Gene Juarez Salon- Hair Coloring Appointment
Gene Juarez Salon is a high end salon with many locations throughout the Pacific Northwest. They provide salon and spa services. They offer hair, manicure, pedicure, skin care, massage and body care, makeup, and bridal services for women. The company also provides haircut, hair color, manicure, pedicure, and cleanse and restore facial services for men. This specific day was to evaluate their hair coloring services for women.
There a quite a few potential fail points in Gene Juarez’s Service Blue Print: 1. No Parking Spots 2. Front desk 3. Reservation System Down or Appointment not made correctly 4. Wait time and Reception area 5. Bill accuracy 6. Adequate consultation 7. Cut, Color, and Style
The parking situation at Gene Juarez is a potential fail point. Because of the location of the Salon being in Redmond Town Center there is a risk for being no parking spots or long waits in the parking lots. The Redmond Town Center is home to approximately 100 stores and a Microsoft location nearby. Parking is tough to find and could potentially lead to late clients or clients getting fed up and leaving altogether.
Another potential fail point is the customer service given at the front desk. The Guest Service Representatives at Gene Juarez are the first (and last) people you see in your visit to the Salon. The front desk team is the heart of the business and the soul of customer service. A bad experience at the front desk could taint the whole outcome of the rest of the visit. In order for a salon or spa to run smoothly, appointment schedules must be accurately and efficiently maintained. By booking the wrong appointments or the appointment booker entering the wrong information (such as time, date, wrong stylist, etc) could potentially lead to a reminder call not being made- leading to loss in time of the stylist. Another fail point involved with the customer service at the front desk involves with the wait time and reception area. If a stylist gets behind on their appointments this could lead to consultations being rushed or not completed at all and the client not getting what they want out of their appointment. As well as if the waiting area is not clean and tidy this could leave a bad impression on the clients-which may detour them from coming back to this salon again.
They should also lose a client by not accurately ringing up a client’s bill. If the client feels they cannot trust you or your company with their money they will probably not come back again. If a client is coming to Gene Juarez they are expecting a high end experience not a mistake that involves their money.
The last potential fail point is the hair consultation and execution of the hair coloring solution. If a stylist does not listen to their client when asking the what and how on a client’s wishes they may possible give the client something they do not. It is expensive both for the client and the stylist to have to correct a mistake they could’ve prevented just by listening to their client. Another aspect is making a mistake on the actual processing of the hair color. If a stylist accidently drops a tab of color on the client’s personal belongings could turn the experience from a relaxing day at the Salon to a stressful day.
How should they overcome and prevent these potential fail points? It is hard to fix the parking issue because it is private property but maintain an accurate and good time management system for appointments. They need to make sure they do not have a high volume of clients coming in around the busiest times to help alleviate the parking issue. They could also potentially looking into a new location, still in the downtown Redmond area but off the mall.
To overcome and prevent the front desk fail points, Gene Juarez can begins with properly taking a booking that includes a client’s full name, specific stylist, and services desired and allotting the right amount of time to get the job done—no more or no less. This necessitates knowing who does specific services, how long it takes to do them, and even being familiar with the products and costs involved in everything from a haircut to a facial. This involves proper training of their front desk staff as well as their appointment booking office. The front desk team should make sure that they double check their work when checking in and checking out in order to eliminate any risk of error. They should lastly end the day with thanking the customers & remind them to come back:
To provide excellence service and making sure the client is happy with their experience requires giving personal attention to each client. The stylist should make sure they to ask customers exactly what they want & do not rush 5. Correct bookings make life in the salon a breeze, while mistakes can instantly transform a calm atmosphere into chaos. Not making a mistake in the first place is the most ideal situation, but no one does things perfectly every time. When mistakes happen, creative solutions are often needed to rectify the situation. It is also a time when teamwork—including management—can turn a bad situation into a special experience for clients.