7 Steps to the Ultimate Salon Experience, with Mizani and NoScrunchie

1. SALON EMOTION
MIZANI IS A SALON-EXCLUSIVE BRAND DESIGNED FOR THE PROFESSIONAL STYLIST.
PRODUCTS ARE AVAILABLE IN MIZANI SALONS WORLDWIDE FOR CONSUMERS.
IF YOU FIND MIZANI PRODUCTS IN AN UNAUTHORISED LOCATION,
PLEASE NOTIFY US AT MIZANI@UK.LOREAL.COM
WWW.NOSCRUNCHIE.COM
VISIT WWW.MIZANI-UK.COM FOR MORE INFORMATION ON MIZANI PRODUCTS
DISCOVER. SHARE. CONNECT.
IN PARTNERSHIP WITH
ADVISED BY L’ORÉAL, FEATURING INDUSTRY LEADING STYLISTS
7 STEPS TO RE-ENCHANT THE
ULTIMATE SALON EXPERIENCE

2. WE ASKED... THE EXPERTS
MULTI-AWARD WINNING
HAIRDRESSER AND CREATIVE
DIRECTOR OF THE FRANCESCO
GROUP UK
Good customer service is hugely
important to me and the team at
Francesco Group.
It includes:
- Listening to exactly what your
client wants.
- Understanding the client’s needs
- Also, providing the best service
possible tailored to every individual
client makes all the difference.
CELEBRITY HAIR-STYLIST AND
BRITISH AFRO HAIRDRESSER
OF THE YEAR 2013
Good customer service
is all about ensuring that
the customer’s needs and
requirements are being
fulfilled at every stage of
the appointment.
This is achieved by
providing and delivering a
professional high quality
service and assistance.
1. THE SHOP WINDOW
DO YOU MAKE AN IMPACT FOR
THE RIGHT REASONS?
• Are your contact details easy to find and up to date?
• Is there an effective appointment system in place?
• Are services communicated clearly to the client
prior to booking?
• Are prices communicated clearly for
different services and stylist expertise?
TOP TIP - Ensure your channels of contact are
responsive and up to date – online is a great
route to reach new customers researching salons online.
2. THE RECEPTION
DO YOUR CLIENTS FEEL
WARMLY WELCOMED?
• Are customers acknowledged and greeted as
soon as they enter the salon?
• Is there an allocated space for welcoming
customers into the salon?
• Are clients offered refreshments and magazines?
• Are scheduled appointment times maintained?
3. THE CONSULTATION
ARE YOU EMPATHETIC?
• Do you provide a consultation for each client?
• Do you clearly talk through what will be happening
– stating how long the process will take using
language the client will understand?
• Does the stylist consider the customer’s requests
and show clear understanding of the desired
outcome?
• Is the stylist’s professional knowledge used to
discern the best option for the clients hair
and lifestyle?
• Does the stylist offer advice on healthy hair
choices for the client?
INTERNATIONALLY ACCLAIMED,
MULTI-AWARD WINNING
HAIRDRESSER & SALON OWNER
Customer service is about:
communication, being courteous,
consideration and empathy at
all times.
Smiling is an essential part as
this makes you and the person
feel at ease, even when you are
on the phone.
HAIR STYLIST NATIONAL
ADVISORY COMMITTEE
MEMBER FOR HAIRDRESSING
WITH CITY & GUILDS
Customer Service is imperative as
it starts right from the moment the
customer enters your salons door.
If they are greeted with courtesy
and respect this will set up the
rest of the journey of their hair
experience.
WINNER OF THE INAUGURAL
GOOD AFRO SALON AWARDS
FOR CUSTOMER SERVICE
It’s important to ensure that
established clients should
continue to feel valued
and are respected.
The hairdresser should
make them feel satisfied and
special when visiting or they will
turn around the corner!
4. THE BACKBAR
IS THIS A RELAXING AREA
FOR THE CLIENT?
• Is the area clean and tidy?
• Is the customer asked about their preferences;
whether or not they want a massage, the level
of pressure or if they are happy with the water
temperature?
• Are you paying attention to where the water is
going, providing enough protection for the
clients clothing with towels or gowns?
TOP TIP - Provide the client with a hair towel when
returning from the backbar to the styling station.
5. THE STYLIST CHAIR
ARE YOU REASSURING
TOWARDS THE CLIENT?
• Is the stylist communicating with the client
during the styling process to reduce any
potential anxiety towards the outcome?
• Is the client made comfortable enough to
express their feelings whether negative or
positive, regarding the style at every stage
of the process?
6. THE AFTERCARE
DO YOUR CLIENTS FEEL
ADVISED?
• Is the client advised on what products to
use at home?
• Do you explain how to maintain the
hairstyle at home?
TOP TIP - Place pricing on the bottom of products,
within the clients reach to avoid any embarrassment.
7. THE CHECKOUT
DO YOU MAKE THE CLIENT
FEEL VALUED?
• Do you encourage your client to return –
advising on their next appointment and
the services they should receive?
• Do you encourage the customer to
review your salon?
• Are you enthusiastic about the hairstyle
you have created?
“
“
HOW MANY OF
THESE STEPS CAN
YOU CONFIDENTLY
ANSWER YES TO?
MICHELLE
THOMPSON
MARY
KANKAM
EUGENE
DAVIS
CHARLOTTE
MENSAH
NICKY
OLIVER
WHAT IS GOOD
CUSTOMER
SERVICE?