Townhouse

The premium nail chain introduced sleek, user-friendly digital options for client booking, check-in, gift cards, and feedback. Feature: self-serve tools. Industry: nails. Use cases: bookings and online purchases.

“Townhouse is the uptown destination redefining the nail salon experience. We've thrown away the rulebook and reinvented it for the modern age, using years of industry research to perfect every aspect from start to finish.”
— Juanita Huber-Millet, Founder, Townhouse

Customer Overview

Meet Townhouse nail salons

Founded in 2018, Townhouse is an upscale nail salon chain led by Juanita Huber-Millet. With 19 salons — 14 in London, including one in the world-famous Harrods department store — Townhouse is quickly becoming a household name. Townhouse counts Drake, stars of Love Island, and blue-tick Instagram fashionistas to their fanbase, and have collaborated with luxury brands such as Givenchy and Sisley.

Their mission

Townhouse wanted to create a client experience as flawless as their famous gel manicures. They chose Zenoti from day one, with notable results: Our world-class digital booking and sales tools have supported their growth from one salon to 19.

Zenoti Solution

How Zenoti creates unmatched client experiences

Townhouse now delivers a premium digital experience from booking to check-in, to post-visit follow up. Clients enjoy a range of online booking and purchasing options, sleek self-serve tablets in-store, and the ability to share feedback digitally after a visit.

Townhouse freed up the front desk

Thanks to beautifully branded, digital self-serve options, guests can easily manage their own appointments — including booking, rescheduling, and checking in. With less to manage at the front desk, staff focus more on conveying the Townhouse brand, acting as the warm, welcoming face of the business.

Seamless self-serve options that the clients love

Townhouse wanted modern booking options to match the expectations of their fashion-forward clientele. With Zenoti, clients easily book via the Townhouse website, from their Instagram page, and even via the Townhouse mobile app. When in the salons, customers can manage their bookings and check in via beautifully branded touchscreens. This convenient setup is a huge success: 75% of clients used self-serve options between January and June 2023.

Post-visit touchpoints to promote growth

Zenoti helps Townhouse grow their clientele with seamless digital options that inspire feedback and referrals. After a visit, guests may receive a request to rate their appointment using their mobile phone — an option which promotes honest feedback. Townhouse fans can also use their smartphone to refer friends with ease. On the business side, Zenoti keeps the referral program running seamlessly by automatically tracking referrals, rewards, and redemptions — without front desk involvement.

The Result: 1,100 New Clients Every Month

• Self-serve bookings via website, Instagram, and a mobile app
• Digital referral program for effective client acquisition
• Feedback requests sent digitally to clients post-visit

The Townhouse brand is growing — fast. The nail salon chain currently gains 1,100 new clients every month. While their flawless manis and highly trained nail technicians secure client satisfaction in-store, Zenoti supports their growth beyond each location's four walls.

• 75% of clients use self-service tools.
• 70% of Townhouse gift cards are purchased online.
• 1,300 clients leave feedback every month, on average.