Posted :2011 -01-09
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salon customers to shop consumer industry, so shop decor is Jue given the key to whether the customer home consumption. At the same time a
hair salon with reception area at least, shampoo area, dye hot zone, haircut style zone and so on, and store more packets daily affairs logic Vientiane, open every day from the closing of each small business to details are the major key.
an in-store operating procedures and business focus
1. Business ago
1) store the cleaning work.
2) exercises all help service processes.
3) Huai prepare all the necessary supplies business, which includes the necessary supplies and other guests.
2. Morning
1) employees of the instrument checks.
2) Report to discuss the ways to achieve business goals and several promotional programs.
3) store health inspection.
4) encourage the mentality of all employees.
3. Business in
1) for the store's customer base when playing this music, special event days to play the appropriate music or songs, but be careful of the volume to this, the noon and evening time slots can be played between the instant a new News.
2) keep the environment clean and pay attention to the needs of customers.
3) to keep control of the store's business status and to ensure the smooth flow shop.
4) mobilize the entire store staff, when traders to store products offered to the guests, the guests to convey to the latest trends.
5) at any time to maintain a good attitude and spirit.
6) to do daily business of the financial statements of the material.
4. Opening hours idle
1) hair styling for the design of the shop staff.
2) exchange of experience and hospitality service skills.
3) education and counseling new employees poor performance of the designer.
4) environmental cleaning and equipment maintenance.
5) associated with the customer by telephone cheese feelings.
6) Hair supplies store safety stock checks.
5. At the end of business on the day's work
1) services to end customers is not complete, play closing music.
2) do a good job cleaning the shop, work, Huai party held equipment.
3) When the said settlement of the turnover.
4) computer print statements, check if said cash income and expenditure.
5) after each said checkout, fill out the cash from the accounting staff report, and confirm the flatter wrong.
6) will be required every other day for petty cash, working capital were placed properly.
7) an inventory of supplies and equipment show.
8) clean up clean up the site.
6. Party
1) When the said work to review, promotional activities at any time reward.
2) the next day's work suggests.
7. Closed shop
1) turn off the lights, turn off the power and the equipment.
2) petty door.
3) open the security system.
Second, the service process rules
hair industry is a people-oriented service,
straightening irons, the customer come first, the difference between a good quality of service and expertise of the Huai River water is Jue will come again given the customer spending the primary factor. Services to do the more delicate, more intimate, standing position of the customer consideration,
cloud 9 hair straighteners, the more you make the customer feel the heart, but also to show the store unique. Huai standard service procedure should be done:
1. Station classes
1) smiling, standing in the door from inside the 1 meter.
2) intentionally cross-shaped hands, hanging on the belly natural waist.
3) Station class time usually work five minutes for the Huai.
2. Hospitality
1) door when guests must loudly say, 'Welcome', and bent 45 degrees bow, then say, 'Please follow me' guide guests seated.
2) if the guests coats, jackets should be hung to help guests and to the number plate.
3) to guide the guests seated, the guests will towel around the back of the neck, when your guests wait, say 'I'm sorry, please wait a moment', then offer tea, newspapers, magazines, put the cup Right in front of the guests on the desktop.
4) When the guests go out and loudly say, 'Thank you for coming'.
3. Massage
1) In principle, massage time about 3 minutes, depending on the guests need to increase or decrease proportionally.
2) massage to ask the guests 'efforts in this ocean will not be too large or too small'.
3) ask the guests whether the designer, if not specified, they tell the guests to help its introduction designer.
4. Shampoo
1) open the first guests gently comb the hair, then shampoo this amount down in his hands, then apply dry customers' hair tail, water began to bubble. Because if applied directly to the shampoo on the scalp at the guests, then shampoo � net will not clog pores, leading to customer scalp itch.
2) the principle of shampoo for about lo minutes of time, wash time to ask guests 'would not be too heavy or too light'.
5. � Water
1) water when washing hair to � be walking right in front of the guests lead the way, and pay attention to whether the guests to follow up.
