Urban Retreat (Harrods)

"A mystery shopper coming in is like having a snapshot taken of your business. Regardless of the result I always see them as a positive thing and try to make sure the team does too. No one is 100% perfect and we're not trying to catch people out. Mystery Shopping is about identifying opportunities to improve our services as well as seeing what people are doing right. Our salons are high end, and customers expectations are too which is why as a result of his recent findings we asked Peter Lunn to consult on our management programme. This ongoing training and development is helping to bring our mission statement and expectations to the forefront of our managers consciousness". General Manager, Urban Retreat 2008.

 

 
 
 

Customer satisfaction

How do you really know?

Forget about competition based purely on product, price or promotion the real battle for clients is being fought over the client experience. Salons that can create an emotional connection with their clients will benefit from higher retention rates, improved profit margins, and improved revenue strength Learn more…
 

e-surveys

With the amount of on-line users rapidly growing in the UK , it would seem that one of the ways forward for market research and client care comes in the form of e-surveys.

Web based customer satisfaction surveys find out what your customer is really thinking about you.

 

 
 

telephone

.Can you be sure your receptionists are making the most of every opportunity that comes their way?

How intense are your listening & questioning skills?

How many opportunities do you use to upsell?

  
 

Peter lunn, Business coaching

Peter Lunn is one of the hairdressing industry's leading business experts. Peter developed his hairdressing skills with Vidal Sassoon before managing a chain of West End salons, so he fully understands the challenges salon owners face today.. Peter's passion has always been people management and has for the past 20 years focussed his skills on developing salon management systems that are easily implemented More