DASS_CH06_Slide Presentation.p ptx

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CHAPTER 6 CREATING AN
EXCEPTIONAL GUEST EXPERIENCE
6.1 SALON EXPERIENCE
6.2 SERVICE EXPERIENCE
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
ADVANCE ORGANIZER
FOLLOWING THIS LESSON, YOU WILL BE ABLE TO:
• Identify elements of ambiance that create a comfortable
and memorable atmosphere in the salon
• State why a personalized approach is the foundation of
exceptional service
• Explain how staff synergy enhances a sense of
predictability, control and safety in the salon
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
ADVANCE ORGANIZER
FOLLOWING THIS LESSON, YOU WILL BE ABLE TO:
• Describe the central features of each of the four
Service Essentials
• Identify the major differences between a salon that goes
beyond essential to exceptional and one that does not
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
ADVANCE ORGANIZER
6.1 SALON EXPERIENCE
AMBIANCE
PERSONALIZED APPROACH
STAFF SYNERGY
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | ADVANCE ORGANIZER
SALON EXPERIENCE
Creating an exceptional salon
experience is one of the best
ways to distinguish yourself from the
competition
Achieve a great salon experience by:
• Committing to caring for guests
• Learning about their needs/wants
• Developing action plans that go
beyond face-to-face contact
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE
AMBIANCE
Ambiance: The atmosphere of one’s
surroundings; the feeling of a place; its aura
• A well-run salon’s ambiance envelops
guests in a particular way the minute
they arrive on the premises
• May be obvious or subtle, but there
is never the least doubt of its presence
• Your responsibility is to embody
and promote the type of ambiance
management decides is most
appropriate for the salon’s clientele
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | AMBIANCE
AMBIANCE
Anything in the salon environment can affect the
ambiance either positively or negatively
Some of the main components to pay attention to are:
• Salon exterior – parking area, signage, landscaping and
building façade
• Décor – color scheme, wall surfaces, flooring, furniture,
window treatments, wall art and other visuals
• Music and sounds – water gardens for natural effect,
level of conversation and noise from telephones, blow
dryers and other equipment
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | AMBIANCE
AMBIANCE
• Air and Ventilation – use scents to enhance ambiance,
monitor salon’s ventilation system to keep the air fresh,
clean and free from unpleasant chemical odors
• Touchables – gowns, towels, linens, and furniture
fabrics should be soft, clean and coordinated with the
rest of environment
• Comforts – beverages, food, magazines, umbrella
stands, hand lotion in restrooms
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | AMBIANCE
PERSONALIZED APPROACH
Successful professionals realize that
no opportunity should be wasted
and relate to each guest in a highly
personalized way
Touch point: Every situation in
which you come into contact with
your guests
• Each touch point is an
opportunity to either create
an exceptional experience for
guests or to disappoint them
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | PERSONALIZED APPROACH
PERSONALIZED APPROACH
Personalized Approach: Also referred to as
chairside manner; treating your guest like an important,
valued individual
• Build trust and rapport with a guest while delivering
professional services
• Successful salon professionals say and do things designed
to put their clients at ease; salon professionals able to do
this can keep guests happy even in the most difficult
circumstances
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | PERSONALIZED APPROACH
PERSONALIZED APPROACH
Visit any successful salon and you will see the personalized
approach to client care in action, including:
1. Showing sincere warmth and concern for the guest
2. Greeting guest by name
3. Making sure the guest is comfortable
4. Smiling and staying focused on guest
5. Showing enthusiasm for working with guests
6. Remembering personal information about guest
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | PERSONALIZED APPROACH
STAFF SYNERGY
Synergy: The action of two or more
people working cooperatively together to
achieve a total effect that is greater than
could have been achieved individually
• Positive staff synergy is created when
all members of the team bring together
their personalities, abilities, values,
motivations, loyalties, and commitment
• Relies on two important concepts:
consistency and shared accountability