2) first raised this in the water, and water in � ask the guests 'ocean water that can do'.
3) ask the guests whether to hair care, and inform the need to increase.
4) � water is completed, the guests take the heat for the hot towel neck.
5) to help guests dry, put on dry � towel, and then guide the guests back seat.
6) cast hair oil, and invited guests wait a moment.
7) written statement, on the guest table, and said 'thank you'.
6. Perming and hair
1) first guests with a sliver along the hairline Wai Wai, sliver out if wet, must be replaced immediately.
2) pay attention to whether the perm solution flows down, contaminated clothes or face the guests.
3) must not dye hair to the scalp, skin or allergic symptoms if the guests who should be persuaded not to hair.
4) steam hair to ask guests 'will not be too hot', and pay attention to the steam engine temperature, note that the water will flow to the steam guests Jianshang, and first brought tissues to prepare for contingencies.
7. Hair care
1) products introduced to the guests down to the tune cup, stir, even the hair on the comb to the guests.
2) along the hair with a towel around the edge of good.
3) When the steam engine to adjust to this time and location.
8. Hair
1) assistant hair before the hair and depending on the length of the guests, ask the guests to blow dry or straight, or consult the designer to how to deal with.
2) hair dryer is not too close to the hair, can not be fixed in a position blowing too long, so as not to damage the hair.
3) Assistant to the hair and blow dry 70%, and after finishing to no longer dripping, over the services that notify the designer.
4) to leave to inform the designer must be to the guests said, 'Please wait a moment'.
9. Hair Design
1) design services to guests, in the case of the first service, the need to introduce themselves to the guests 'Hello, I'm a few number of designers are happy to serve you'.
2) If the guests for the old customers, guests can personally by the designer shampoo, massage, by the way light � greeting.
3) Service is completed to ask the guests are satisfied, and asked the guests if there coat, if so, personally coat to the guests, or for put.
10. Checkout
1) service after thanked the guests and guide guests to the checkout counter, this time if other guests waiting for service, and has been waiting a long time, first apologized to each other.
2) accounting for the time, to see the bill, and told the guests the service project, a total amount of money.
3) money, it should say 'charge you exactly how much, how many dollars you are looking for, thank you, please come again'.
4) see a visitor.
5) end end accounts, such as designers have the time, to the guests to the door, if the shop on the second floor, to send guests to the stairs, and watched the guests leave.
6) leaving the guests to get out the door, once again thanks to the guests, make it back again, in order to strengthen the guests a good impression of the shop.
Third, site management should pay attention to issues
1. Employees shall not eat snacks in place of business.
2. Employees shall not doze off in the place of business.
3. All staff should be dry every morning 15 minutes before the dress business is completed.
4. Employees can not make the place of business, dining and other video image of the action call the store.
5. Can not play loudly in the place of business, public chat, or appears to lack of energy.
6. Smoking is prohibited in the place of business, except when competent hospitality, but also in the smoking area.
7. Working hours are not free to leave work.
8. Working hours unless absolutely necessary, can not make personal phone calls.
9. Reception during working hours to avoid friends and relatives to shop consumer exception.
10. People read newspapers and magazines must be in charge of the designated area and specified period of time.
11. Employees must not dry shampoo business within a specific time.
12. Can not give lessons in store for guests.
13. Employees may not refuse to pick on the services provided to customers or guests.
IV salon finishing clean sweep focus
clean work management
clean working time is divided into regular and irregular. Clean work assigned by the manager responsible for staff, supervision and inspection. In addition to distribution logistics, the staff should be aware at any time and take the initiative to clean work.
1) the guests left, immediately clean the seat, and wipe clean.
2) the Mirror, withdrawal of the seat bottom cleaning, each said at least five times.
3) glass doors, windows must be polished every day.
4) the floor must be cleaned every day, and ready to deal with the hair on the floor after a haircut.
5) broom and mop can not be arbitrarily placed on the site, accounts drained designated locations.
6) rainy days when placed in front of both sides of the umbrella stand, wet the floor if they are to keep clean.
