Learning Objectives Describe and perform each step of the Aveda Service Cycle Describe and perform the service behaviors associated with each step of the.

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Presentation transcript:

Learning Objectives Describe and perform each step of the Aveda Service Cycle Describe and perform the service behaviors associated with each step of the Aveda Service Cycle Describe the difference between instant and elite guests Provide consistent, exceptional service to every guest

The goals of providing consistent, exceptional service to guests: Introduce guests to the Aveda brand and mission Establish a true connection with every guest Exceed guests’ service expectations Ensure every guest leaves feeling better than when they arrived

Aveda Service Cycle

Acknowledge guest in a friendly manner, even if you’re busy. Say “Welcome to Aveda” within the first few minutes. Offer Aveda Comforting Tea on a tray. Ask “Are you familiar with Aveda?” Share the Aveda brand overview statement.

Aveda Brand Overview Statement Aveda is a professional hair and skin care brand with high-performing, plant-based products that treat the earth with respect.

Observe other team members perform the connect service behaviors with their guests.

Transition Tips

?

Consultation Tools

Instant Guests vs. Elite Guests Clock image

Practice performing the discover needs service behaviors with a partner.

Suggest and educate on a system of three or more products. Offer an Aveda Ritual of Renewal. Share a reason we’re different: mission, packaging, sourcing, etc. Provide a Purescription.™ Introduce what’s new.

Solutions Formula “Because (challenge or need) I recommend (appropriate system) Which will (results).”

Suggest and educate on a system of three or more products. Offer an Aveda Ritual of Renewal. Share a reason we’re different: mission, packaging, sourcing, etc. Provide a Purescription.™ Introduce what’s new.

Practice performing the provide solutions service behaviors with a partner.

Invite new guests to join the Aveda guest registry. Explain the Pure PrivilegeSM Program (when applicable). Offer a salon referral. Invite the guest to support the mission by not taking a bag. Walk the purchase around the cash wrap Request permission to follow up (when applicable).

Observe other team members perform the confirm service behaviors with their guests.

Aveda Service Cycle Demonstration and Practice

Knowledge Check

Action Plan