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | STAFF SYNERGY
STAFF SYNERGY
The following elements create a solid foundation for staff
synergy to flourish:
• Clear, shared vision – the direction and goals of the
salon are presented so that everyone is pulling in the
same direction
• Clear procedures – the way things are done is written
down, explained and monitored
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | STAFF SYNERGY
STAFF SYNERGY
• Open and clear communication – sharing information
is encouraged
• Positive, cooperative atmosphere – staff encourages
and supports one another
• “With-it-ness”– staff takes individual initiative to stay
on top of things and pay attention
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SALON EXPERIENCE | STAFF SYNERGY
6.2 SERVICE EXPERIENCE
SERVICE ESSENTIALS
FROM ESSENTIAL TO EXCEPTIONAL
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | ADVANCE ORGANIZER
SERVICE ESSENTIALS AT-A-GLANCE: THE FOUR C’S
1. CONNECT
• Establishes rapport and builds credibility with each guest
2. CONSULT
• Analyzes guest wants and needs, visualizes the end results,
organizes the plan for follow-through and obtains guest agreement
3. CREATE
• Produces functional, predictable
and aesthetically pleasing results
4. COMPLETE
• Reviews the service experience and
guest satisfaction, offers product
recommendations, expresses appreciation
and provides follow-up
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
1. CONNECT
Goal is to help guest feel comfortable and confident with
you and the service; all about putting the guest at ease
Connect Strategies:
1. Make eye contact, smile and say “hello”
2. Use the guest’s name
3. Introduce yourself to the guest
4. Give the guest helpful direction
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
BUILD A YES MOMENTUM
Getting your guest to say “yes” often in the beginning of
the appointment helps to build a “yes momentum.”
Gaining your guest’s permission to do little things, like
following you to the design area or taking a
refreshment, sets the tone for gaining their agreement
to bigger things.
Establish a “yes” habit early on in the appointment.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
2. CONSULT
Requires professionals’ complete awareness to ensure
they are leading their guests to the best decision
Consult Strategies:
1. Analyze the guest’s wants
and needs
2. Visualize the end results
3. Organize the plan for
follow-through
4. Obtain guest agreement
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
2. CONSULT
Want Questions
“Want” questions help to uncover what guests want that they
currently don’t have.
Example: “What final results do you want to see in your hair
(skin or nails)?”
Listen to hear the guest use “want” words, such as:
HAIR
SKIN
NAILS
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Shine
Warmth
Fullness
Body
Healthy
Movement
Smooth
Clear
Soft
Healthy
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
Smooth
Shaped
Shine
Strong
2. CONSULT
Have Questions
“Have” questions help to uncover problems or challenges
guests currently have.
Example: “What types of problems or challenges do you have
with your hair (skin or nails)?”
Listen to hear the guest use “have” words, such as:
HAIR
SKIN
NAILS
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Dull
Lifeless
Limp
Flat
Flyaway
Won’t stay
Dry
Shiny
Discolored
Broken
Oily
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
Drab
Chipped
Brittle
Split
Thin
Thick
3. CREATE
Involves performing the actual service while explaining
what you are doing to the guest
Create Strategies:
1. Rely on techniques that produce
predictable results
2. Explain steps and actions that are
taking place during the service
3. Recommend products and tools
to provide follow-up care
4. Commit to offering an exceptional service experience
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
SHOW THE GUEST WHAT YOU ARE DOING.
For example:
• “See how using a medium-sized round brush gives you lift
at the scalp?”
• “Let me show you in the mirror how the warm mist of the
facial steamer opens the follicles of your skin for
cleansing.”
• “This is a liquid nail wrap I will use to protect and harden
your nail.”
• “I’m using deeper pressure here to release the tense spot
in your muscle.”
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
TELL THE GUEST WHAT YOU ARE USING AND WHY YOU
ARE USING THE PRODUCT OR TOOL.
For example:
• “I am applying a gel to create a wet-look finish.”
• “I am using a medium fan brush to apply and
blend the blush.”
• “I am using a top coat to prevent the polish
from chipping.”
• “I am applying a heated crème to ensure a smooth
massage motion.”
