Our client was unaware of multiple poor practices being employed by Hair Stylists.
Multi-unit franchisee of largest U.S. hair salon chain
Individual service lapses were occurring. Management wanted a way to measure and monitor employee service delivery and to involve the customer in constructing better service.
Examples from verbatim voice customer recordings at the time of service:
“When you are cutting my son’s hair, speak to him, not just to me.”
“The stylist blew the hair off of my neck with her mouth.”
“Your stylist (Judy) has bad breath.”
“My stylist never recommends any hair care products.”
Our client was able to make immediate changes to poor operational practices and was able to effect immediate service-lapse recovery by contacting the affected customers. In essence, we have transformed our client’s customers into performance coaches for front-line staff. Profits and customer retention are increasing.Click Here to Download PDF
Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail.
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