Gillian Guthrie, Van Luong, Camille Neubauer & Emily Steyer - PowerPoint PPT Presentation

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Gillian Guthrie, Van Luong, Camille Neubauer & Emily Steyer

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  1. A Service Blueprint of Gillian Guthrie, Van Luong, Camille Neubauer & Emily Steyer 7326 27th STREET WEST * UNIVERSITY PLACE, WA 98466 BUSA 364: Dec. 2008

  2. WHY BRASSFIELDS SALON? • Interest in high-end Salon & Spa industry • Within close proximity: University Place • Previously had services performed • Massage, pedicure, facial, wax

  3. SERVICE BLUEPRINT

  4. VISUAL TOUR • Brassfields Spa Tour

  5. KEY PHYSICAL ELEMENTS • DECORUM: • Granite Countertops & Wood Floors • Reflects the price range of services • Classic/Bronze Art • Emanates Traditional Vibe; appeals to many • Comfortable/chic furniture • Comfortable & High Class/Movie Star (Makeup) • Elaborate Bouquets/Plants • Adds flair and color • Stone tiling in spa areas • Nature theme; hot springs; revitalization • Odd Shaped Mirrors • Bold shapes add style

  6. LIGHTING: • Very Dim in Spa Waiting Area (Fireplace): • Relaxing • Comfortable & cozy • Not focused on imperfections • Bright in Salon Area: • Sunlit Room with many mirrors—very natural • Allows Clients to see true dye colors • Reveals how makeup will look in natural light • EMPLOYEE APPEARANCE: • Stylish Appearance; No Jeans • Hair/Makeup/Nails

  7. MUSIC: • Spa Area: • Water falls, slow melodies, nature sounds • Calming effect • Slows breathing • May induce sleep • Salon Area: • Radio Station: STAR 101.5 • Upbeat rhythms; Appeals to many • SCENT: Aromatherapy Candles Per Clients Request • Induced feelings depend on aroma • Common Aromas: • Lavender: to Sooth, Calm & Relax • Chamomile: to Sooth, Calm & Relax • Lemongrass/Citronella: Stress-Reliever • Eucalyptus/Peppermint: Relieves Congestion

  8. POTENTIAL FAILPOINTS • 1. Front desk greetings • 2. Wait time and Reception area • 3. Adequate consultation • 4. Cut, Color, and Style • 5. Thank customers & remind them to come back • 6. Bill accuracy

  9. SOLUTIONS • 1. Front desk greetings: • Require Smile, polite demeanor & courteous script • 2. Wait time and Reception area: • Keep on schedule for all appointments • 3. Adequate consultation: • Give personal attention to each customer • 4. Cut, Color, and Style: • Make sure to ask customers exactly what they want & do not rush • 5. Thank customers & remind them to come back: • Don’t skip this step!—promotes customer loyalty • 6. Bill accuracy: • Check payment twice for accuracy

  10. PRACTICALITY OF BLUEPRINT • Marketing: • Helps to identify key areas for marketing campaign ads • Visually determine if a redesign is necessary • Human Resource Management: • Identify fail points & correct these accordingly • Determine hiring/firing needs • How to delegate jobs/resources • Operations: • Maps out visual flow of service operations • Determine how a redesign would affect flow

  11. WHAT WE LEARNED… • How to effectively construct a service blueprint • How to identify potential fail points • The service process • Develop relationships with manufacturers: they will contribute to your business

  12. QUESTIONS?