A New Salon Interior Concept AN EMOTIONAL JOURNEY Developed by L’Oreal Professional Products in partnership with the Maletti Group, ‘Salon Emotion’ breaks down the client journey through the salon into 7 key stages. Regardless of the service or the type of salon, every visit to the hairdressers consists of 7 key important phases – crucial elements that are ALWAYS the same. The Salon Emotion concept highlights these 7 key moments and explores each individually, enabling salon owners to maximise the journey, enhance the client experience and promote all aspects of a salon’s menu. in partnership with
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
ORIGIN OF THE 7 STEPS A five nation country-wide salon client survey revealed that while clients enjoyed some elements of the salon visit, there were others they didn’t and some they never even experienced. What they realised was that few salons focussed on clients’ visit as a whole and tended to concentrate on one or two elements they believed were important. The Salon Emotion 7 Steps was created to show the importance of the entire journey and to enable salon owners to enhance the complete client experience and improve business.
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
STEP 1 THE SALON WINDOW The shop front is the window into all the wonderful products and services your salon offers and a good salon window will promote, welcome and entice clients inside. Product displays and creative images advertise your wares and show what’s possible if you step inside. Salon Emotion shows you how to best to format your window and how to utilise technologies such as digital screens to promote your salon experience to the passing public.
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
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Ouverture Reception Desk
STEP 2 THE RECEPTION
Welcome Green Reception Desk
This is the focus of the welcome and the crucial first interaction with your clients. You need to get this right as 70% of women feel anxious entering a new salon and even regular clients can be put off by a poor or unenthusiastic welcome. Focussing on client experience, Salon Emotion gives clear guidelines on the design and position of your reception desk and how to deliver that first greeting to make every client feel welcome and at ease.
Marie Reception Desk click on the images above for more product information
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
STEP 3 THE CONSULTATION
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Alu Styling Chair & Manhattan Trolley
A good personal consultation is fundamental to delivering the complete experience for each and every client. During the consultation the client’s needs and desires are gleaned and the right services and products are agreed. For new clients a good consultation will highlight their wishes and opportunities for products and services. For regular clients, their needs and desires may change, and if you’re not listening to your client’s wishes, someone else will. A dedicated area for consultations is worth having as you can have style guides, colour charts and product information all at hand to help ensure the prefect, personal experience.
Musette Styling Chair, Colline Table & Marcello Mirror click on the images above for more product information
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
STEP 4 THE BACK-BAR
Green Star Class Wash Unit
Consisting of backwashes, shampoos, colours and product ranges, the Back Bar is the technical, shampoo and wet treatment area of the salon and usually the first place a client will experience the actual services of the journey. 87% of women say the shampoo is the best part of the salon visit, but a massive 70% of customers surveyed said that they wouldn’t return to a salon if they had a bad shampoo experience. Fully reclining, massaging back-washes like the 330 and the Green Star Class provide an important element of the journey. The wet products provide the hair care and hair services, while the units and backwashes provide the practicality and comfort. Focussing on one and not both means there will be something missing from the client experience. More than anywhere else in the salon the Back Bar is about comfort and practicality; comfort for the client and practicality for the hairdresser and a good Back Bar will deliver both.
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330 Wash Unit click on the images above for more product information
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
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Mimi & Eufemia Styling Chairs with Breda Wall Styling Mirrors
STEP 5 THE CLIENT SERVICE
The creative platform; the styling and work stations are where most of the magic happens and as with the Back Bar, the comfort and practicality need to be combined to provide the best experience and results. Clients seated for long periods need to be comfortable while hair professionals need the space to create. The look of the styling units and chairs is where the salon’s individual identity is expressed and Maletti has many designs for practicality, comfort and a bespoke salon image.
Decadence Salon, London with Morpheus Styling Chairs click on the images above for more product information
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Salon Window Reception Consultation Back-Bar Client Service Home Care Check-out
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Rush Salon Clapham UK with Morpheus Styling Chairs
STEP 6 HOME CARE Crucial to maintaining the creative work at home is Home Care advice and products and a section designated to retail and after care advice is an important stage of the journey. Every client will use shampoos, conditioners and styling products, they’re not getting them form you; they will get them elsewhere. A dedicated Home Care area with well designed and accessible display units like those in the Maletti Expo range enable you to talk through all the aftercare options, provide testers and prescribe products tailored to the individual client needs. click on the images above for more product information
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Salon Window Reception Consultation Back-Bar Client Service Home Care Pandora Reception Desk
STEP 7 CHECK-OUT
Check-out
Ouverture Reception Desk
The all important friendly conclusion of the visit and payment. Many salons neglect this important part of the service journey and the result is that 51% of women feel they are rushed to leave and 60% say the experience is impersonal. The Check Out is a vital opportunity to gain feedback on clients’ experiences and to re-book and offer additional services. Much of improving the client Check Out experience is to do with training, but a well designed and functional reception desk will make the experience comfortable and secure. As with all other aspects of salon furniture, Maletti has worked with experienced designers to create a range of practical and individualistic reception desks that help compliment and completed the client journey.
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Marie Reception Desk click on the images above for more product information
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Salon Window Reception Consultation Back-Bar Client Service
Taylor Taylor salon London with Pompadour Styling Chairs
Home Care 330 Air Massage Wash Unit
WHY YOUR SALON SHOULD GET EMOTIONAL
READY TO GET SALON EMOTIONAL? SALON EMOTION - FACTS
Want to find out how Salon Emotion can work in Salon Emotion effectively creates and your salon? Then speak to L’Oreal Professional, they environment where the client feels the salon has have lots of great advice, useful facts and guidance that their best interest at heart, regardless of what you can use to improve your salon and you business. services they have or what they spend. In return the salons gains a loyal and trusting clientele. SALON EMOTION - FURNITURE In addition by focussing on the entire experience, To understand more about how key pieces of furniture salons won’t miss out on opportunities to provide can really enhance your client experience, speak to the client with additional goods and services. Maletti – the furniture specialist. Maletti has a team Even if you don’t have the space for 7 individual of dedicated salon furniture experts that can help you areas, Salon Emotion shows you how to focus on choose the furniture that fits your look, your budget and the journey to ensure the layout and furniture helps you to create your very own Salon Emotion journey. maximise the overall client experience.
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Check-out
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Musette Styling Chairs & Breda Mirrors
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MALETTI GROUP For over 80 years a world leader in beauty & design Maletti Group is dedicated to research and design with the aim of creating a harmony between technology and aesthetics and to deliver practicality, ergonomics and comfort in the beauty and salon environments. Today the Maletti Group exports to 101 countries worldwide and can be found in many of the world’s most dynamic, inspirational and renowned salons, spas, hotels and academies. During the company’s 80-year history, the Maletti Group also has collaborated with many of the world’s leading designers, architects and companies to help deliver creative solutions and innovations for hair and beauty professionals. In a long standing working partnership with L’Oreal Professional, Salon Emotion is the latest venture in which the two leading companies have joined forces. As with many of the previous collaborations between Maletti Group and L’Oreal Professional, the innovation that is Salon Emotion is sure to soon become part of the working practices and the very fabric of the hair and beauty industry.
Maletti Group W: www.maletti.it/defaulten.aspx E: info@maletti.co.uk T: L’Oreal Professional W: www.lorealprofessionnel.co.uk E: T:
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