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RegisCorpPresentation
- 1. A Customer Service Presentation directed by Veronica Diaz
- 2. TAKE 1 Guest’s First Impressions 3 to 5 Seconds for someone to form their first impression. From what is seen and heard. Was the client acknowledged immediately upon entering the salon? What is the appearance of the salon and stylists?
- 3. TAKE 2 Salon’s Atmosphere Is the salon appealing, clean and organized? Is the salon welcoming and inviting? What kind of music is playing? Does the salon staff appear professional?
- 4. TAKE 3 Building the Stylist/Client Relationship The Stylist’s Appearance (including Hygiene). The Stylist’s Communication Skill. The Stylist’s Personality. The Stylist’s Technical Skill/Knowledge. The Stylist’s Reliability/Dependability. Making the client feel like a King/Queen. Does the Stylist care about the client’s hair?
- 5. TAKE 4 End of the Guest’s Visit Confirm the Client’s Satisfaction. Express appreciation. Home Hair Care. Next visit.
- 6. CUT… THAT’S A WRAP!!! Come to work ready to be on stage! Remember the Golden Rule! Remember that you are a Customer too! Clients will tell others more about a Negative experience than a Positive experience! Give people the benefit of the doubt! ENJOY YOUR JOB & BE A STAR!!!!
- 7. 2014 TOP 10 In Customer Service 1) USAA BANKS 2) USAA INSURANCE 3) AMAZON.COM 4) CHICK-FIL-A 5) PUBLIX 6) H.E.B 7) USAA CREDIT CARDS 8) A CREDIT UNION BANK 9) STARBUCKS 10) COSTCO EXCEPTIONAL CUSTOMER SERVICE DISNEY customers are treated as if they were a guest In your house. ALL DISNEY Employees are “on stage” at all times. https://www.youtube.com/watch?v=DlR5gc xyL_s SOUTHWEST AIRLINES “Give ‘em the Pickle!” https://www.youtube.com/watch?v=ISJ1V8 vBiiI
Notes de l'éditeur
- In those three to five seconds a client wants to feel welcomed and acknowledged. They will form an immediate opinion about if this establishment can provide satisfaction on the service they are needing. They are judging if the establishment and stylists seem competent to deliver that service. Amy Cuddy, a Harvard Business School psychologist, researched first impressions and discovered that 80 to 90 percent of first impressions are based on how trustworthy the person is and how strong and competent is the person.
- As soon as the client walks into the salon, as they are being greeted they are assessing the appearance and atmosphere of the salon they are considering doing business with. A client is looking for a salon that fits their personality. Is your salon family-friendly, trendy, upscale or middle of the road? Does your salon cater to a young and trendy, older, upscale or middle class clientele? Or do you want the type of atmosphere that can cater to all these types of clients? Is your salon playing soft contemporary music or are is it playing rap and hip-hop? Is your waiting area comfortable, clean and organized? Is your bathroom clean with a appealing smell? Your salon can have a very appealing atmosphere to the client, but the staff also plays a large role in creating the atmosphere. If the staff is behaving in an unprofessional or abrasive manner the client will not care how clean and attractive your salon is.
- How can a client trust the hair stylist with their appearance if the stylist does not look like she takes proper care of her own appearance? The client does not want someone hovering over them that has poor personal hygiene. A hair stylist must have strong communication skills in order to deliver the idea and image that the client is wanting to achieve. A stylist must listen closely and use specific communication, and include visuals if needed. The stylist should make the client feel important and always maintain a professional attitude. The stylist should pay close attention to the conversation even if it is not about hair. Be careful of what types of conversations you have with your client. For example, it is very unprofessional for a stylist to be speaking to another stylist about personal matters while servicing clients. Lastly, is the stylist educating the client about home hair care? The client is walking advertisement for the stylist. So if the client cannot at least closely duplicate what the stylist created, then that client might not receive compliments, which in turn might have an influence on whether or not the client returns. A stylist should always educate the client on ways of maintaining their new look.
- When the stylist is completely finished with the hairstyle, he/she must ensure the client’s satisfaction. With time a stylist learns to understand if a client is truly satisfied. Make sure that the stylist conveys an attitude of appreciation and gratitude. At this time, the client will purchase whatever home hair care the stylist recommended. Lastly, the client is happy with her visit and will book the next visit.
- As soon a stylist walks through the salon doors, he/she is on stage! The stylist must be ready to perform. A stylist can have fantastic technical skills and amazing experience, but if the stylist is not friendly, respectful, professional and personable, most likely that client may not want to build a relationship with that particular stylist. Remember the Golden Rule: “Treat others as you would like to be treated.” Relationships are a two-way street. Remember that you will go to an establishment for some kind of service or product and you are now a paying customer, so remember how you want to be treated and/or serviced. Give people the benefit of the doubt. You never know what may be going on in their personal life. They may be having a bad day. Be patient and understanding and always maintain a professional composure. Lastly, clients will always go out of their way to tell others about a negative experience than a positive one. It takes 12 positive experiences to make up for one unresolved negative experience. Bad customer service reaches more than twice as many ears as praise for a good service experience. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. For every customer who bothers to complain, 26 other customers remain silent.
- Exceptional customer service requires going Above and Beyond. “Legendary customer service does not come from a manual, it comes from the heart,” Bill Capodagli, Co-author of “Best Business Books of 1999.