Quality Management of client care in the hair and beauty sector

Assignment 1

Contents page

Introduction 3

Task 1
Describe different quality assurance and inspection processes used within the hair & beauty sector. 4

Task 2
Analyse the impact of client satisfaction on a hair/beauty business and explain the importance of meeting client’s expectations. 6

Task 3
How to conduct a client satisfaction survey? 9

Conclusion 11

Appendix 12

References 13

Bibliography 14 Introduction

In this assignment I shall be discussing ways in which quality management can be measured within the hairdressing industry.
I will be looking at different quality assurance and inspection processes. …show more content…

Hairdressers came out on top scoring an impressive 84 out of 100.
Ref 4
Hairdressers best for customer service-11/01/2008(hairdressers journal interactive) www.hji.co.uk

The foundation of a successful business is great client care and if your salon meets your client’s expectations you will have a winning combination.
Customer service impacts on company profits.

Customer satisfaction is the state of mind that customers have about a company when there expectations have been met or exceeded over the lifetime of the product or service.
Ref 5 www.qualitydigest.com, If a client is satisfied with the service provided they will keep coming back. They will become a loyal customer which means repeat business. They will also be more likely to tell their friends which will mean potential new customers and an increase in profits.
Customer’s expectations are what drives your business and keeps them coming back. The Salon image is also enhanced by providing good customer service. The quality of service and products used in the salon could give the salon a ‘star’ rating as in the good salon guide

Customer satisfaction statistics:

• 91% of unhappy customers will never purchase services from you again. 1
• For every customer who bothers to complain, there are 26 others who