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Cawboys and angels blueprint presentation (2)
- 2. Located in Dublin's south city Sheila Burke and Valerie Paterson (Directors) Women and Men 1995 hair cut, blow dry, highlights, bleach and toner Etc. Hair Extensions Specialists
- 3. • Decoration • Furniture • Music • Ambience
- 4. People Processing Service Physical Process for Customer Low Level Of Customer Participation Customer Physical Presence
- 6. What the customer can see and uses to asses quality Decor Furniture Equipment Staff Appearance Cleanness Cosmetics Towels Tool-kit
- 7. Equipment Maintenance Premises Maintenance Cleaning Staff Management (Rosters) Staff Training
- 8. Beauty/Cosmetic Products Purchase and Inventory Booking Systems / Databases Marketing (website, social media) Billing/Payment Systems
- 9. Parking Spots Front Desk Coat Room Waiting Area Lighting Adequate Consultation Delays in Services Payment Methods
- 10. Reception Area Waiting Area Between Services Payment Toilet
- 11. Act 1 Introduction Act 2 Service Delivery Act 3 Payment and Leaving
- 12. Accept Booking Confirm time & Service Take Coat Escort customers to the waiting area Check Availability Insert Booking • TV • Magazines Maintain Reservation System Time LineFrontStageBackstage Line of Visibility Service Standards and Scripts W Line of Interaction Physical Evidence Line of Internal Physical Interaction Line of Internal IT Interaction W Sound and Tone of Voice • Coatroom • Other Coats ACT 1 • Response Time • Script for Taking Reservation Capacity/Reservations Customer Records Services and Billing Inventory / Purchases Greet Customer Contact Person (Visible Actions) Contact Person (Invisible Actions) Waiting Area Coach TV/Magazines • Greeting /Service confirmation • Appearance of Employee Support Processes F F Make Reservation Reception Coat Room Waiting Hang Coat Maintain Facilities • Time • Script for Greeting Maintain Facilities • Time W • Time Databases
- 13. Washing Application of Products Cleaning Style Creation Application of Products Cleaning Check Water Temperature Shampoo/etc. Preparation Maintain Facilities/Equipment Time LineFrontStageBackstage Line of Visibility Service Standards and Scripts W Line of Interaction Physical Evidence Line of Internal Physical Interaction Line of Internal IT Interaction • Employee • Washing Area • Equipment/Products ACT 2 • Time • Script for correct way of washing hair Capacity/Reservations Customer Records Services and Billing Inventory / Purchases Colour Service Application of Products Cleaning Contact Person (Visible Actions) Contact Person (Invisible Actions) • Employee • Sitting Area • Tools/Products Support Processes F F Hair Washing Colour Stylist Style Creation/learning Products/tools Preparation Maintain Facilities/Equipment • Time • Script for Colour • Time • Script for StyleW W Products Purchase • Employee • Sitting Area • Tools/Products Colour Service Products/Tools Preparation Maintain Facilities/Equipment Products Purchase Products Purchase Databases F
- 14. Present Bill Accept Payment Produce Receipt Take Coat Return Coat Escort customers and Good Bye Check Payment Acceptance • Check Outside Maintain Billing System Time LineFrontStageBackstage Line of Visibility Service Standards and Scripts W Line of Interaction Physical Evidence Line of Internal Physical Interaction Line of Internal IT Interaction Bill • Coatroom • Employee • Other Coats ACT 3 • Bill Format • Payment Terms • Script for Acceptance Capacity/Reservations Customer Records Services and Billing Inventory / Purchases Contact Person (Visible Actions) Contact Person (Invisible Actions) Building Exterior • Toilet Design • Cleanliness • Hygienic Products Support Processes F F Bill Presentation/Payment Use Toilet Coat Room Leaving Retrieve Coat Maintain Facilities • Cleanliness • Supplies • Frequency of Inspection • Time • Script for Delivery W • Bill • Card Reader • Employee Keep Other Coats Secure F Inspect Frequently Maintain and Clean Databases Supplies Storage Supplies Purchase • Time • Script for Good Bye
- 15. Parking Tickets Answer Machine/ Hold Coat Room Renovations More Seats (Waiting Area)/ Good Booking Management Increase Lighting Make Sure of Customer Wants Good Time /Booking Management Check Phone Lines / Mobile Payment Systems
- 16. Good Management of Booking Good Management of Services Timing Bill Ready Before Services are Completed New Toilet Facilities
- 17. Professionalism Quality Products Cleanses Safety Listen to Customer Wants Ambience Dealing with Unexpected bad results/ styles Dealing with Appraisal from Customer