As another example, here’s a Customer Experience Cycle for one
of John Robert’s services. It identifies our intentions of what every
client should experience when receiving a haircut at John Robert’s.

Pre-experience: provided by guest care personnel
 Answer the phone enthusiastically, saying, “Thank you for calling
John Robert’s Mayfield (salon location). This is Kelly. How can I
help you?”
 Allow plenty of time to answer all of the client’s questions concerning
services, the designers’ credentials, availability, and so on.
 Give each client an opportunity to book appointments for additional
services.
 Use the client’s name at least four times during the call.
 Offer directions to the salon.
 Confirm the service, operator, time, and date.
8 Secret Service
 As the last thing before hanging up, say, “Is there anything else I
can do for you?”
 Make a confirmation call to the client 24 hours before the appointment.

Start of the experience: provided by hostess
 Greet the client enthusiastically within 8 to 10 seconds.
 Confirm the client’s appointment.
 Ask the client to fill out the information card.
 Immediately notify the operator of the client’s arrival.
 Offer to hang up the client’s coat and to provide a refreshment.
 Inform the client of any delays.
 Offer a tour of the entire facility.
 Show the client where the changing rooms are.
 Monitor the client’s wait, and notify the operator again if the client
is not taken within 10 minutes of the scheduled appointment.
 Use the client’s name at least four times during the check-in.

Pre-service: provided by designer
 Provide consultation every time with every client.
 Show portfolio, analyze client’s needs, and discuss client’s expectations.
 Provide stress-relieving scalp massage.
 For men, provide a minifacial.
 Provide shampoo and conditioner.
 Use a white cape for new clients.

Service: provided by designer
 Give an excellent haircut.
 Massage hands and arms.
 Clean client’s jewelry during massage.
 Keep the conversation on a professional level.
 Give lesson on blow-dry styling.
 Explain products used.

Taken from : Secret service Hidden systems that deliver