MAHOGANY LASH & BODY · CUSTOMER EXPERIENCE + AUTOMATION
Turning customer experiences into visible social proof.
Designing a repeatable Google review collection process that connects the customer appointment journey with automated follow-up and public feedback.
20 additional Google reviews recorded between the original project baseline and September 24, 2026.
THE CHALLENGE
A great customer experience deserves to be seen.
Mahogany Lash & Body had an established customer base and positive customer experiences, but needed a more consistent process for encouraging customers to share their experiences publicly.
At the beginning of the project, the business had 51 Google reviews.
The objective was to introduce a repeatable review collection process that supported the business's online presence without creating additional administrative work for the owner and her team.
Original project targetIncrease Google reviews from 51 to 80+ within 30 days.
THE STRATEGY
Make the review request part of the customer journey.
Rather than relying on employees to remember to request reviews, I designed a process that connected review collection to the business's existing appointment workflow. The strategy combined customer communication, automated follow-up, and ongoing visibility into customer feedback.
- 01
Complete the customer appointment
- 02
Send an automated post-appointment SMS
- 03
Provide a direct link to leave a Google review
- 04
Monitor feedback through Google Business Profile
PROJECT MANAGEMENT
Turning the strategy into an executable plan.
I organized the Google Review Acceleration System in Asana, defining the communication process, implementation requirements, team responsibilities, and review collection objectives. The project included preparing customer communication scripts, confirming the existing customer contact workflow, and coordinating how review requests would be incorporated into the business's operations.
These screenshots document planning and implementation requirements; they do not indicate that every planned task was completed.
CUSTOMER COMMUNICATION + AUTOMATION
A simple follow-up that happens after every appointment.
Working with the business owner, I implemented automated post-appointment SMS review requests through Square. Customers received a review request a few hours after their appointments, creating a repeatable opportunity to share feedback without requiring the team to manually send every message.
The automation used the business's existing appointment and customer communication platform rather than introducing another software tool.
OPERATIONAL DECISIONS
The simplest system is the one the team will actually use.
The original implementation plan included creating a separate review tracking process.
After reviewing the business's existing tools and discussing the requirements with the owner, we decided that maintaining an additional tracking system would create unnecessary administrative work.
Google Business Profile already provided visibility into the business's review count, rating, and customer feedback. Instead of introducing a redundant tracking tool, we used the business's existing platform to monitor results.
Key decisionUse the tools already available before adding another layer of operational complexity.
CUSTOMER EXPERIENCE
Making customer feedback part of the business's growth.
Customer reviews provide prospective clients with visibility into other customers' experiences while giving the business owner an opportunity to respond to feedback publicly.
The review collection process was designed to make it easier for customers to share their experiences after their appointments.
THE RESULTS
From 51 to 71 Google reviews.
Between the documented project baseline and September 24, 2026, Mahogany Lash & Body's Google review count increased from 51 to 71, representing approximately 39% growth.
The automated review-request process was implemented during this period. The exact activation date and the number of additional reviews directly attributable to the automation have not been verified. The original 30-day target of 80+ reviews was not established as achieved.
THE TAKEAWAY
Better operations don't always require more tools.
This project demonstrates how an existing customer journey can be improved by connecting communication, automation, and customer feedback.
By building the review-request process around Square and Google Business Profile, the business gained a repeatable customer follow-up workflow without introducing additional software or unnecessary administrative tasks.
The operational approach was straightforward: identify the gap, design the process, implement the automation, and use existing tools to monitor the outcome.
LET'S TALK
Need help turning everyday business activities into repeatable systems?
I help small-business owners organize their operations, improve customer experiences, and build practical systems that support sustainable growth.
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