Simone O'Connell founder and director of Beauty Spy
Simone has been involved with the Hair and Beauty Industry for over 20 years. She is passionate about improving customer service and lending a helping hand for busy salon owners.
Mystery Client Service - Industry specific!
Beauty Spy is a Mystery Client Service designed to provide salon owners the opportunity to view their business through the eyes of their clients.
All our Mystery clients have a background in the hair or beauty industry and are trained to ask appropriate questions through out their service to assess the level of knowledge and professionalism amongst the team to identify any training requirements.
Why is providing Mystery Clients an essential part of any growing business?
68% of clients leave a salon due to poor customer service!
Customer Service Manual - Every salon needs one!
Beauty Spy's Customer Service Manual addresses area such as:
- Positive, consistent telephone manner
- Welcoming people into your salon
- First impressions
- Clear communication
- Customer comfort
- Becoming a hair care professional
- Recommending services and products
- Building a clientele, the 6 golden rules to becoming a busy hairdresser
- Leadership skills, your staff are a reflection of you and
- Being proud of your workplace
Beauty Spy's services and products have been developed by salon owners for Salon owners.
We understand the many frustrations that can come with keeping your team performing at all times. Having a manual clearly stating all of your expectations and procedures is the only way to create consistency amongst your team.
Consistency is the key to any successful business!
Team Training - We come to you!
Beauty Spy has a customer service training program designed to motivate and encourage team members to understand the power of consistency in customer service, how to become true professionals and to take responsibility for gaining and maintaining their own clientele.
Non Returning Client Survey - the answers we want to know, but are too scared to ask!
This is a highly beneficial service to find out exactly why your clients haven't returned and therefore where improvements are needed.
Beauty Spy conducts a phone survey then presents a report to the salon owner with an 'action plan' for improvement.
Our Mystery Client service is a cost effective, quick and easy way to determine the effectiveness and consistency of customer service systems. By providing Mystery Clients, this ensures that every client receives the appropriate level of salon service. These audits are so important to highlight areas where improvements are needed or when remarkable service is to be acknowledged and rewarded.
The salons that will benefit from our Mystery Client Service:
- All salons looking to improve retain clients and increase profits.
- Salons that are looking to implement written service procedures.
- Multiple salons under the same banner - to keep service consistent.
- Salons where owners are looking to take a step back or go on holidays.
- Salons that already have coaching and systems in place but are looking to maintain consistent service.
- For salon owners who want someone else to be the 'bad cop'.