In addition to the intimate service throughout, "seeing off guests" is also an essential step in the process of perfect service.
After the service, say "bye-bye" to the customer in a hurry, or say "My next customer has arrived, please pack up slowly, I'll be busy first ...", so no matter how perfect the intimate service is, it will also lack a happy ending.
Of course, it is common to meet the next customer before the last customer is sent away, but it is not necessary to do the farewell process, just who can do it instead.
Therefore, judging from the practice summary, the following contents are very important in terms of "seeing off guests".
1, asking about satisfaction
In the process of service, it is generally easy to ask customers, "Is this strength ok?" ...... "But in the process of operation, the inquiry is often aimed at the current customer feelings. The experience of the overall service process is hard to get in operation.
In other words, in the process of operation, customers pay more attention to the current experience, and it is difficult to put the overall feeling in place without summarizing and refining it. In addition, most of the surgical effects will be seen by customers at least after the operation, and there will be a clear contrast with before the operation.
At the same time, some comprehensive feelings, especially the "comprehensive evaluation of this service", are very serious investigations, such as asking for satisfaction with a "satisfaction questionnaire" just after operation; The other is when seeing a guest off, it seems that if you ask casually whether you are satisfied or not, you often get a completely different answer. (This is not to say that there will be no formal satisfaction survey, but it will vary from time to time. )
2. Explain the precautions for going home
This action is emphasized again in the process of seeing the guests off, which makes it easier for the guests to strengthen their memory.
In particular, the application of "3 to 7 for welcoming guests" (if it takes three steps to see them off, it takes at least seven steps to see them off, which is more important than welcoming them), and thousands of instructions when seeing them off are even more precious.
3. Results of anti-reservation
In order to ensure the effect of customers' investment in beauty and health, or the gradual effect of problem adjustment, it is necessary to ensure that customers can enter the store on time.
Among them, it is important to make customers aware of the actual connection between this and their investment income. The key point here is that the explanation for the guest is out of concern for him, and from the perspective of being responsible for the investment results of the other party, remind him of the time to cancel the appointment and tell him to be on time.
When seeing off guests, it is easier for them to strengthen their memory by re-emphasizing the necessity of entering the store next time.
1, caring for the family
When seeing off guests, you should also explain the precautions after returning home, the main points of home care, the use of supplies, taboos, and even secret reactions ......
All these explanations about home care after "going home" are really after-sales service for guests who care about "home". All explanations are "free", which is an important part of after-sales "added value".
2, professional in place
This shows that a professional has a full understanding of the professional supplies he sells. The reason why you are professional enough is that you are well-informed about the different effects or reactions that will occur at different stages of guest use.
This way of seeing the guests off excludes the possibility that the customer may have just paid the money (it must be explained when paying the bill), but this is an additional explanation and a serious and focused attention.
3. The effect is the result of cooperation between both parties.
This is the result that all explanations should make customers aware when seeing them off. Many guests spend money and often think that they have "achieved results."
Therefore, as a professional artist, we should make customers realize:
Spend money ≠ effectively!
Money spent+effective actions of both parties = effective results.
Whether it is an important step of home care or confirmation of anti-reservation, there is an important * * * nature, that is, your money cannot be wasted. What must be emphasized here is that customers must realize that the benign effect must have a continuous improvement process, which is very important! And it must be-stick to each other!
1, customer feedback record
After seeing off the guests according to the above process, it is necessary to quickly record the customer feedback information during the farewell process.
Where are you dissatisfied?
Where does it feel good?
Where hope is better;
Which problem has not been solved, and what is the specific hope;
Which project are you interested in? ......
2. Information communication in place
Both aspects of communication should be in place:
(1), internal communication should be done for processes or treatment methods that need to be improved within the team, and relevant personnel should be informed;
(2) Learn more about the feedback from the guests before making a decision, or accept the suggestions of the guests and thank them for their contributions.
3. Determine the optimized process through discussion.
The emphasis here is PDCA cycle of service process.
Whether adding or deleting a part of service process or optimizing the process after customer satisfaction, we need to consider what needs to be considered from the perspective of "PDCA" continuous cycle.