Monika Serafim specialises in high-tech, high-value beauty treatments including laser hair removal, microdermabrasion facials and nail care. As an expert cosmetologist and owner at House of Gloss, London, she makes every client “feel like they’re visiting an old friend”.
Located in fashionable Fulham, House of Gloss puts the customer experience at the heart of every service. Alongside its state-of-the-art aesthetic equipment, central to delivering what her clients want, Fresha plays a key role in Monika’s business. “We are fully booked two weeks ahead and most of it is thanks to Fresha.”
After a decade specialising in aesthetics and laser treatments, Monika took the brave decision to open her own business during the pandemic. A crucial step on her journey was to use Fresha’s business software to help her grow House of Gloss. “Fresha plays a massive part in managing my business because I am running the whole show. As a business owner, it has made my life so much easier – I absolutely love it!”
Before using Fresha, Monika experienced high numbers of no-shows and late cancellations.
She now relies on Fresha’s upfront payments and memberships to increase client loyalty and protect bookings. “Before using Fresha, up to 80% of treatments that were not paid upfront resulted in a no-show. This was very bad for our business. Now, with Fresha’s upfront payment feature, I have virtually zero no-shows.”
Many of Monika’s treatments, such as laser hair removal, require clients to book a minimum number of sessions. Fresha has allowed Monika and the team at House of Gloss to “sell a membership and automatically see how many times clients have been in, which is very useful.”
Now, as a fully booked thriving business, Monika is using Fresha with confidence. And unlike her experiences with other booking software, Fresha offers her invaluable support.
“One of the reasons I’m with Fresha is the incredible customer service. Fresha is not just software, there are people behind it, and I think that’s really important,” Monika says.
House of Gloss benefits from Fresha’s integrated payment methods to process payments seamlessly. Monika also uses the full range of automated messaging features to remind clients about their appointments, reward regulars, send birthday gifts and offer promotions through email and text marketing tools.
“I can spend less than £20 on a blast marketing campaign that will generate £400-£500 worth of bookings; this is very effective for driving my business forward.”
Most importantly, House of Gloss’s clients enjoy using Fresha to book and manage appointments. Monika says: “They all find it helpful, simple and very clear. Even when a client cancels, there’s no issue or awkwardness. I’ve been raving about Fresha and I 100% recommend it to other salons.”