quality management of client care in the hair & beauty sector

In order to validate Snazzel’s services as excellent the customer experience will be measured using the “five service quality dimensions” (Grewal, 2014, p. 404). Two dimension of quality service are reliability and assurance (Grewal, 2014, p. 404). Reliability is measured by a business competence and ability in the skills which they preform (Grewal, 2014, p. 404). And assurance is the customers trust in the businesses’ ability to meet their needs (Grewal, 2014, p. 404). Snazzel has one hairstylist who is also the owner her name is Nazare Mondragon. Before I met Nazare I bounced from salon to salon because I was never satisfied with the services which were provided to me. When I met Nazare she was working for an Aveda salon and she was able to make my hair do things I did not think it was capable of. I have always had long hair and trusted Nazare so much that I allowed her to cut six inches of my hair off and I loved it. The delivery of all of her skills from highlights to haircutting and

It gives the opportunity to provide structured feedback and reflection and recognise ay achievements as well as identify any performance issues.

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

Within the beauty industry client care and communication are very important. As therapist we are there to help and without good communication skills, we will not be able to gage what treatment the client requires and what would best suit their needs, also if they have any contraindications that would restrict or prevent the required treatment.

It helps the company ensure that each and every employee’s objectives are still on track with your company’s goals. These evaluations can also improve employee engagement, most employees would like to know how well they are doing at their jobs. Overall, these evaluations are helpful to both you and the company in improving where both you and the company are lacking. Though, it may be tedious, please understand that these performance evaluations are necessary for all employees.

Shop owners should gather information based on developing a strategic approach to business improvement. Information about total quality management (TQM) should be gathered to help Midas with continuous process improvements for addressing business at every level within the organization (Majed & Zairi, 1999). TQM implementation will define services, products, and customers; specify customer’s satisfaction; chart work steps that needs to be completed; identify key measures of processes; eliminate mistakes and activities that does not add value; in addition to continuing analysis, measurement, and process control (Majed & Zairi, 1999). The shop owners input should also include achieving ways to improve the quality of services to customers; reduce cost and time process; promote continuous improvement; optimize accomplishments to add value to customers; create an atmosphere of high morale and employee satisfaction; as well as provide an improvement efforts strategy for employees (Majed & Zairi, 1999).

This enables the staff to also reflect on situations they have encountered and decide if it could have been handled differently or if they would do the same different, people have different ways of handling and looking at situations so sharing helps us all learn from

By working alongside all staff members on different shifts it allows me to assess the staff member’s knowledge and experience in an informal way. I can then pass on my knowledge and ability in a practical setting rather than the formal setting of an appraisal/supervision.

Appraisals are a great way to empower staff and highlight their strengths and improvements, thus enabling individuals to feel proud of themselves and their role within the team.

Customer feedback – obtaining customer feedback is essential to the company. Without keeping up to date with our customers, we cant be sure that we are meeting their expectations. We will send out surveys via emails and post. Also we will send out regular brochures updating our customers of any changes that may benefit/effect them. We will also call our major customer's regularly to see if there is anywhere we need to improve.

I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job. It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having

Performance reviews are designed to both evaluate general performance and measure progress around specific goals. Both negative and positive aspects are incorporated in these reviews as they should serve as a point of reference to both look back in evaluation and ahead in anticipation. Pulling back from daily demands in order to assess and review employee performance allows managers to focus their attention on specific departments and clarify what is high priority to their company. Performance reviews also act as an opportunity to acknowledge working staff and identify professional development which will further support the staff members’ career growth. Reviews are seen as a powerful tool that can be tied to a company’s overall success;

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

Conducting trainings for both teams can help increase their knowledge and also refine their standards and procedures. This can also help bring both teams together and promote camaraderie which is important in any working environment. This is turn will help improve production, improve quality and most importantly improve the sales of the company for all products including the Elegante line. This alternative will also help address the communication problem in the company, during the training; they will be working together and not as a separate entity and this will help improve their communication skills and how they