Tissue paper drawing of recommendations for improving quality of service

1. Marketing Concept:
Ch 13 Designing and Managing
Services
image and association…

2. KEY CONCEPT: How do you differentiate
your service from competition?
Improve Service Quality
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3. Improve Service Quality
1. Listening
2. Reliability
3. Basic Service
4. Service Design
5. Recovery
6. Surprising Customers
7. Fair play
8. Teamwork
9. Employee research
10. Servant leadership
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4. We go to the hairstylist or barber shop as often
as once a month…
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5. 1. Listening
Bunny with scissor ears =
hairstylist should listen
to understand what
customers want
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6. 2. Reliability
Banner = service priority
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7. 2. Reliability
Bunny with scissor ears cuts with ability that
customers can rely on
RELY ABILITY
Banner = service priority
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8. 3. Basic Service
Do what your
suppose to do!
-Cut the hair
-Don’t hurt the
client
-Don’t ruin the hair
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9. 4. Service Design
Don’t just cut
hair!!
Decide how
you want to
be known
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10. 5. Recovery
Encourage
customers to
complain
So you
can respond
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11. 6. Surprising Customers
Exceed customer
expectations
Uncommon
courtesy or
extra service
like massages
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12. 7. Fair play
Don’t play with the
hair be fair!
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13. 8. Teamwork
Hair needs to be:
Shampooed
Hair cut
Blower dried
Everyone needs
to deliver service
with care &
attentiveness
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14. 9. Employee Research
Callouts from stylist to find out what
the owner must do to address
problems
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15. 10. Servant leadership
Inspired leadership
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16. In summary… think of the service you
want from a hairstylist…
You need them to Listen and understand your instructions
You rely and trust the whole team (teamwork) on their ability
and their brand image (reliability & service design)
Basically, you want them to cut your hair the way you want it;
Sometimes, others offers massages (surprising customers)
If you are not satisfied, you expect them to hear your feedback
(recovery)
Because you expect fair play;
A good salon is where you see that stylists themselves are
satisfied and happy (employee research and servant
leadership)
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17. 9. Employee
Tissue paper drawing… research
2. Reliability
1. Listening
7. Fair play 4. Service Design
3. Basic Service 10. Servant
8. Teamwork Leadership
5. Recovery
6. Surprising customers
www.charismarobles.blogspot.com

18. Marketing Concept:
Ch 13 Designing and Managing
Services