Business Tips
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client The
service journey
Beauty business expert, LIZ MCKEON, asks salons whether they are selling an experience, or selling a service?
A
lot of spas and salons talk about the guest journey and rightly so. Getting this crucial process right is an essential part of business management, as it focuses squarely on the customer experience in your salon. We have to conduct all business planning from the client’s point of view, examining every single ‘touch-point’ they have with your business. In salon management, it is amazing how different it looks when seeing it through the client’s eyes. When learning how to manage a salon business, it is important to keep your customer in mind. Repeat customers is the number one way to make money in a beauty business, so good customer experiences are the best competitive advantage of a salon.
online @ probeauty.co.za
Think like a client. It’s amazing how different your salon looks when you are seeing it through the client’s eyes.
the client’s point of view. I have created a guide below with an introduction to customer service and a checklist to run through with some clear and concise questions which act as prompts. Do this today to help ensure that your customer is number one and has the very best experience when visiting your salon or spa.
What is customer service? Most people think that the journey begins when the guest walks through to door. It begins way before that. From the moment they first connect with your business via the internet (whether your website or booking service) or by phone. The guest journey requires a detailed examination of customer service. In order to determine whether you are winning (or could do with some improvement), you need to conduct a little audit from
Customer service is the service provided to our customers before, during and after purchasing and using goods and services. “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. We are not doing him a favour by serving him. He is giving us a favour by giving us an opportunity to do so.” – Mahatma Ghandi
