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A Service Blueprint of Gillian Guthrie, Van Luong, Camille Neubauer & Emily Steyer 7326 27 th STREET WEST * UNIVERSITY PLACE, WA 98466 BUSA 364: Dec. 2008 WHY BRASSFIELDS SALON? Interest in high-end Salon & Spa industry Within close proximity: University Place

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gillian guthrie van luong camille neubauer emily steyer

A Service Blueprint of

Gillian Guthrie, Van Luong,

Camille Neubauer & Emily Steyer

7326 27th STREET WEST * UNIVERSITY PLACE, WA 98466

BUSA 364: Dec. 2008

why brassfields salon
WHY BRASSFIELDS SALON?
  • Interest in high-end Salon & Spa industry
  • Within close proximity: University Place
  • Previously had services performed
    • Massage, pedicure, facial, wax
visual tour
VISUAL TOUR
  • Brassfields Spa Tour
key physical elements
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
slide9

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
slide10

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
potential failpoints
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
solutions
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
practicality of blueprint
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
what we learned
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