the client experience audit

the process

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We start at the very beginning with your web presence and its from this point forward our audit begins...

At each stage during the process an analytical scoring system is used in order to ensure we cover every minute detail. In addition, we can also offer to research your competitors - just to ensure that you are staying 'one step ahead' of the competition.

We take into consideration that:

• Client service excellence, is in the eye of the beholder. For that reason, 5-star service is more of a frame of mind aimed at the individual rather the masses. It’s not about being all things to all people; it is about being specific things to specific people.
• In order to really deliver 5-Star Service to clients we need to understand them first.  What are their expectations?  What would make the experience perfect for them?  Whenever we look at the clients viewpoint, we are that much closer to successfully building up our relationship - and ultimately their loyalty..

Therefore, we don't just come along and complete a standard questionnaire, we take the above into consideration so that we know more about you, your clients and your location - not forgetting your competitors.

The final report to you will include the following:

• Website recommendations for optimisation to include recommended meta data (names & keywords)
• Suggestions on how to enhance your web presence.
• The 'client experience' audit which includes a covert visit to your salon.
• Report on your competitors.
• Specific tailor made training recommendations.