How we use Slack to enhance client experience at our brick-and-mortar business

Have you ever wondered how we are able to welcome you by name when you walk into the shop? Isn't it incredible how the team can remember how many kids you have or that you're starting a new job soon?

Ok, so maybe knowing these things in-and-of-themselves isn't that impressive. After all, any person good at taking notes should be able to catalogue this information. But, with over 1k clients in our first 6 months, you could see how sifting through the data might be time consuming. Now consider that the person on the team you're meeting probably has less than 5 minutes to prepare for you.

The problem becomes;

How do we get the information we need just as we need it?

Introduce real time messaging.

If you haven't heard of Slack, think of it as a really classy group chat app for your phone. The thing that really makes it powerful is its API (Application Programming Interface). Essentially, Slack lets us write code that sends and receives messages to and from the app. Blah blah, boring, right?

Except when you program it to do this:

Client Arrivals

We receive this 15 minutes before you arrive. Seeing the notes just before we need them makes all the difference.

When a Client Leaves us a Review

An hour after you leave the shop, we send you a link asking for your feedback. We have fun with it =).

Team Milestones

We get notified whenever we land a new client or a first time visitor books a follow up.

Morning Wakeup

Not exactly customer service related, but yet another cool example how we use Slack to keep us in-the-loop.

If you use Slack at your org, how do you use it? Do you have any other ideas for how we can use it? Let us know in the comments.

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  • Increasing productivity is one of the most basic areas of activity of most companies, from job since the profit and future of the company depend on it.

    from job
  • Hi Spruce! We’ve been using Slack for a while and like you, we love it! It’s a great productivity booster as it streamlines communication across different teams. We should use Slack to get informed about client arrivals as well :)
    We recently wrote about how we use Slack at our office. Check it out and tell us what you think

  • Taylor and Becca your attention to detail and the love of technology is awesome. I can’t wait to see this place with my own two eyes. You two are a wonderful team and great article will be waiting for more.


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