular one during COVID

35:09

reopening was creating a client

35:11

tag for proof

35:13

of vaccination or prefers

35:16

masks for their services . So

35:19

they have a lot of flexibility

35:21

. You can get creative with these . You

35:24

can use them for whatever you like

35:26

, really . But then , yeah

35:28

, I'd say , when

35:31

it comes to actually reporting on these tags

35:33

, the most popular one

35:35

that we see is for businesses

35:37

with memberships marking a

35:39

membership tag on a client . You

35:42

could have a generalized membership

35:45

tag or , if you want , to create a tag for each

35:47

type of membership . That way you can

35:49

get even more granular with what each

35:51

membership is bringing in and

35:53

then , along with reporting

35:55

, you can use these tags to create audiences

35:58

in the marketing suite .

36:00

Oh , yes , and just email to those people

36:02

.

36:03

Exactly so , depending on

36:05

like for that membership tag . Example , if

36:07

you want to send a generalized campaign

36:10

to all your members , great , but if

36:12

you want to send a campaign to

36:14

a particular membership audience

36:16

, you can do that . If you're trying to promote

36:19

one membership and you want to send

36:21

to the clients who may have a membership but not

36:23

that one , you can do that .

36:25

Right , oh , I get that . Yeah , that's

36:27

cool . And

36:30

now now , if you create

36:32

a , an emoji for all

36:34

of these different things , doesn't that

36:36

kind of get like crazy ? I

36:38

mean , are you talking like emojis

36:40

Like when you're texting ? You know smiley faces

36:42

. Are you talking like emojis like when you're texting ? You know smiley faces

36:45

, arrows , you know that , all those kind of emojis . So

36:47

OK , you just don't

36:49

want to go overboard , I would . I would assume

36:51

.

36:58

Sure , and that's why I kind of like the flexibility of like you don't have to

37:00

choose an emoji if you don't want to , if you want something to live in the client profile

37:02

for you to report on , but you don't want it to clutter up your

37:04

view per se , then

37:06

you can do that . This

37:08

is an example . Like if we hover

37:11

over this , my

37:14

cursor is kind of large , but I like

37:16

it . We have like loyal

37:18

client or member Okay

37:21

, so those are examples of

37:23

client tags . Okay . So , those

37:26

will always live with the client , whereas

37:29

here we can add an appointment

37:31

tag . Perhaps

37:35

this client shouldn't always be a no charge

37:37

, so we don't need this on their client profile

37:39

, but perhaps for this particular appointment

37:41

it should be no charged so then

37:43

we can assign that and

37:46

we can see easily by looking at the books

37:48

that this would be yeah

37:50

, so

37:52

that's an example . Okay , yeah

37:54

we've also got our

37:56

front desk screen , which um is

37:58

um the same information as the calendar

38:01

, but in a little bit more legible form

38:03

, because , depending on how many staff members

38:05

a client or , excuse me , a business

38:07

has , it can start getting a little squished

38:10

, the columns . So this is a

38:12

much easier way to read it and you still have access

38:14

to information

38:17

.

38:17

OK , I see , that's nice .

38:21

Yeah , and then in reporting

38:24

this would be an

38:27

example . I didn't test this first . I'm not

38:29

sure if this is going to bring

38:31

clients in

38:34

this set of data , but

38:36

we would be able to filter down to what we

38:38

want if we only want to see

38:40

stats for our members .

38:42

Oh , okay , yeah

38:44

.

38:45

So a little example of the filtering

38:47

you can do .

38:48

Yeah , that's nice .

38:53

So , as far as the importance

38:55

of tags , I mean chances

38:57

are , like as most duty

38:59

businesses do , you have unique needs

39:01

and not every report is not every uh

39:04

report is going to give you all the metrics

39:06

that you want , um based

39:09

on like your interests . So that's

39:11

where tags come in . And uh , and

39:13

, like I said , you can even create audiences .

39:15

So they've got some versatility to what

39:17

you can yeah , um , and I'm sure that

39:19

when you go into um

39:21

, your businesses that are assigned

39:23

to you , or even probably setting up new ones

39:25

, you can go over this kind

39:27

of thing with them , cause that , you

39:30

know , that's a lot to remember , you know , but

39:32

it could be really powerful if you

39:34

use it Right . I could , I could tell so

39:37

I mean even on yours . Your

39:41

example that you showed on screen it said

39:43

tourist . Your

39:46

example that you showed on screen it said tourist . You know that means you know don't send

39:48

them like a repeat , like hey , you know , it's time for another haircut

39:50

if they don't even live in the area .