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
FEATURES AND BENEFITS OF A PRODUCT
FEATURE
What is in it
Examples: natural bristles,
vitamin E, and almond oil
are product features
BENEFIT
What it does
Examples: adds shine,
reduces frizz, strengthens,
protects and relaxes
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
TEACH THE GUEST HOW TO PERFORM FOLLOW-UP CARE.
For example:
• “Push your hair back from the front hairline as you apply
the pomade.”
• “Apply a small amount of the toner to this area first,
followed by your forehead and chin.”
• “Use one brush stroke down the center of your nail
followed by brush strokes on the left and right sides.”
• “Use the massage crème sparingly, starting at your
shoulder and moving to the crook of your elbow.”
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
4. COMPLETE
Involves reviewing guests’ visit, making sure they have
everything needed to maintain their look, and ending
visit in a way that ensures they will be back again
Complete Strategies:
1. Reinforce guest satisfaction
2. Make professional product recommendations
3. Prebook guest’s next appointment
4. End with a warm goodbye
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | SERVICE ESSENTIALS
FROM ESSENTIAL TO EXCEPTIONAL
A salon that successfully blends ambiance, a personalized
approach and staff synergy with the four Service Essentials
has all the ingredients in place for creating an exceptional
guest experience.
The following charts provide insight into how the four
Service Essentials help provide your clients with an
exceptional experience.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
SALON EXPERIENCE + SERVICE EXPERIENCE = GUEST EXPERIENCE
AMBIANCE
• Engaging surroundings
that evoke a particular
mood
• Convenient amenities
PERSONALIZED
APPROACH
• Individual attention
• Care and concern
• Respect for the guest
STAFF SYNERGY
• Cooperation
• Harmony
• Consistency
• “With-it-ness”
CONNECT SERVICE
ESSENTIAL
• Establish rapport
• Build credibility
CONSULT SERVICE
ESSENTIAL
• Analyze guest wants
and needs
• Visualize end results
• Organize plan for moving
ahead
• Obtain guest agreement
• Feeling comfortable
• Feeling connected
• Being informed
• Having rapport
• Gaining a sense of trust
• Reinforcing that they made
a good decision
• Feeling wants and needs are
being heard
• Being in sync with salon professional
• Hearing possibilities to enhance
their image
• Having a sense of being in control
• Having a sense of being important
• Being knowledgeable regarding cost and
timing
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
SALON EXPERIENCE + SERVICE EXPERIENCE = GUEST EXPERIENCE
AMBIANCE
• Engaging surroundings
that evoke a particular
mood
• Convenient amenities
PERSONALIZED
APPROACH
• Individual attention
• Care and concern
• Respect for the guest
STAFF SYNERGY
• Cooperation
• Harmony
• Consistency
• “With-it-ness”
CREATE SERVICE
ESSENTIAL
• Perform the service
• Explain the service
• Show, tell and teach
• Achieve the desired results
COMPLETE SERVICE
ESSENTIAL
• Review the service
• Assess guest satisfaction
• Make sure guest can
re-create results at
home
• Provide follow-up
• Reinforce positive impact
• Feeling hopeful
• Being pampered
• Looking and feeling better
• Knowing how to care for hair,
skin, nails
• Being confident in using tools
and products
• Gaining self-respect
• Feeling satisfaction
• Feeling excited about future visits
• Having a personal connection with salon
• Showing a willingness to refer clients
• Demonstrating enthusiasm
• Knowing salon professional will initiate
ongoing support
• Confirming good judgment
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
FLEX STRATEGIES DURING THE FOUR SERVICE ESSENTIALS
GUEST’S PERSONALITY PREFERENCE
INTROVERTED
CONNECT
• Approach
slowly
• Speak quietly
• Don’t
overwhelm
• Ask what
would make
guest more
comfortable
CONSULT
• Ask questions to draw guest
out
• Give guest time to respond
• Don’t interrupt
• Try to keep the atmosphere
calm
• Give guest time to decide
• Ask to be sure guest agrees;
don’t assume the guest’s
silence is agreement
CREATE
COMPLETE
• Allow periods of
• Walk guest out;
silence
guide guest
through busy area
• Avoid drawing
attention to guest
• Give a positive
• Avoid doing other tasks acknowledgment,
especially related
while with guest
to something
• Speak slowly and
guest has said
quietly
• Give guest time to
think
• Don’t exert pressure
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
