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The article was translated into English using automatic translation. The editors are working on its improvement.

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Business

Psychology

<hr />
Olga Khainovska, salon management business consultant, head of Duso-consulting (Ukraine)

<hr />
 
Criteria for evaluating the level of service of employees and the salon:

<ul>
	<li>Compliance of the service to the stated level of the beauty salon</li>
	<li>The quality of communication between the administrator and the client over the phone</li>
	<li>The level of professionalism of specialists</li>
	<li>The quality of communication between specialists and clients at all stages of interaction: greeting, identification of needs, waiting time for the master, service, completion of interaction&nbsp;</li>
	<li>The ability to fulfill the client&#39;s non-standard wishes</li>
	<li>Expert knowledge of the entire list of services and products provided by the beauty salon</li>
	<li>The ability to give detailed advice on the used means and methods of self-care</li>
	<li>The ability to create an appropriate atmosphere in the salon</li>
	<li>Ability to present salon services and specialists</li>
	<li>Compliance with internal standards and service regulations</li>
	<li>The level of cleanliness and sterility in the salon</li>
	<li>Appearance of masters</li>
	<li>Identifying the client&#39;s satisfaction and the client&#39;s ability to develop (offering him other services, selling goods, making an appointment for the next visit, etc.)</li>
	<li>The degree of customer loyalty to the salon</li>
</ul>

 
In addition to the already described criteria for assessing the level of service, there are indicators for assessing client satisfaction:

<ul>
	<li>dynamics of resale;</li>
	<li>rates of customer outflow;</li>
	<li>the number of new clients who came by recommendation;</li>
	<li>positive reviews in social networks and forums;</li>
	<li>the client&#39;s purchase of retail products of the home care salon recommended to him by the master. 
	&nbsp;</li>
</ul>

Customer satisfaction formula: service quality, service, usefulness