39:52

Right , or

39:54

you can choose to exclude those tags

39:57

If you don't , if you don't

39:59

want that lack of retention

40:01

to affect their overall retention , because your

40:03

staff can't help if that tourist

40:06

or not , and they shouldn't be penalized if they

40:08

can't bring that tourist back into chair right

40:10

, right , yeah , yeah

40:12

, and you don't want to keep bothering them if they

40:14

live across the country .

40:16

Um , we're in a touristy town

40:19

, we my old salon was too , so

40:21

, so okay .

40:23

Yeah , so I like that . I like tags

40:25

Same same tag

40:27

user . So

40:30

the next point that I wanted to touch

40:32

on , which we touched on with the first

40:34

topic , but the format of being able to measure

40:36

something by the day of week or

40:39

the hour and or the hour of day , so

40:42

this format can really

40:44

be used . Used whether you're trying to determine

40:46

, like , when your highest or lowest service

40:48

sales are , when your highest or

40:50

lowest retail sales are , or

40:53

, in our use case , that we're going to

40:55

be talking about is utilization percentage

40:58

, and you might

41:00

want to find out what

41:03

your high and low volume times are . Maybe

41:05

because you're trying to reconfigure

41:09

your store's open hours , maybe

41:11

you're trying to slim down , or maybe you're trying to gauge

41:13

if you should expand your hours , like see what that

41:16

demand is , yeah , or

41:18

perhaps you are finding yourself almost

41:20

too busy . You are finding yourself almost too

41:23

busy If every staff is at

41:25

100% utilization . Maybe

41:30

there's literally not enough room in your space for all these clients . Or maybe you're

41:32

running out of shampoo bowls . Maybe

41:34

you're running out of room on the coat rack , or maybe

41:36

you're having someone process in an awkward

41:39

chair over in the corner because you don't have anywhere else to

41:41

put them Like I think we've all seen it

41:43

.

41:43

Yes , yes , I've been to

41:45

all those shows right .

41:48

So , um , yeah , I'm going to

41:50

uh share my screen again and

41:52

we're going to uh just take a look

41:55

at , um , a detailed

41:57

line item report . That's going to

41:59

give us that granularity

42:02

with seeing

42:04

something by day

42:07

or by hour . Okay

42:09

, so , our report data

42:11

we're just going to look at staff

42:13

names . We're

42:15

not going to group the we'll group the rows

42:17

by hour

42:20

of day and we'll group our columns

42:22

by date of the

42:24

week , and I'm

42:26

going to slim down some of

42:28

the metrics that we're measuring , just so

42:30

that it's easier to see the

42:32

like each column side by side . Okay

42:35

, so we're going to be measuring

42:37

, let's say , utilization , net

42:40

service sales , net retail

42:42

product sales and perhaps net

42:45

gift card sales . So

42:47

we'll just use these for them . But what

42:51

it's going to show us is oh

42:56

, okay , so this imaginary

42:58

environment that we're in , they're

43:00

closed Sunday and Monday , which ?

43:02

is you ?

