Gillian Guthrie, Van Luong,

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A Service Blueprint of
7326 27th STREET WEST UNIVERSITY PLACE, WA
98466

• Gillian Guthrie, Van Luong,
• Camille Neubauer Emily Steyer

BUSA 364 Dec. 2008
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WHY BRASSFIELDS SALON?

• Interest in high-end Salon Spa industry
• Within close proximity University Place
• Previously had services performed
• Massage, pedicure, facial, wax

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SERVICE BLUEPRINT
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VISUAL TOUR

• Brassfields Spa Tour

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KEY PHYSICAL ELEMENTS

• DECORUM
• Granite Countertops Wood Floors
• Reflects the price range of services
• Classic/Bronze Art
• Emanates Traditional Vibe appeals to many
• Comfortable/chic furniture
• Comfortable High Class/Movie Star (Makeup)
• Elaborate Bouquets/Plants
• Adds flair and color
• Stone tiling in spa areas
• Nature theme hot springs revitalization
• Odd Shaped Mirrors
• Bold shapes add style

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• LIGHTING
• Very Dim in Spa Waiting Area (Fireplace)
• Relaxing
• Comfortable cozy
• Not focused on imperfections
• Bright in Salon Area
• Sunlit Room with many mirrorsvery natural
• Allows Clients to see true dye colors
• Reveals how makeup will look in natural light
• EMPLOYEE APPEARANCE
• Stylish Appearance No Jeans
• Hair/Makeup/Nails

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• MUSIC
• Spa Area
• Water falls, slow melodies, nature sounds
• Calming effect
• Slows breathing
• May induce sleep
• Salon Area
• Radio Station STAR 101.5
• Upbeat rhythms Appeals to many
• SCENT Aromatherapy Candles Per Clients Request
• Induced feelings depend on aroma
• Common Aromas
• Lavender to Sooth, Calm Relax
• Chamomile to Sooth, Calm Relax
• Lemongrass/Citronella Stress-Reliever
• Eucalyptus/Peppermint Relieves Congestion

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POTENTIAL FAILPOINTS

• 1. Front desk greetings
• 2. Wait time and Reception area
• 3. Adequate consultation
• 4. Cut, Color, and Style
• 5. Thank customers remind them to come back
• 6. Bill accuracy

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SOLUTIONS

• 1. Front desk greetings
• Require Smile, polite demeanor courteous script
• 2. Wait time and Reception area
• Keep on schedule for all appointments
• 3. Adequate consultation
• Give personal attention to each customer
• 4. Cut, Color, and Style
• Make sure to ask customers exactly what they want
  do not rush
• 5. Thank customers remind them to come back
• Dont skip this step!promotes customer loyalty
• 6. Bill accuracy
• Check payment twice for accuracy

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PRACTICALITY OF BLUEPRINT

• Marketing
• Helps to identify key areas for marketing
  campaign ads
• Visually determine if a redesign is necessary
• Human Resource Management
• Identify fail points correct these accordingly
• Determine hiring/firing needs
• How to delegate jobs/resources
• Operations
• Maps out visual flow of service operations
• Determine how a redesign would affect flow

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WHAT WE LEARNED

• How to effectively construct a service blueprint
• How to identify potential fail points
• The service process
• Develop relationships with manufacturers they
  will contribute to your business

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QUESTIONS?