Improving Business Performance: A Case Study of Cut Short Hair Salon

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Assessment 2 Case study evaluation
analysis
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Table of Contents
Introduction....................................................................................................................................3
Question 1......................................................................................................................................4
Question 2......................................................................................................................................9
Conclusion....................................................................................................................................11
References:..................................................................................................................................12
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Introduction
A hairdresser is a person whose occupation is to cut hair in customer requirements or
maintain hairdressing salons in town and cities. It gives personality improvement in
relation to the person's image. In this task, a popular budget in dressing chain that
customer taking up to 15 minutes to be checked in, get seated and request to
preference styling. This basically highlights the close relation with the client. They want
to give a recommendation to the CEO of a cut short company for improving the
performance of the business in pre-booking service and appointments. This gives
criteria for improving the performance of hair salons.
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Question 1
There is three recommendation of the increases profitability of the cut short.
First recommendation
By developing the strong experiences- the service given by the cut short is basically for
the personal and it requires more attention and proves himself as hardworking salon as
compared to other enterprises. Generally, the customer wants to go salon for the
relaxing of long days work. The atmosphere of the salon must be peaceful, music soft
and extremely polite manner. They should provide to customer clean brushes and tidy
tables. The all salon equipment must be shined, organized and ready before the
customer is served. When the customer coming for the massage, they ensure to neat
and clean of the sheets, needs to be important to no noise (Ward, et. al., 2016).
Proper time management-
When the saloon is overcrowded and delays for taking an appointment, then inform the
customer in advance to give extra service and discount in fee of coming next time. They
should give value to the customer and thing like that customer is good for them. They
always not look for making a profit. The hairdressing salon must give information to the
customer for what time will take for particular hair cut, facial and they should provide
service to the customers in effectively within time. They should not do hair treatment or
facial by quick mode because the customer is assets for them. They give value to them
(Holmes, 2018).
Pre-booking for services- the hairdressing company should provide pre-booking
services for the customers. So they can book selected services through websites. The
services e.g. trim, restyle of hair, blow wave. They should make effectively working
websites for booking and give facility of discount. They should frame good policies and
structure relating to the pre-booking methods. They should give the necessary
guidelines for the booking payment gateway. If the customer did not pay a payment of
service within 24 hours then booking will be cancelled. These systems also give facility
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of online purchasing of the product like that shampoo, conditioner and styling product.
They can pick a necessary product at the time of appointment.
Second recommendation
Consultancy-
The customer does not want to go for haircut and spa treatment in relation to giving
thought by the consultancy services. The company should frame different-different
consultancy service for the salon. So that customer gets more information in relation to
the spa treatment and saloon. Now a day's customers do not think too much about the
cost but he needs to good and perfect service in context to the Saloon. They give time
for the customer to work according to his requirement. The consultancy helps to achieve
client trust and provide better customer service in relation to providing customer
services. They must solve questions and query of the customer and give them roughly
idea in relation to the performance carried out.
Detail attention-
A customer has a very much choice in relation to going saloon. They are hundred in
choice for them. The market is totally filled for them. It is always tuff challenges to the
saloon enterprises to attain customer honesty towards with him and attract most
customers. One of the best strategies to attract customers that are they provide offering
in comparison in relation to other salons, they should invest in comfortable furniture and
beautiful lighting. They should be offer coffee and tea. They should give preference to
learn their names, what they like to take and offering service by China and good looking
items. They should offer to them mint or scrumptious cookies while they are waiting for
their turn and during at times of service. They should give a little information about
packet size lotions and new product or beautiful chocolates. By offering these sought of
thing they would not get bored. This offer gives them to create a long lasting relationship
and helps to achieve their heart. It would not give too much cost.
Provide service with the smile- they should acknowledge his customer with a smile of
at least 10 seconds when he enters in the saloon. This gives a more impactful effect on
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the customers. They should smile at the new customer when he came for the first time.
They should try to feel customer feel good, comfortable and welcome. If the client did
not get welcome from the salon he will not feel comfortable and good, especially those
who come for the first time they likely to not more stay and will not come back again.
Communication factor- when they are providing personal and intimate service in
relation to the client it is more important to do communication properly and give facility
to what the customer want and his requirement. When they doing makeover and facial
to the client, show photographs to get the desired result as the customer want.
Keep salon hygienic- they should try to salon classier in comparison to other
enterprises. They should keep their saloon ruff and tuff. They need to maintain their
saloon hygienic because unhygienic saloon does not bring other customers.
Involvement of the customers- they should try to keep customers taking continuously
of next coming technique of hair cut and facial, etc. They should try to tell the customers
of what product left in his face. So that customer keeps aware during treatments. This is
very important at times when any treatment is done with close the client's eyes. They
must give information to the client to using product which he cannot see it (Cui and Wu,
2017).
Third recommendation
Information to the product- the customer wants to ask about the product which they
use on the face. The saloon worker suggests a product which is for particular skin type
or specific occasion. Customer needs to know all product information of saloon user and
they can sell product through customers. As somebody operating the salon industry, not
getting information related to the product and quality will lead to lack of confidence of
industry and knowledge.
Giving the discount to the customers- the hairdressing industry should give facility to
the consumer to book an online appointment and get a discount of 10%. Discount is the
given factor in relation to the book appointment at home. So they do not face the rush
and extra waiting for their turn.