43:03

know typical salon hours . Yes

43:05

, as we move into

43:07

Wednesday we can see

43:09

. Actually let's arrange

43:11

this by hour of day , then

43:14

staff meeting Gotcha

43:22

. So now we're looking

43:24

at the hours of the

43:26

day on the left-hand side , broken

43:28

out into staff name , to see which staff

43:31

was busy during that hour and then

43:33

our columns , as we see

43:35

we'll see each day of the week so

43:38

we can see what their utilization percentage

43:40

is for Wednesday or what

43:42

their net service sales would be

43:44

. We can expand

43:47

our date range to do last

43:49

month , so maybe we have a little bit more data

43:52

to play with here . But

43:56

this

43:58

is going to be good for if

44:00

you want to like extend

44:03

your store hours or maybe redistribute

44:05

of , like the high utilization

44:08

you're seeing with staff

44:10

and redistribute it over to junior

44:12

staff . I'm going to

44:14

stop sharing my screen here for a second

44:16

, but

44:20

some examples of reasons

44:23

why you might want to identify low appointment

44:25

volume . Identifying slow times

44:27

is going to help you determine , like

44:29

, your hours of operation . But also if

44:31

you have hourly staff and

44:33

you're and you have a lot on

44:35

staff that you're paying

44:37

for , you know , servicing no clients

44:40

, like you know , this can help reduce your labor

44:42

costs , so you can consider

44:44

reducing your hours . Alternatively

44:48

, if , instead of reducing , you'd rather combat

44:50

slow times , then instead of fawning

44:52

, you can consider , like offering

44:55

a promo code for discounted services

44:57

or products . Right Bundle something

44:59

or and make those

45:01

codes only applicable to particular days

45:04

of the week or times of day you

45:06

know , between these and these hours , to

45:08

help promote business during that time

45:10

.

45:11

Yeah , we used to do that . You

45:13

know , like Tuesdays was a weird day

45:15

, you know just slow

45:17

. We were open seven days a week . Um , tuesdays

45:20

was really weird , and so we would

45:22

. We would have surprise things

45:24

, not all the time , because we didn't want people to

45:26

wait till we did that we

45:29

would have surprise , but , um , we

45:31

didn't . Uh , I don't remember doing

45:33

it like this , we just did it on social

45:35

media .

45:36

But yeah , well , and

45:38

some examples of like high appointment volume

45:41

considerations would

45:43

be if

45:45

you have too

45:47

much utilization happening at

45:50

one time and it's too busy , then

45:52

perhaps you can rearrange

45:55

your staff schedules with their consideration

45:58

, of course but if you have all senior

46:00

staff on a particular day and then all junior

46:02

staff on a particular day , chances

46:04

are your senior staff is going to have higher utilization

46:07

and that can lead to congested

46:09

spaces .

46:11

Yeah , no , you're right . But

46:13

it could also tell you too if you need to hire somebody

46:16

new , right ? So if maybe you're not

46:18

at capacity , but yet you don't

46:20

really know when you're supposed to hire your next

46:22

person , this report would

46:24

probably tell you that .

46:26

Exactly yes . So , like considering resource

46:29

utilization , you can see if

46:31

all of your chairs are actually always

46:33

busy or if you're not utilizing all of

46:36

your chairs .

46:39

I like that .

46:40

Okay , our next

46:43

topic I wanted to address was , like time and

46:45

attendance tracking yeah

46:48

, and with um a lot of people .

46:51

Well , in california you have to clock in

46:53

and out oh , yeah , yeah um

46:55

, some states don't have to do that you

46:57

. They do commission , but I

47:00

think that's changing .

47:02

I think it is too Um I I'd

47:04

say that the culture definitely used to be we

47:07

don't schedule lunch breaks . You eat

47:09

when you have a gap in your schedule or in between

47:11

clients .

47:12

Yeah , that's how we used to operate , yeah

47:15

, same .

47:16

Um yeah , like those in California with

47:18

those uh stricter employee laws

47:20

. You know , clock

47:22

out by your fifth hour if you're working more

47:25

than six hours in a day . I

47:27

think they're allotted like two , 10 or 15

47:29

minute breaks for every four hours

47:31

.

47:32

There's a lot of layers and complexity to that there

47:34

is , and it's kind of ridiculous

47:36

. I mean I'm sorry , but because

47:38

we don't operate like that , you're not

47:40

. Oh , I got to go clock out and

47:43

I got bleached on somebody's head . You can't do that

47:45

. You know Exactly , yeah .

47:47

It is a unique industry for many reasons

47:50

, but that's definitely one of them .

47:51

Yeah .

