“The Magic Wand” is a narrative book focusing on the customers viewpoint. It is easy to read with a solid underlying premise. This is a story of learning to listen, and to deliver, what your customers really want.
When we started London Alley Salon we aligned ourselves intrinsically with the very basis of this book. And that is to constantly ask ourselves what does our customer actually want and what do they actually experience? We went with a proven long term business model. Yet in today’s business world the classic salon is disappearing for the trendy booth rent model that is highly competitive and volatile in nature.
Our salon plans to be around not for just the next year, or two, but for as many as possible that is why we have a 10 year option. And that takes a commitment from both the salon and the staff to support that. But it means the experience a client encounters must be stellar. This is more than just delivering on skills and performance. It has everything to do with being real and open and sharing our lives with each other. And committed to being here for our clients.
The majority of clients that visit our salon appreciate the fact we really care about our clients. We care about their total experience while they visit us. And this isn’t just a one on one encounter. We want our clients to know for certain that everyone at our Salon values every client that visits our salon.
What we are talking about is supporting each other and not competing with each other, or isolating and just enduring each other. There is real magic at play here when everyone is truly deeply valued. That is what we are about. And we are very proud of the reviews we receive. We treasure them because they reflect our passion and tenacity and creativity and determination to deliver the absolute best experience with our clients!
Here is our definition of how “The Magic Wand” applies to London Alley Salon:
Secret #1 DEVELOP A VISION THAT FULLY SUPPORTS AN “EXCEPTIONAL CUSTOMER EXPERIENCE”.
“Deliver a total experience that leaves every customer wanting more”
SECRET #2 UNDERSTAND EACH MOMENT OF THE CUSTOMER VISIT, HOW WILL THE CUSTOMER FEEL ABOUT IT.
“The customer must always feel we meet or exceed their expectations, there can never be any doubt ever!”
SECRET #3 EACH STEP ALONG THE CUSTOMER VISIT CREATES INTERACTIONS THAT MUST DEEPEN LOYALTY
Everything we say and do must create an “exceptional customer experience”.
SECRET #4 RECOGNIZE AND REWARD CUSTOMER EXPERIENCE KNOWLEDGE THROUGHOUT THE COMPANY
If a customer feels any disconnection by any part of their visit, then the total experience is diminished.
Every staff member must see every action has the ability to effect the perception the client leaves with. Our reward is repeat customers that love us and return. And by this level of interaction we actually sustain each other!
SECRET #5 COMMUNICATE “EXCEPTIONAL CUSTOMER EXPERIENCE” EVERYWHERE.
To truly build an exceptional customer experience. We must see through the customers eyes, They see all single acts performed as part of the whole experience And only when all of these are optimal is their complete visit exceptional.
Our entire staff is truly on board with making their total experience exceptional!
THE MAGIC WAND: If we were to ask each client as they leave to wave a magic wand, and change one thing about our salon, what would it be?
We eagerly wait the refine our selves further toward excellence,
Sharon, Aldo, Erin, David, Mike and Randy