GUEST’S PERSONALITY PREFERENCE
EXTRAVERTED
CONNECT
• Approach
enthusiastically
• Be lively and
vocal
• Allow guest to
talk
• Introduce guest
to others
CONSULT
CREATE
COMPLETE
• Give guest ample
opportunity to talk
• Respond vocally and often
• Don’t be put off if guest
interrupts or is distracted
• Be patient as guest talks
about the decision
• Keep things moving
• Give guest things to do,
if possible
• Talk about what is going
on
• Allow for give and take
• Draw attention
to the guest
• Give guest time
to “mix and
mingle” on the
way out of the
salon
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
GUEST’S PERSONALITY PREFERENCE
SENSING
CONNECT
• Point out
location of
restrooms, coat
hanger, water
cooler
• Point out
something new
or interesting in
the physical
environment
CONSULT
• Start with the known facts
• Avoid being wordy
• Review information in
sequence
• Demonstrate suggested
techniques and products
• Suggest small changes at a
time, not drastic ones
• Focus on ease of upkeep
and practicality
• Focus on what will work
right now
• Support decision with facts
and figures
CREATE
COMPLETE
• Be efficient
• Don’t waste time
• Explain each step as you
do it
• Perform service in
traditional ways
• Be reassuring
• Describe products and
services with facts
• Offer sample products
• Follow guest’s lead
• Give clear instructions
• Comment on
success of
today’s visit
• Touch guest
gently when
parting
• Keep comments
simple and not
flowery
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
GUEST’S PERSONALITY PREFERENCE
INTUITIVE
CONNECT
• Comment on
something
interesting
outside the
salon (guest’s
job, family,
the weather,
and more)
CONSULT
CREATE
COMPLETE
• Start with what’s possible
• Listen to and acknowledge
guest’s ideas and
combinations
• Present options
• Don’t dwell on limitations
• Encourage guest to visualize
outcome
• Highlight new approaches
and inventive results
• Emphasize positive opinions
of others
• Let guest make the decision
• Reinforce that guest has
made a good decision
• Compliment guest
• Allow guest to offer
more options
• Reinforce creative,
cutting-edge aspects
• Emphasize your
availability and ongoing
support
• Encourage guest to
visualize outcomes
• Comment on the
big picture
aspects of
today’s visit
• Relate outcomes
of today’s visit
to guest’s
lifestyle and/or
image
• Remind guest
you look
forward to next
visit
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
GUEST’S PERSONALITY PREFERENCE
THINKING
CONNECT
• Greet guest in
a reserved
way; not
emotional
• Don’t be
offended if
guest does
not offer a
warm greeting
CONSULT
• Ask for guest’s advice
• Review pros and cons
• Allow guest to disagree
• Avoid vague, exaggerated
statements
• Don’t patronize
• Show respect for guest’s
decision
• Be patient as guest argues
fine points
• Do not offer feelings as
basis for decision
• Be patient with skepticism
CREATE
• Expect criticism
• Don’t be offended by
guest’s insensitive
comments
• Be concise
• Explain the logic behind
the service
• Provide the logical basis
for your advice
• Be specific, avoid
exaggeration
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
COMPLETE
• Be formal,
concise,
unemotional
• Remind guest of
the logical
benefits of
prebooking next
appointment
GUEST’S PERSONALITY PREFERENCE
FEELING
CONNECT
CONSULT
CREATE
COMPLETE
• Greet guest in
a warm,
personal way
• Be sure to
respond to
guest’s
greeting
• Listen attentively
• Invite guest to share
problems
• Paraphrase and
summarize
• Avoid sarcasm
• Reinforce what you agree
on
• Give guest permission to
speak up
• Emphasize personalized
service
• Communicate expressively
• Talk about relationships and
feelings
• Praise guest when possible
• Cooperate with co-workers
• Give complete information
• Allow time for guest to
decide
• Emphasize positive opinions
of others
• Point out endorsements,
testimonials
• Show
appreciation for
guest’s warmth,
empathy and
cooperation
• Compliment
guest, based on
result of service
• Remember to
mention guest’s
upcoming event
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
GUEST’S PERSONALITY PREFERENCE
STRUCTURED
CONNECT
• Keep reception
area neat
• Thank guest for
being on time
CONSULT
• Limit number of options
offered
• Focus on end results
• Focus on essential
information
• Reinforce that you are
able to deliver
CREATE
COMPLETE
• Deliver the service that
was agreed upon
• Perform service in
standard, classic ways