47:53

But when it comes to time and attendance tracking , a lot

47:55

of I see a lot of customers

47:58

a boulevard who integrate

48:00

with external platforms and

48:03

they don't have all the data that they

48:05

need or that they want to have access to directly

48:07

from the platform . So

48:10

a creative way of how

48:12

I've seen my customers use

48:14

our time clock feature is

48:17

, yes , like clock in and out

48:19

, but then you can also log a reason for

48:21

that clock in or clock out and

48:24

that reason . A

48:26

basic list would be like on

48:29

time , late , excused late

48:31

, unexcused vacation , sick

48:34

or sick , paid or sick , unpaid

48:36

, et cetera . Especially

48:38

if you're offering benefits to your staff

48:41

and you allot them a particular amount of paid time

48:43

off or a certain amount

48:45

of sick days until they have to start

48:47

requiring doctor's notes , et cetera

48:49

. But also having

48:52

data on their attendance and

48:54

punctuality , it can also

48:57

help you confidently

48:59

promote them or give bonuses . Bonuses

49:01

or if they come to you saying , hey

49:03

, I want a raise or hey , like I

49:05

want more xyz , you

49:08

have the data that you can refer back

49:10

to and have that

49:12

play into your decision right , yeah

49:14

, and if they're always late , you

49:17

know if you're making everyone clock in and

49:19

they're always late , yeah exactly

49:22

that's a coaching moment . Exactly

49:24

A coaching moment here

49:27

, sharing my screen . Now . This is

49:29

our time clock summary report and

49:32

right now we

49:35

just have this segmented by location

49:37

name and then the date

49:39

. Alternatively

49:42

, we could list

49:44

our reporting data as staff name

49:46

rows grouped by date

49:48

. We'll keep that . But then

49:50

we're going to add reason into

49:52

one of the metrics that we measure . So

49:55

when we run this

49:57

we'll see each staff

49:59

member , all of their time punches

50:02

, how many hours they clocked

50:04

and what that reason would be

50:06

. So we can

50:08

see how much vacation was used , how

50:10

many times they were late or perhaps

50:13

how many times they were on time , etc

50:15

. But

50:52

we can change our report data to

50:54

reason and

50:56

then staff name . So

50:59

if we want to say like okay for our

51:01

vacation hours , like how many employees

51:04

and who used vacation during

51:06

this time period , how

51:08

many were sick , et cetera .

51:10

I have a question . So say you

51:12

have somebody who's taking vacation

51:14

and it's on their calendar and on their books , and

51:17

you've marked them off for vacation

51:19

, does it automatically come to this report

51:21

or do you have to

51:23

clock in and out ?

51:26

That is an enhancement that I would love to

51:28

see in our software

51:31

, For now , that is something

51:33

that if someone is blocked out for excuse

51:36

me , for vacation , you

51:38

would also make a separate

51:40

time card for them with

51:42

the reason vacation and

51:44

log how many hours their shift would have been

51:46

. I see okay but

51:49

still a great way to

51:51

compile all of this data

51:54

and absolutely absolutely

51:56

keep track of what's being used

51:58

. What's not being used . Yes , keep

52:02

track of what's being

52:04

used . What's not being used ?

52:05

Yes , or

52:09

how many times someone was late .

52:10

Yes , absolutely , yeah , yeah . And then

52:13

let's see , I'm looking back at

52:16

my notes . The

52:18

last thing that I wanted to cover is

52:21

um marketing yes

52:23

, fun and do

52:26

we , and do we have time to still cover marketing

52:28

?

52:28

absolutely yeah okay , as long as you

52:30

have time , yes , I did so

52:33

.

52:33

Um , when it comes to marketing , I feel like that's such

52:35

a hot topic for everyone these days . I

52:37

remember 10 years ago from now , or

52:40

, yeah , 10 years ago from today , I

52:42

feel like a lot of businesses

52:45

were relying on , say , like

52:47

, a Facebook page to reach their

52:49

audience , and then after that

52:51

, then Instagram , then

52:54

the algorithms started changing

52:56

so that I feel like it kind

52:58

of took that power away from the business

53:00

again , from being able to connect with that

53:02

audience . So a lot of

53:05

business owners these days are turning to actual

53:07

marketing platforms to get the job

53:09

done . Yeah , so

53:11

, when it comes to Boulevard's

53:13

marketing suite , we have five

53:16

campaigns that are automated , and then

53:18

the ability to send one-time

53:20

blasts that are automated , and then the ability to send one-time blasts

53:22

, and for one-time blasts , you can filter

53:24

and segment your audiences based

53:29

on whether that's a certain provider that they've seen or a particular service they've received

53:31

. You can segment based

53:33

on tags , like we mentioned earlier , so

53:37

you can get really granular with

53:39

the audience that you want to send

53:41

to . But we can kind of go

53:43

into some like brief examples

53:46

of each campaign , just , I guess

53:48

, to get some thoughts going on

53:50

, perhaps something that someone who's

53:52

listening might want to have

53:54

in their marketing suite or their

53:57

marketing platform , whatever they choose

53:59

to go with . Yeah

54:02

their marketing suite or their marketing platform , whatever they choose to go with . Yeah , so one of our

54:04

campaigns is going to be Phil

54:06

Slow Days , another being last

54:08

minute opening . Those are the two that

54:10

I mentioned at the beginning of this

54:12

call that are based

54:14

off of utilization percentage .

