Service Cycle aren’t a new concept to businesses. As a matter of fact, every business that provides services has their own unique cycle. If you’re not familiar with the term, it’s a tool that helps illustrate the end to end interaction your salon customers have in your business. From the first interaction they have, until they leave your doors.
However, it’s not good enough to just create it and say “oh, we have a service cycle!”
What’s truly important is that you take the time to train your entire team on the process, as every step of the service cycle translates into “moments of truth.”
“Moments of Truth” is any interaction your customer has with your salon/spa in which they can form an impression of your quality of service that you have provided. The trick isn’t just to create a service cycle around what you’re doing, it’s what is happening to your customer during those steps that are critical. In other words, it’s stepping back and looking at the big picture, it’s taking those daily service interactions and defining what they mean, and more importantly what they look like, to provide the best “moment of truths” for your customer.
Let’s look at an example: more than likely the first thing listed on your Salons service cycle is the client enters your salon/spa. This is where they cycle begins for the client. What are they experiencing when they enter your business? What does the salon environment look like, feel like, smell like? Does this experience meet or exceed your client’s expectation? This is just one example of how your service cycle translates into “moments of truth” for your salon/spa customers.
Train your entire team on the service cycle and how every interaction they personally have with every guest is considered a “moment of truth.” Are they exceeding your customers’ expectations or merely meeting them?
More than likely you have some staff members that live in the space of “I’m following the service cycle” However, simply following it doesn’t mean they are living in it!
Use this tool to optimize your service cycle.
If your entire team isn’t living within the cycle with each customer interaction, then I hate to tell you that your service cycle stinks. To help you and your team get on track, we’ve created a Service Cycle tool so you can identify weaknesses in your customer interactions and to train your team so that they don’t happen at your spa or salon.
If you need help maximizing the tool or if you want some customized strategy on improving your salon’s level of performance, sign up for a complimentary 30-minute strategy session with an Empowering You Coach. We’d love to dig in deeper and get to know you and your business.