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Time for appointments- there should be proper time care by the customers. If the
customers are not coming on their appointment time then they have to give surcharge
for an extra payment.
Keep touch with customers-
A beauty salon is a run late by the angry customers. They should keep trying to touch
with the client and give information to the client in relation to changes in schedule and
time. They should give value, custom, and respect for customers. They can do simple
call to the customers for e.g. 15 late runnings by their schedule. It can be good
customer service and make a large impact on the profitability of a business.
Consistency-
They should try to give a high standard of service is useful to offer to the customers. In
respective of a salon worker is a well specialized in a particular field and offer poor and
less qualitative service to the customer. This gives negative feedback and major
possibilities to send back the customers. This could be harmful to industry profitability.
By offering the multifacility of the hair and beauty treatment in one area is convenient for
many people. There should be identifying the treatment in relation to a high standard of
performance and additional performance.
Go beyond and above-
By visiting the beauty salon it must be highlight the proper treatment in relation to the
mobile beautician to be carried out by the professional, which give remove of the stress
of the people. By going above and beyond is basically providing quality service to the
customers and additionally give the improvement of the experiences. The facility to
provide a discount on their birthday and offering complementary services to the
customers (Mevo, 2019).
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Practices of beauty and salon industry- the beauty industry is the continuously
increasingly industry. The stand-alone beauty industry is increasing day by day. The
big names are coming in this sector. The differentiation in terms of product and services
in terms of customer service is the big factor of the business.
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Question 2
Two suggestion of improving business service- these are as follows.
Customer service training-
Staff hired by the company must have the knowledge and training of their field by
attaining undergoing workshops and professional of art. They should know their work
and not doing disappointment in relation to customer service. They should know their
work, so they cannot give poor service to the customers (Kaufman, 2015).
For example, hair stylist must know the work of hair cut and keep themselves to update
for trends of hair cut regularly. He should be capable to do work according to the
customer requirement. He should take guides and direction to the customers and
produce work in relation to the full satisfaction to the customers. He should know the
work according to customer looks think good. The staff should not talk with consumers
with bad manners and keep polite with consumers. They should not talk about problems
related to work and gossips. They should not want to listen to problems of worker and
take the good experience to the customers. The customer does not want to become a
friend of workers. The staff should be capable of managing a salon and know the quality
of the product service. The regular customers want to do his hair cut, facial and spa
treatment to his favourite worker. But it is always not possible to get an appointment to a
definite number of staff (Sampson and spring, 2012).
Give priority of the customers and interaction to the customers- the salon must
give preference to the customer requirement. For e.g. if a person going to the billing
cycle there must be asked to the customers in relation to the product requirement, what
would he like to do. If the customer asks suggestion and information related to beauty
treatment then they should give proper advice, knowledge. If the enterprises have the
scheme of discount in relation to the product and fees so that they should communicate
properly to the customers. When it provides the necessary exceptional services to the
customers, management needs to undertake policies and procedures in relation to the
better services (Yoo, et. al., 2012).
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If any mistake is done during the beauty treatment then the worker must admit the
mistake and give forgiveness to the client. This will generate trust and build confidence
towards to client and salon. It gives some permission to do correction of his mistake and
help to control and restore the situation. After problem solved make sure that customer
satisfied in the context of service received (Lervik Olsen et. al., 2014).
After this salon should do a survey of customer satisfaction feedback in relation to the
customer are still in his side. The employee of the cut short company is full of skills and
knowledge in terms of hair and beauty related treatment.
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Conclusion-
The above assignment gives a report of the recommendation and suggestion to be
adopted by the name of the company cut short. The recommendation for this
assignment is very much clear and acceptable. This gives the whole scenario related to
the policies and procedure of hair salon. This gives what point's organization need to
improve in his sector for growth. It gives the time management, a facility of book
reappointment through websites, product information and developing strong
experiences to the customers. It also gives a suggestion to improve customer service in
a salon. They focus on to provide better treatment to the customers.
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References:
 Cui, A. S., & Wu, F. (2017). The impact of customer involvement on new product
development: Contingent and substitutive effects. Journal of Product Innovation
Management, 34(1), 60-80.
 Holmes, H. (2018). Self-time: The importance of temporal experience within
practice. Time & Society, 27(2), 176-194.
 Kaufman, R. (2015). Why your customer service training won’t lead to happy
customers or inspired employees. The Journal for Quality and Participation, 37(4),
33-37.
 Lervik Olsen, L., Witell, L., & Gustafsson, A. (2014). Turning customer satisfaction
measurements into action. Journal of Service Management, 25(4), 556-571.
 Mevo, K. G. (2019). Sustainability Strategies of Barber Salons.
 Sampson, S. E., & Spring, M. (2012). Customer roles in service supply chains and
opportunities for innovation. Journal of Supply Chain Management, 48(4), 30-50
 Ward, R., Campbell, S., & Keady, J. (2016). ‘Gonna make yer gorgeous’: Everyday
transformation, resistance and belonging in the care-based hair
salon. Dementia, 15(3), 395-413.
 Yoo, J. J., Arnold, T. J., & Frankwick, G. L. (2012). Effects of positive customer-to-
customer service interaction. Journal of Business Research, 65(9), 1313-1320.
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