54:16

Now are those emails going out , or

54:18

how does that work ? Is it a social

54:21

media post ? Because you know , you see , on

54:23

social media I see a lot of

54:25

stylists post like

54:27

in their stories hey , last minute

54:30

appointment . Does it do

54:32

that ? Or is it an email ?

54:34

This will be an email and , and

54:36

hopefully later on this year , a text

54:39

as well . Oh , great . But

54:41

it won't be linked directly to social media

54:43

.

54:43

Okay , okay .

54:45

But this will go out automatically , so that you

54:47

don't have to . Yeah , that's great , you

54:49

don't even have to think about it .

54:52

So and like you said before , it goes out

54:54

and it finds the

54:56

people who haven't been here for 30 days

54:58

doesn't have an appointment for two weeks

55:00

, or whatever you've said , I can't remember exactly , but so

55:03

it doesn't . It doesn't make redundant emails

55:05

, like nobody's going to get an email that says

55:07

wait a minute , I got an appointment in three days . Why

55:09

am I getting this email ?

55:11

Exactly .

55:12

OK .

55:12

And if a client happens to fall

55:14

within the criteria of two campaigns

55:17

or more within seven days

55:19

, they're not going , they're only going

55:21

to get one campaign every seven

55:23

days , which is one of the criteria

55:25

.

55:25

First , so we're not spamming . Yeah , that's great

55:28

, Because then they mark everything

55:30

junk .

55:32

Exactly , I mean , if they're getting too much yeah

55:34

. Yeah , so with

55:37

Phil's Flow Days , that's looking seven days

55:39

in advance and sending

55:41

out based on the threshold that you put how much

55:43

availability you want a staff member to have

55:45

before emails are sent out . But

55:48

an example is for

55:51

if you're trying to fill

55:54

your slow day , you know seven

55:56

days in advance , like no matter what

55:58

, get all of those appointments filled . Set a low

56:00

threshold so that no matter what availability

56:02

you have , emails are being blasted

56:05

to get those books filled . Alternatively

56:07

, if you'd rather have a less aggressive approach

56:09

, set that threshold higher so that

56:12

less emails are being sent

56:16

that availability for those who

56:19

call in , or for those who are on

56:21

the wait list , or for , uh

56:23

, for staff members who have uh

56:25

, you know , one-on-one conversations on Instagram

56:28

, you know , with their clients . Maybe you don't want

56:30

to fill those books too quickly because your

56:32

staff members are already working with clients who are trying

56:34

to get .

56:35

Yeah , that's true .

56:37

Um , and then last minute opening , that's

56:40

looking to two days in advance . The

56:42

same logic .

56:43

Okay .

56:46

The two other campaigns that we have are

56:48

going to be a reminder to book and

56:50

rescue lost clients . Reminder

56:52

to book is going to be 30

56:55

or more days since someone's

56:57

last appointment that you want them to receive

57:00

another email . But

57:02

I don't even really like considering it reminder

57:05

to book . I'd like to think of it

57:07

as a retention builder , because with

57:10

any marketing , what we're trying to do is encourage

57:12

better client behavior , absolutely

57:14

.

57:15

Yes , we used

57:17

to do these like if we hadn't seen somebody

57:19

in , like I don't even remember

57:21

, but two months maybe that we

57:23

would send out something and it would automatically

57:25

do it , and you'd be surprised

57:28

how many people go

57:30

. Oh yeah , I totally meant to do

57:32

that .

57:33

Exactly .

57:35

I mean we're all human , I do it too

57:38

.

