I am about to share some privileged information with you that other Mystery Shoppers are reluctant to provide. And you sure will not find it easily on Google. My gift to you, simply for following along on my blog.
Yay! I was selected by my mystery shopping agency again to do a salon evaluation. I had the choice of either a free haircut or free hair color. I haven't dyed my hair since 2006, so I opted for my much-needed haircut. This salon is awesome as it's more high-end, with quality products that are plant-derived. Another bonus is that the report doesn't take too long to complete. I had to fill out some Yes and No questions related to my experience, and then write out my step-by-step experience. The latter which I'm including for your review here:
Guest Service Experience:
The female staff answered the phone with "It's a great day at (name of salon and location), Can you please hold for a moment?” followed by "Thanks for holding, (her name) speaking". She was polite, courteous and helpful. She asked me if there was a particular stylist I was looking for, or a particular time, and if I had been with them before. I was able to get a service booking on the day and time of request. She didn't say "My pleasure" or "Is there anything else I can do for you today?" Once booked, the day, time and provider’s name were repeated, but the location and service weren’t. I was told “Thanks so much and have a great day.” I didn’t receive a call to confirm my appointment.
When I entered the store, I noticed the two staff behind the counter busy with customers. It was a minute later before I received a friendly greeting from the female staff that just finished with a customer. I was told to have a seat for a minute. I wasn’t offered a tour, but it wasn’t my first time to this salon. I wasn’t escorted to the change area, as the male staff member behind the counter came to where I had been seated and offered to take my jacket. He also asked me if I would like a beverage and he brought me water, as requested.
My stylist greeted me by name and the service began on time. At her area, she assisted me with putting on a robe. She provided me with a dry hair consult, but magazines or portfolios weren’t introduced. Her suggestions were tailored to my preferences. I was given the head massage, but her hand movements were rushed. I was provided with a shampoo and conditioning treatment, but I remember also getting a short head massage by stylists in the past. She was friendly, professional and knowledgeable. She took her time to demonstrate styling techniques for my new haircut, based on my image and lifestyle. I was also provided with a hair care recommendation. Other salon services weren’t recommended. When she applied one product on me, she mentioned the purpose of it. With the other product she used, she didn’t say anything. Purchase recommendations weren’t provided. I wasn’t offered a complimentary make-up touch up. I wasn’t escorted to the change area, as she took my robe from me and brought my jacket to me. I was then escorted to the front desk and asked if I was good for products. I received a pleasant good bye from the stylist, and she remembered to wish me good luck on my upcoming interview.
I was welcomed back to the front desk with a warm greeting, by the female staff that assisted me when I first arrived to the salon. She inquired as to my satisfaction with the service received. She was enthusiastic and efficient, and any final questions were answered. I booked my next appointment, as she stated there was a $100 draw. Further, though I declined, she asked if I would like to donate $2 to a (type of) charity and she pointed to the package of products that could be won in a draw. I was offered a sincere and authentic goodbye.
Unfortunately, I didn’t take a good look as to the cleanliness of the store; however, I did notice that the products I looked at coming in were nicely organized. The entire team seemed to be happy working there and that they got along with each other. I enjoyed my experience and would return again. My stylist was easy to talk with and I liked how she had a good sense of humor. Further, I would recommend the salon and this particular stylist to a friend.
This is a REAL report I used for a salon assignment. This was my step-by-step OBJECTIVE experience at the salon. I grouped it in sections, so it's easier to read the report. I got the heading names from the Yes and No questions that were asked. I also had to scan the receipt, which showed the price of the haircut, the tax, and what I paid for in tip. Yes, you also get reimbursed the tip!
Everything I mentioned was asked of me to observe. One thing I failed to do was observe the maintenance and cleanliness of the store. This is risky, as it could compromise my report as being complete. Thus, always be detailed and thorough during your assignments and in your reports.
As always, whenever I go to this salon, which also happens to be my favorite, the stylist did a great job. And I'm happy with my FREE haircut worth $60. I will definitely be requesting this same mystery shopping assignment again in the future. I just have to wait 6 months, as they don't want you going in more frequently. Reason being it could compromise your identity as being a Mystery Shopper. We wouldn't want that!
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Welcome to my blog on the information and advice you need to know to get started as a Secret Shopper! I love this work and would like to share my experience with you. :)