• Keep work area neat and
orderly
• Highlight conformance
with health standards
• Present advice in an
organized way
• Keep display area neat
and organized
• Don’t pressure, let guest
be in control
• Confirm next
appointment
• Give guest
business card
and/or
appointment
card
• Show
appreciation for
client’s
organized
lifestyle
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
GUEST’S PERSONALITY PREFERENCE
FLEXIBLE
CONNECT
• Try to tolerate
guest running
late
• Comment on
guest’s casual,
“laid-back”
approach to life
CONSULT
• Ask guest questions
• Give complete answers
• Volunteer information
• Be patient with guest’s
questions
• Reduce the stress of
making a decision
• Give guest time to go
“back-and-forth” before
deciding
CREATE
COMPLETE
• Be patient with guest’s
distractions
• Be willing to adjust if
guest wants to change
service midstream
• Help guest set priorities
• Focus on advice that does
not require rigid
commitments
• Provide aid and support
• Ask guest if a
reminder call
would be helpful
• Present
cancellation
policy in a
friendly way
• Show
appreciation for
guest’s relaxed
demeanor or
lifestyle
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
SERVICE EXPERIENCE | FROM ESSENTIAL TO EXCEPTIONAL
LESSONS LEARNED
 Paying attention to the elements of ambiance creates an
atmosphere of comfort and security that translates into
increased business
 Professionals who
show genuine interest in the guests’
well-being can expect to have increased numbers of
return guests
 Working cooperatively with
colleagues enhances the
guest experience
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
LESSONS LEARNED
LESSONS LEARNED
 Used appropriately, the elements of the Service
Essentials—Connect, Consult, Create and Complete—
are an effective system for creating an exceptional guest
experience
 Blending the
salon experience with the service
experience, going beyond essential to exceptional, is the
trademark of a Pivot Point professional
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
LESSONS LEARNED
REMEMBER
Learning how to create an exceptional guest
experience will enhance your ability to succeed
in a competitive market.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
LESSONS LEARNED
REAL WORLD SCENARIO
Apply your knowledge to resolve
the situations or actions in the
following scenarios
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
1. Jackie, the owner of Oasis salon, recently conducted a
customer survey to find out how the salon’s clientele
feels about their experience at Oasis. Which of the
following customer comments does NOT relate to the
salon’s ambiance?
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
a. The loud music makes it hard for me to relax during
my service.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
b. I love the comfortable seats in the waiting area and
the beautiful scent.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
c. I appreciate the cleanliness of the restroom. Can you
put some hand lotion by the sink?
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
d. You’re always so busy; it’s difficult to get an
appointment at a convenient time.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
Answer
d. You’re always so busy; it’s difficult to get an
appointment at a convenient time.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
2. Jackie is now reviewing the customer survey to
evaluate the chairside manner of her staff. Which of the
following customer comments would best indicate to
Jackie that her staff is paying attention to the
personalized approach?
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
a. The staff always reminds me to prebook my next
appointment before I leave the salon.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
b. Even though I don’t come to the salon often, everyone
remembers my name and makes me feel special.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
c. When I show Jonathan a photo of the look I want, he
knows how to achieve that look.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
d. My nail technician always has a large selection of
polish colors to choose from.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
REAL WORLD SCENARIO
Answer
b. Even though I don’t come to the salon often, everyone
remembers my name and makes me feel special.
CHAPTER 06 CREATING AN EXCEPTIONAL GUEST EXPERIENCE |
REAL WORLD SCENARIO
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