57:38

Yeah , do

57:43

it too . So yeah , or even like , if someone should

57:45

be coming in like every eight weeks maybe you don't set the criteria to be sent eight

57:47

weeks out , maybe send it six or seven weeks out , so that

57:49

you are planting that

57:51

seed for them to then call and

57:54

actually get in a , get a time

57:56

that they want , um , in

57:58

the amount of time that you recommend

58:00

for them .

58:02

So these emails . Do they have

58:04

like links on there for like online booking

58:06

? Yes , can you set it up like

58:08

that ? So there is online booking , okay .

58:10

Yes , so our marketing

58:13

suite comes complete with merge tags

58:15

, so it'll auto-populate

58:17

the client's name , the location address

58:19

, the location number , their book , now

58:21

information to link

58:24

to online booking . But we've

58:26

got a pretty

58:29

comprehensive

58:31

marketing suite . As far as customization

58:33

goes , no matter what you want

58:35

to link to or inserting

58:38

pictures or columns or rows , like

58:40

you can really , uh

58:42

, start from scratch or use one of our pre-built

58:45

templates , but you can have basically

58:47

as much customization as you want to the design that's

58:50

nice yeah

58:52

and then um . the last

58:54

campaign that we have um is

58:56

birthday message , which is self-explanatory

58:59

oh , it'll go out for your birthday , but

59:02

whether you want to send that , like on the day of

59:04

week prior , month prior , et cetera

59:07

, I

59:13

always recommend sending that out sooner than later . That way they can come in and get

59:15

services before their trip or before their party , before whatever it is that they

59:17

have planned .

59:18

Yeah , it's amazing to me how

59:20

many people don't take advantage of something like

59:23

that because

59:25

they don't have an intake form that asks

59:27

for their birthday . Have

59:35

you ran into that ? It

59:37

surprises me that how

59:39

many salons , at least in the

59:41

area I'm in now , they don't

59:43

have a hey , you know nothing

59:45

. Not a paper , not an iPad

59:48

, no intake , they just have name

59:50

number , cell phone number . Yeah

59:53

, that is crazy

59:55

to me .

59:56

I agree , and I think that

59:58

in the defense

1:00:00

of those businesses , I bet

1:00:02

that it's because they don't want to come off as

1:00:04

intrusive to their clientele , so

1:00:07

I'm sure that's the intention

1:00:09

behind it . You know what's the regime look like

1:00:12

at home .

1:00:29

What do they need help with All

1:00:31

these things ? It actually made us look

1:00:33

like we were more serious about doing hair

1:00:36

. You know that there

1:00:38

is a purpose for their visit

1:00:40

. We're not going to waste their time . You know that there is a purpose

1:00:42

for their visit . We're not going to waste their time and we actually have solutions

1:00:44

for them , which lead into retail

1:00:47

, which is a whole other whole

1:00:49

other conversation . But

1:00:55

it's all about the whole experience of an intake form . But how can you

1:00:57

do that if , if you're looking at your client list

1:00:59

later on and all you have is

1:01:01

a name and a phone number

1:01:03

that doesn't tell you anything

1:01:05

about them ? You know it's

1:01:08

sad , actually it's

1:01:10

. It is sad .

1:01:12

Now that you write that down .

1:01:13

We need a , we need a coaching , a

1:01:16

coaching podcast , just on intake forms

1:01:18

.

1:01:19

Yeah well , it's kind of a consultation

1:01:21

just on

1:01:23

intake forms . Yeah Well , it's . It's kind of a consultation , but instead of for a service

1:01:25

like it's their consultation for the experience they're going to have at your business

1:01:28

.

1:01:28

Yeah , you wouldn't go to your doctor and not fill

1:01:30

out some kind of history , right ?

1:01:33

Exactly .

1:01:34

You would think how are they going to take care of me

1:01:36

? I would think the same . I

1:01:38

think the same as hair . You know myself

1:01:41

. I mean for that experience it

1:01:44

just makes it a lot more personable . So I

1:01:46

know I'm getting off the subject of that . Does

1:01:48

Boulevard have an

1:01:50

intake form like a digital intake form , or

1:01:53

is it or yeah ?

