On a beautiful spring Saturday morning Ann sits on her deck drinking her morning tea and checking her email from her smart phone. She gets an email from her salon reminding her that it has been 5 weeks since her last color and cut. She has a big presentation on Wednesday and decides it would be good to look her best, so she links to the salon website directly from the email.
At the salon website she logs into the salons Online Scheduler to book an appointment. At login Ann is given information about a new shampoo and conditioner that extend the life and eliminate fading of the color service she receives regularly. Hmmm, sounds good. She looks at Tuesday’s salon schedule and sees that her favorite stylist, Brandon, has an opening at 6:00 pm. Perfect! She schedules the appointment. The Online Scheduler then reminds her that she is probably running low on the mousse and hairspray she uses, and asks if she’d like these products reserved for her on the day of her appointment. Ann reserves the products and adds the new shampoo and conditioner to the reservation. She logs out and returns to her email to see that there is now a new email from the salon confirming the plans she’s just made for Tuesday.
Monday morning Ann receives an email requesting confirmation of her appointment and product reservations. Ann’s husband is running low on the gel he uses and has asked her to pick one up on Wednesday, so she adds it to her product reservation and clicks to confirm her appointment. In the salon, the appointment changes color in real time, letting them know that Ann has confirmed.
Ann arrives for her appointment on Tuesday and the receptionist, Julie, greets her and checks her in using an iPad. The salon management system alerts Brandon that Ann is here and lets Julie know that Ann likes mint tea and usually wants a cup first thing. Julie says to Ann, “While you’re changing into your gown, can I get you a cup of herbal mint tea?” Ann answers “yes please” and thinks to herself how amazingly pampered it makes her feel that Julie always remembers that.
A few moments later Brandon greets Ann in the reception area and walks her to his station to have a consultation. They decide that for spring they’ll add a little more blond to her highlights. Brandon goes back to the dispensary and with his iPad checks the previous color formula to make the appropriate adjustments. While doing this, the system lets him know about the products Ann has reserved and reminds him that the last time Ann was in they talked about her son who had the lead role in the school play. Brandon returns to apply Ann’s color and asks “how did your son’s play go?” After a chat about Ann’s family, Brandon talks about the benefits of the new shampoo and conditioner for color treated hair. He adds a suggestion for a thermal styling spray that will also help to extend the life of her color. They talk about the importance of the proper care of color treated hair to keep it healthy.
After applying Ann’s color, Brandon escorts her to a comfortable chair where she will sit and process for 30 minutes. Brandon asks if she would like to use an iPad to read a magazine or surf the net. Ann says, “That would be great, and can I get a refill of that tea?” Brandon says of course and adds, “While you have a few minutes free, you might want to pre-book your next appointment. With Mother’s Day coming my schedule is really filling up.” From the iPad, Ann promptly schedules her next appointment five weeks in the future.
Brandon takes a moment to attach a note to Ann’s ticket saying “I suggested to Ann that she try the thermal styling spray today” and sends it to the desk. Then he flags a note for the shampoo person to use the new shampoo and conditioner for color treated hair.
Thirty minutes later the shampoo person escorts Ann to the shampoo bowl and explains that she will be using the new shampoo and conditioner today and again reinforces the benefits of the product. Ann returns to Brandon’s chair having had a relaxing shampoo, and Brandon cuts her hair as discussed in their consultation. When Brandon is finished cutting Ann’s hair he shows her how to apply the thermal styling spray and finishes her style.
Brandon escorts Ann to the reception desk where her reserved products are bagged and waiting. He says, “Julie will take good care of you Ann. It was great to see you again.” Julie opens Ann’s ticket, sees that Brandon recommended thermal styling spray, and asks if she would like it added to her ticket today. Ann, pleased with the results of the styling spray, happily replies “yes please!” Ann leaves the salon impressed with everyone’s efficient attention to her comfort and needs. She is glowing, having had another wonderful experience at the salon.
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