cawboys and angels blueprint presentation (2)
TRANSCRIPT
Laura King
Jose Ferrón
Located in Dublin's south city Sheila Burke and Valerie
Paterson (Directors) Women and Men
1995
hair cut,blow dry,highlights,
bleach and tonerEtc.
Hair Extensions Specialists
• Decoration
• Furniture
• Music
• Ambience
People Processing Service
Physical Process for Customer
Low Level Of Customer Participation
Customer Physical Presence
A B C
DEF
IHG
What the customer can see and uses to asses quality
Decor FurnitureEquipment Staff AppearanceCleanness Cosmetics Towels Tool-kit
Equipment Maintenance
Premises Maintenance
Cleaning
Staff Management (Rosters)
Staff Training
Beauty/Cosmetic Products Purchase and Inventory
Booking Systems / Databases
Marketing (website, social media)
Billing/Payment Systems
Parking SpotsFront DeskCoat RoomWaiting AreaLightingAdequate ConsultationDelays in ServicesPayment Methods
Reception Area
Waiting Area
Between Services
Payment
Toilet
Act 1
Introduction
Act 2
Service Delivery
Act 3
Payment and Leaving
Accept BookingConfirm time &
Service
Take CoatEscort customers to
the waiting area
Check AvailabilityInsert Booking
• TV• Magazines
Maintain Reservation System
Time LineFr
on
t S
tage
Bac
ksta
ge
Line of Visibility
Service Standardsand Scripts W
Line of Interaction
Physical Evidence
Line of InternalPhysical Interaction
Line of InternalIT Interaction
W
Sound and Toneof Voice
• Coatroom• Other Coats
ACT 1• Response Time• Script for Taking
Reservation
Capacity/Reservations
Customer Records
Services and Billing
Inventory / Purchases
Greet CustomerContact Person(Visible Actions)
Contact Person(Invisible Actions)
Waiting AreaCoachTV/Magazines
• Greeting /Service confirmation
• Appearance of Employee
Support Processes
F F
Make Reservation Reception Coat Room Waiting
Hang Coat
Maintain Facilities
• Time• Script for Greeting
Maintain Facilities
• Time
W• Time
Databases
WashingApplication of Products
Cleaning
Style CreationApplication of Products
Cleaning
Check Water TemperatureShampoo/etc. Preparation
Maintain Facilities/Equipment
Time LineFr
on
t S
tage
Bac
ksta
ge
Line of Visibility
Service Standardsand Scripts W
Line of Interaction
Physical Evidence
Line of InternalPhysical Interaction
Line of InternalIT Interaction
• Employee• Washing Area• Equipment/Products
ACT 2• Time• Script for correct way of
washing hair
Capacity/Reservations
Customer Records
Services and Billing
Inventory / Purchases
Colour ServiceApplication of Products
Cleaning
Contact Person(Visible Actions)
Contact Person(Invisible Actions)
• Employee• Sitting Area• Tools/Products
Support Processes
F F
Hair Washing Colour Stylist
Style Creation/learningProducts/tools Preparation
Maintain Facilities/Equipment
• Time• Script for Colour
• Time• Script for StyleW W
Products Purchase
• Employee• Sitting Area• Tools/Products
Colour ServiceProducts/Tools
Preparation
Maintain Facilities/Equipment
Products PurchaseProducts Purchase
Databases
F
Present BillAccept PaymentProduce Receipt
Take CoatReturn Coat
Escort customers and Good Bye
Check Payment Acceptance
• Check Outside
Maintain Billing System
Time LineFr
on
t S
tage
Bac
ksta
ge
Line of Visibility
Service Standardsand Scripts W
Line of Interaction
Physical Evidence
Line of InternalPhysical Interaction
Line of InternalIT Interaction
Bill• Coatroom• Employee• Other Coats
ACT 3• Bill Format• Payment Terms• Script for Acceptance
Capacity/Reservations
Customer Records
Services and Billing
Inventory / Purchases
Contact Person(Visible Actions)
Contact Person(Invisible Actions)
Building Exterior• Toilet Design• Cleanliness• Hygienic Products
Support Processes
F F
Bill Presentation/Payment Use Toilet Coat Room Leaving
Retrieve Coat
Maintain Facilities
• Cleanliness• Supplies• Frequency of Inspection
• Time• Script for DeliveryW
• Bill• Card Reader• Employee
Keep Other Coats Secure
F
Inspect FrequentlyMaintain and Clean
Databases
Supplies StorageSupplies Purchase
• Time• Script for Good Bye
Parking Tickets
Answer Machine/ Hold
Coat Room Renovations
More Seats (Waiting Area)/ Good Booking Management
Increase Lighting
Make Sure of Customer Wants
Good Time /Booking Management
Check Phone Lines / Mobile Payment Systems
Good Management of Booking
Good Management of Services Timing
Bill Ready Before Services are Completed
New Toilet Facilities
Professionalism
Quality Products
Cleanses
Safety
Listen to Customer Wants
Ambience
Dealing with Unexpected bad results/ styles
Dealing with Appraisal from Customer