1:01:55

Yes , yes , that's one of the add-ons

1:01:58

that you can add to your Boulevard

1:02:00

subscription . So we actually

1:02:02

just revamped our forms . So

1:02:05

our forms up until about

1:02:08

I think it was just a couple of weeks ago we

1:02:10

had a great format that would send

1:02:12

out whether it was for every appointment

1:02:14

or only for new clients , whether

1:02:17

it was for clients or whether it was for internal

1:02:19

purposes , such as like recording your own

1:02:21

notes for a visit .

1:02:22

Yeah , yeah .

1:02:24

But we just revamped our

1:02:26

form so they're way easier to

1:02:28

design and build .

1:02:30

Oh , so you can design your own .

1:02:32

Exactly .

1:02:33

Yes .

1:02:34

Multiple choice or a long answer . You can

1:02:36

add a spot for clients

1:02:38

to digitally sign their signature , and

1:02:41

so it's comprehensive , it lives in the

1:02:43

client profile and

1:02:47

, yeah , I'd say that's

1:02:49

going to be like your best bet as far

1:02:51

as like collecting data on the

1:02:54

questions you have .

1:02:56

I know this wasn't in our notes , but I'm just

1:02:58

curious myself Do those go

1:03:00

out like with the um

1:03:02

confirmation emails ? Um

1:03:05

, so they would click on a button

1:03:08

and fill out their form if it wasn't

1:03:10

already filled out .

1:03:12

Exactly , um . Yeah , they'll receive

1:03:14

a confirmation email and it'll also be

1:03:16

available for them to um to

1:03:18

fill out in the reminder email a couple

1:03:20

of days before they're up . For them to fill out in the reminder email

1:03:22

a couple of days before their appointment and then also

1:03:24

either at self-check-in on the iPad , if a business chooses to use

1:03:26

self-check-in , or

1:03:36

it'll also be sent one more time on the day of their appointment if they haven't filled it out

1:03:38

from their confirmation or their reminder email .

1:03:40

So how do the stylists

1:03:42

see it Like if they're talking

1:03:44

? I know I'm going rogue here . Sorry

1:03:46

, jules , but

1:03:50

how do the stylists

1:03:52

look at the consultation form and

1:03:55

go through a consult ? How do they

1:03:57

do that ? Do they have it on an iPad

1:03:59

? Is it printed out like with a ? Or

1:04:02

it be printed out like with

1:04:04

a ticket ?

1:04:05

or yes , so it

1:04:08

can be viewed like either on a computer , on

1:04:10

an iPad or or

1:04:13

, as you said , printed out . We

1:04:15

are going to be revamping our Boulevard

1:04:18

professional app and

1:04:20

we are going to incorporate form

1:04:23

viewing actually on

1:04:25

a mobile device . That

1:04:27

way , staff members can't I

1:04:29

feel like we're using our phones so often

1:04:32

, especially like stylists , with like , pulling up pictures

1:04:34

from Instagram or what

1:04:36

have you so we want to try to create

1:04:39

as seamless of a mobile experience

1:04:41

as possible . That way , no matter what

1:04:43

the business setup is , whether they rely heavily

1:04:45

on computers , ipads or mobile devices

1:04:47

that client information is

1:04:50

easily accessible , however you need it

1:04:52

so

1:05:05

, um , now you're going to have salon owners going .

1:05:06

Wait a minute , I don't want my stylist to have all my my um information

1:05:08

on my client base . I mean , you

1:05:10

know what I mean . Like what if that stylist is

1:05:13

leaving ? They have all the information

1:05:15

that . How do you lock that down ?

1:05:17

or do you ? Um ? Well , our forms are

1:05:19

encrypted , are encrypted um

1:05:22

to be HIP compliant , but we also

1:05:24

have a lot of privilege settings on the back

1:05:26

end . You can create as many privilege

1:05:28

groups as you want , with as many different

1:05:30

variations to privileges as you want

1:05:32

. It's fully customizable

1:05:35

as is the ability

1:05:37

to view forms as well as

1:05:39

modify them .

1:05:40

So you could set it on the backend as the owner

1:05:42

of your business who can see what , and

1:05:46

maybe turn it off if they , if they leave real

1:05:48

fast or Exactly

1:05:50

, exactly .