7) by cleaning the toilet every day provides time to clean up a single rotation, toilet paper and hand sanitizer and other items to be added at any time.
8) counter to keep clean and tidy, not place any personal items and debris.
9) at the door four weeks should be cleaned often to maintain the patency of the entrance aisle, front of the store's promotional items to be placed neatly.
lO) store goods shelf must clean up every day, goods shelves of products to be replaced regularly in order to facilitate marketing.
11) rest area to be a daily clean up, rest areas, items must be placed neatly.
12) store the appliances should be regularly cleaned.
13) posters or promotional materials if necessary, should be clean, the store's attention to the timeliness of a large Xuanchuan Hai retribution, if not it should be, should be replaced.
5, for the handling of customer complaints
in the service industry, customer complaints will inevitably arise, but if handled properly and in time, but make the customer the impression of the store points to consolidate the establishment of customer intelligence.
1. Listen to complaints
Ken
sincere attitude to listen to customer complaints, with pen and paper record, or allow customers to fill out the customer feedback form, all the customer complaints and comments collected. But remember not to argue with the guests, to refute or to point out other's mistakes, while not able to blame the company.
2. Analyze the reasons
reason for this is because the attitude of personnel issues, customer own negligence or misunderstanding, or product quality problems or other reasons.
3. Find a solution
if it is cast � service areas, should immediately discuss improvement, hardware parts, such as if the complaint is reasonable and should be replaced. The reason for the complaint to find the appropriate solution Jue way.
4. Solution will be communicated to the customer according to solution implementation
solution Jue way to immediately notify the customer in order to avoid renewed dispute, but must also see the details. When the customer acceptance of the solution Jue, then the program must be executed immediately, without delay, do not let friends do customers think it is perfunctory.
5. Cause of the incident review
create the review complained to the incident, in order to avoid recurrence. The grievances will be made of customer care and complaint handling table summarizes, by the company filing for miserable test and prevention.
six employees working standards
staff standing � first contact with customers, its performance directly affects the customer's impression of the shop. Therefore, the staff should be demanding specifications.
1. Appearance of staff clothing requirements
1) business hours, staff should wear uniforms.
2) the overall shape of the hair and fashion sense should have, and reflect personal taste.
3) All employees should be dry before the start of business 10 minutes to complete the whole outfit.
2. How to interact with customers
customers to come even if the paper is the basic consumption of washing blowing in the entire service time is at least half an hour or more, as it takes another haircut, hair color, perm, etc., that time is longer. Then such a long time, we can not let the customers sit blankly, in addition to friends for customers to read a magazine and television, we must also do this with the customer when the hook when the pass, as friends understand customer preferences and needs, to establish a good interaction, to enhance performance
and enhance customer satisfaction plays a significant role.
1) and new customers through the hook, because the two sides is not familiar, so some of the more popular from the start chatting about the topic, for example, from the dress, make-up,
chi flat, maintenance, hairstyle, fashion trends start.
2) familiar with the old customers and chatting with customers, due to contact with each other have been friends for a long time, so the chat topic can be relatively few in depth, for example, is engaged in the chat content to the industry , family, hobbies and so on.
3) is for friends to chat with customers to establish customer intelligence, to make services more harmonious process, but note that guests do not want to touch the topic of talk, when caused by a dispute, it is contrary with the intention friends. There should not bring the topic of several, for example, political orientation, religious beliefs, and some social commentary.
3. Answer the telephone etiquette and skills
1) answer the phone when a moderate tone, attitude friendly, keep smiling.
2) pay attention to courtesy, whether incoming or outgoing call wrong wrong time, could not break the phone suddenly Zhu, should be polite to the end.
3) talking on the phone, the pronunciation should be clear, speak to it in speed.
4) listen to the phone, busy or not due to a bad mood and impatient voice and tone generation.
5) telephone conversation, the focus should be to pick long story short.
Hair salon business after the opening of Internet
intently
has its own
Hybrid Mode
