In the beauty industry, service quality is only half of success, the other half comes from customer experience. A good treatment can satisfy customers today, but it is how you take care of them afterward that determines whether they will come back or not.

GTG CRM has accompanied many spa owners on their journey to optimize their business processes and Mai Beauty, a mini spa in Binh Duong, is a typical example of how technology can help a team of 2 operate as a big brand.

When “Home Spa” becomes a trend, but the competitive pressure is also increasing

After the pandemic, many small spa owners started to switch to home-based business or online service sales, without need to rent a space, just a small room, some care equipment and Facebook, Zalo channels to book appointments.

However, the easier it is to catch The competition is fiercer. Customers can inbox questions from many places: Facebook, Zalo, phone calls,... but only choose the place that responds the fastest and provides the most attentive service.

That is also the story of Mai Beauty - a mini spa in Binh Duong, with only 2 employees, but has to handle dozens of messages and appointments every day. And like many other spa owners, Mai used to think: “I do online business, don’t have branches, I don’t need CRM.”

Until she realized: because it’s small, it’s even more important to have a smarter working system.

Before using GTG CRM: losing customers just because of slow response

Mai said that, on average, 5-7 customers leave the conversation every day, even though they have asked very detailed questions about the treatment process. Simple reason:

• No follow-up, inquiries, or promotions
• Customers wait too long for feedback
• Complicated appointment process

And more importantly, there is no systematic pre- and post-sale customer care process, leading to the loss of customers.

Solution: GTG CRM helps Mai Beauty operate like a professional spa

GTG CRM accompanies Mai Beauty in the "mini-restructuring" process, helping her switch from manual response to automatic customer care in just 10 day.

1. Create a Landing Page to book an appointment instead of manual inboxing

Previously, customers had to text “book an appointment” via Facebook, sometimes the message was lost or the time slot was the same.

Mai used GTG CRM’s Landing Page Builder to create a “Book an appointment” page in just 30 minutes.

AI suggests content: title, description, and background image suitable for the spa industry.

The registration form includes: name, phone number, free time, service you want to consult.

All information filled in the form is automatically saved in CRM Contacts, helping Mai know who has registered - who has arrived - who needs follow-up.

After having an appointment page, Mai has reduced more than 70% of messages ask for time and schedule manually.

2. Gather messages in one place, no more missing customers

Mai connects Facebook, Zalo and Gmail to Messaging of GTG CRM. From there, all messages are displayed in a unified inbox.

When a customer asks “How much is the skin care combo?”, the system suggests an answer (AI Suggest).

Mai just needs to select and send.

When a customer makes an appointment via the Landing Page, the information is automatically displayed in the Inbox → Mai can respond immediately without having to open another app.

“It used to take 10 minutes to respond to a customer, now it takes less than 2 minutes.” - Mai shared.

3. Automatic customer care after treatment - Simple and effective workflow

After each treatment session, Mai just needs to mark “Complete treatment” in CRM.

Immediately, automatic workflow is activated:

• Day 0: Thank you email + instructions for skin care after treatment.
• Day 3: Zalo message reminding “Don’t forget to moisturize 💧”.
• Day 14: Send voucher back within 30 days.

All running fully automated.

Mai just needs to check the sending results in the dashboard.

After 2 months, the number of returning customers increased by 45% without having to run ads again.

4. Send regular emails - share beauty tips to keep engaged

Mai uses GTG CRM's Email Builder to create a newsletter every 2 weeks:

• AI-powered content writing about summer skin care tips,
• Add spa images from the template library,
• Include CTA "Book now for a free consultation".

The email is sent to a list of customers who have been to the spa, helping Mai keep in touch gently without disturbing. The average email open rate is 36%, and many customers return to book appointments after reading the email.

GTG CRM - Operational assistant for small service providers

GTG CRM is not just for large businesses.

This is a platform that helps spa owners, hair salon owners, online shop owners – people who work alone or in small groups, can:

• Gather messages from all channels in one place.
• Set up a post-purchase and post-treatment customer care workflow.
• Create an offer landing page or booking form easily.
• Track customer data in real time.

GTG CRM helps you work smarter, not harder.

Conclusion

Mai Beauty's story is a clear proof that: A small spa, with only 2 people, can still operate like a big brand, if they have a smart support tool behind it. GTG CRM not only helps Mai save time, but also helps her build trust and sustainable relationships with each customer.