1:05:51

Super easy to do . But also , yeah , if

1:05:53

you would rather have the

1:05:56

privilege only for your users

1:05:59

that are assigned into computers and perhaps a

1:06:01

communal iPad , If you want those

1:06:03

to have access to the forums and

1:06:05

not give staff access

1:06:07

to pull it up on the mobile app , then you would have

1:06:09

that granularity to do so , oh , okay , well

1:06:12

, and you know , if

1:06:15

somebody leaves your salon , the

1:06:18

clients are going to find them .

1:06:19

Hello , it's social media . You know

1:06:21

, in this day and age . I remember a long time

1:06:23

ago we'd lock that down tight

1:06:25

right and oh yeah , um

1:06:28

, and this day and age , now it doesn't I feel like there's

1:06:30

no winning .

1:06:31

I feel like , no matter how hard you try , it's no

1:06:34

, and it's yeah , it's okay

1:06:36

.

1:06:37

Um , yeah , you just kill . Kill them

1:06:39

with kindness . You make the experience

1:06:41

so wonderful at your salon that they'll want to

1:06:43

come back to your salon , doesn't

1:06:45

matter who's servicing them . That's

1:06:48

the win . That's what you want .

1:06:50

Hey .

1:06:51

I love this . I mean , I could talk reports

1:06:54

all day long . I

1:06:56

am a numbers nerd . I loved it when

1:06:58

you shared your screen and we got to see all those

1:07:00

numbers . I could look at that all day long . I

1:07:02

felt like I was . I felt like you

1:07:04

were just talking to me and I was just like , okay

1:07:07

, let's do this . So

1:07:09

I loved it . So , hopefully , to our

1:07:11

listeners on our podcast , hopefully they get a

1:07:13

chance to go to our YouTube channel and actually

1:07:15

see the screenshots that you've shared , because

1:07:17

I think that's important , you know

1:07:19

, and if they like what they see

1:07:21

, maybe they can reach out to you or you can . Which

1:07:24

leads me to how do people find you

1:07:26

? If they wanted to talk to you a little bit more

1:07:28

about this or maybe about reports

1:07:30

, how do they find you ?

1:07:32

Sure , I'm on LinkedIn Jules

1:07:34

Reese , J U L E S R

1:07:37

E E S E . Feel

1:07:39

free to reach out with me there .

1:07:43

But they can . I am going to put a link and , because I was sharing with Jules

1:07:45

, I just read an article he just wrote for

1:07:47

salon today , Um , and

1:07:49

I'm going to put that link in our show notes too . It's

1:07:51

very . It's about the recession . Um

1:07:54

right , um , and

1:07:56

I really liked some of the information that

1:07:58

you had in there . So if , um , they

1:08:01

can find you there too , and

1:08:09

I'm sure that that has links on connecting them to Boulevard and well , I loved , I love this

1:08:12

conversation . I loved everything about it . I think it's super , super important

1:08:14

that salon owners know their numbers , know

1:08:17

where the reports are , know how to

1:08:19

gain access and why

1:08:21

it's so important . You know that's

1:08:23

what we're here for , right , exactly

1:08:25

. Help other salon owners out , so I appreciate

1:08:28

it , thank you .

1:08:29

Yeah , thank you so much for having me on today , absolutely

1:08:32

. I love talking , so

1:08:34

I loved it . I

1:08:36

loved it as well , yeah .

1:08:38

Yeah , you'll have to come

1:08:40

back too , and

1:08:43

I'm sure we could talk about other subjects as well .

1:08:45

So yeah , sure , we'd love to .

1:08:45

Thanks so much for tuning in to this episode

1:08:47

of all about hair . Here's what I'd love

1:08:49

for you to do next Take a screenshot

1:08:52

of this episode and share it on your Instagram

1:08:54

stories . Be sure to tag me at

1:08:57

Denise Kylitz so I can see that

1:08:59

you're listening . Sharing on your

1:09:01

stories helps more people discover

1:09:03

this podcast , allowing them to learn

1:09:05

how to build their salon business more easily

1:09:07

and faster . If you're really

1:09:09

enjoying the show , please head

1:09:12

over to Apple Podcasts and leave All

1:09:14

About Hair a review . Your support

1:09:16

helps boost the podcast and it makes

1:09:18

it easier for others to find . All right

1:09:20

, let's wrap this up . I'm Denise Kylitz

1:09:22

, and until next week , remember , when

1:09:24

you know better , you do better .