Success Through Service

Success Through Service 1

Here is a link to this book on Amazon.
https://www.amazon.co.uk/Success-Through-Service-Customer-Hairdressers/dp/1721250298/ref=sr_1_17?keywords=Peter+Regan&qid=1555414107&s=books&sr=1-17

Outsatanding Customer Service Skills For Hairdressers

Customer service skills are often misinterpreted. Whatever business you are in the basic philosophy is the same – the customer always comes first. It’s a very simple concept but is very difficult to teach. This is because not only does each and every one of us has a different opinion of what customer service is but we all have opinions about what are the most important aspects of the service we offer. In order to help clarify the situation, this book has been specifically written to take the ambiguity and uncertainty out of the subject and assist salon managers and owners to follow a valuable and worthwhile system of communicating the relevant information to their younger employees with a minimum of effort.

To bring clarity and remove the haziness surrounding how we treat our customers, the content takes on the role of a television script. We follow a customer around the salon and through the thought processes of the salon manager we see what happens when we get things right but more importantly, how to make sure we don’t get things wrong.

Below are a few scenes from the script so that you can see how the system works.

Act One

WE START IN A SLIGHTLY SHABBY RESTAURANT. SEATED AT A TABLE ARE SIMON OUR SALON MANAGER AND A FRIEND. THEY HAVE JUST RECEIVED THEIR BILL AND ARE ABOUT TO PAY.

THEY DON’T LOOK HAPPY. 

Sc.1.   INTERIOR.   RESTAURANT.   NIGHT. 

SIMON

The service here is terrible. No wonder there’s nobody eating here anymore. 

HE THROWS MONEY ONTO THE TABLE.  

Come on let’s go. 

FRIEND

OK. It’s such a shame, I really like the food here.

THEY GET UP AND WALK TOWARDS THE DOOR. THEY MEET MRS STUART AND HER HUSBAND.

MRS. STEWART LOOKS EMBARRASSED.

SIMON

Hello Mrs Stuart, I haven’t seen you for a while. 

MRS STUART

Hello Simon. Well, No, erm… 

HE MOVES TOWARDS THEM AND WHISPERS 

SIMON

I wouldn’t eat here if I were you, the service is dreadful.

SIMON AND HIS FRIEND EXIT. MR AND MRS STEWART REMAIN IN DOORWAY.   

MR STEWART

Do you still get your hair styled at Simon’s salon? 

MRS STEWART

No, I wasn’t very happy last time and I don’t like complaining. They get so defensive, I feel like it will cause an argument. 

MR STEWART

Mmm, Yes. C’mon let’s go to Vittorio’s instead, it’s always good there. 

THEY TURN AND EXIT 

Sc.2.   EXTERIOR.   STREET.   DAY 

THE NEXT MORNING SIMON IS WALKING ALONG A ROW OF SHOPS. HE IS CLEARLY DEEP IN THOUGHT.  WE HEAR MUSIC, QUIET AT FIRST BUT INCREASING IN VOLUME AS HE WALKS   

SIMON (THOUGHTS)

Well I didn’t cut Mrs Stewart’s hair for her. I wonder why she left us?

Sc.3.   INTERIOR.   RECEPTION.   DAY. 

HE ENTERS THE SALON. THE MUSIC IS VERY

LOUD NOW. THE PHONE IS RINGING IN A DESERTED RECEPTION. HE LEANS OVER TO ANSWER IT, BUT IT STOPS RINGING AS HE REACHES IT. 

SIMON (THOUGHTS)

Typical. 

HE TURNS THE MUSIC DOWN. 

I can’t even hear myself think with this noise. 

HE LOOKS AT THE APPOINTMENT BOOK. 

I don’t believe this, we seem to be working at about 30% of capacity. 

Sc.4.   INTERIOR.   SALON.   DAY.

HE WALKS ROUND PAST THE WAITING AREA INTO THE MAIN SALON AND STOPS. HE LOOKS INTO A MIRROR. 

SIMON (THOUGHTS)

We’ve done everything to bring more customers into the salon but we don’t seem to be getting any busier. If I could just put my finger on what we need to do. 

THE SALON IS UNTIDY AND THERE ARE NO CUSTOMERS. WE SEE TWO STAFF MEMBERS LEANING AGAINST A WALL, ONE IS USING A COMB TO CLEAN HER FINGERNAILS.

SIMON (THOUGHTS)

If we don’t do something, we won’t last till Easter. 

FADE TO BLACK 

SIMON (OUT OF VISION)

We found ourselves with just two choices. Firstly, we could make some redundancies to cut costs. But this must only be done as a last resort. Or we could tackle this head on identify the problem and create the remedy.

I realised that the level of our customer service was no higher than that of the restaurant we were in last night. But what steps, would we need to take to get back on top?