Anonymized hair & beauty salon, Bristol
Solo-owner salon with two stylists. Phone going to voicemail mid-cut, no-shows averaging 18%, and a quiet Google profile.
Representative case — metrics are from a real engagement, but the salon name has been changed at the owner's request. The numbers below match the figures published on our homepage.
What they came to us with.
An independent salon in Bristol with one owner and two stylists was turning down work — not because they were full, but because they couldn't answer the phone. Calls went to voicemail every time a stylist was mid-cut. They had a 5pm closing time but new-client enquiries kept coming in until 9pm and never converted. No-shows ran at 18%, which translated to roughly £900/mo in lost chair time. Their Google profile had 20 reviews and the booking link pointed to a deprecated calendar tool.
The Kerblabs playbook.
Missed-call text-back
Every missed call now triggers an instant SMS to the caller offering to book online or get a callback. Roughly 8 leads per week previously lost to voicemail are now recovered.
Review engine
Automated SMS review requests sent the evening of every appointment. Reviews grew from 20 to 94 in 90 days. New 5-star reviews: 74. Average rating climbed to 4.9.
Booking calendar + reminders
Replaced the broken booking link with a modern calendar embedded on the homepage and Google profile. Two-step appointment reminders (24h SMS + 2h SMS) cut no-shows from 18% to 5%.
GBP polish
Service list expanded from 4 to 23. Weekly posts with hair-trend photos. Q&A populated with the questions clients actually ask (pricing, hair-type expertise, parking).
Before, after, and how long it took.
| Metric | Before | After | Period |
|---|---|---|---|
Bookings | Baseline | +62% | 90 days |
Google reviews Average rating climbed from 4.6 to 4.9. | 20 | 94 total (+74 new) | 90 days |
No-show rate Recovered approximately £900/mo in chair time. | 18% | 5% | 90 days |
Missed-call recovery | 0 leads/week | ~8 leads/week recovered via text-back | Steady state |
“I used to feel guilty every time I let the phone ring out mid-cut. Now the missed-call text answers for me before the client has even put their phone down.”
The systems that did the work.
Plan: Momentum
Other shops, other industries.
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