Software: Phorest
Brook Usage: Overflow + After-hours (Brook picks up when the line is busy or after hours)
Location: Coconut Grove, FL
Founder Detlev Gessner has more than 30 years of experience in hair design and color and is an industry leader and educator throughout the United States. His extensive background ensures that clients receive not only exceptional styling but also expert knowledge on the latest trends and techniques.
Detlev was born and trained in Germany, where he achieved the Master Stylist certification—the highest national credential a stylist can earn.
In 1988, he brought his talent to Miami, quickly establishing a reputation for excellence. Over the years, he has worked with high-profile clients including Hillary Clinton, Tipper Gore, Nestor Torres, and Sally Jessy Raphael. His current clientele includes Cristina Saralegui, a prominent Spanish-language talk show host.
Despite its reputation for high-touch, personalized service, the salon faced operational challenges. High call volume, complex appointment requests, and the need to maintain a polished, professional image across all communications began to strain the front desk team.
To ensure the team could remain focused on in-salon guest experience, Detlev introduced Brook, an AI phone assistant, to manage incoming calls and guest inquiries.
By offloading transactional calls to Brook, the team no longer starts their day with a backlog of voicemails or missed calls.
Previously, staff arrived early just to catch up on messages. Now, that burden is eliminated.
This shift allows the front desk to:
The result is a smoother, more dedicated guest care experience.
The implementation of Brook was not about replacing staff, but about improving efficiency and enhancing the client experience.
The front desk team needed relief from constant phone interruptions so they could:
Brook enables this by handling routine calls consistently and professionally.
Detlev Salon is built on excellence, and every interaction must reflect that standard.
Brook was integrated to ensure all calls are handled with:
Clients feel comfortable booking through Brook, as it communicates naturally and intelligently.
The system ensures that even when staff are unavailable, the salon never appears busy or unresponsive.
Brook provided a solution that reduces administrative workload without compromising service quality.
The result is:
Brook acts as a natural extension of the salon’s customer-focused brand.