Physical surrounding

1. Ambient Dimensions
Colors: An Nhien has cool color tones: green, white, and beige. It brings a feeling of
calmness and brightness
Scent: We use lemongrass essential oil becausse it has a fresh and pleasant fragrance that can
make customers instantly feel relaxed
Music: We understands that music is one of the mots important factors that help us enhance
customer experience. So, we play 2 main types of music in two areas:
First+ The waiting room area wil play Lofi music without lyrics. During the waiting time,
using sound effectively can shorten our customer's perception of waiting as they relax their
minds to the melodies.
Second+ The service area will play gentle piano music with the sound of a gurgling stream.
so customers can both enjoy the service and take a short nap after their working
2. Layout
-Floor plan

We have 5 Floor. And each floor will perform a separate function:

 The Basement: is a parking place for customers and employees
 Floor 1: include Reception desk, customer waiting room and hair drying area
 Our Services will be served on floor 2,3,4
 Floor 5: include breaking room, laundry room

-Reception desk and customer waiting room

We have comfortable sofas, a lot of glass panels surrounding to help the space look larger as
well as receive natural daylight sources. Beside that, we put many trees to bring a fresh, airy
feeling. To help waiting time doesn't get boring ,We provide herbal tea and cookies and also
have a shelf of books with many beauty magazines
-Service area
Each room of An Nhien has 4-6 beds, each bed is 2 meters apart, spacious and convenient to
easily movement. We have separating curtains to ensure privacy.
-Hair drying area
Equipped with a mirror in front so customers can see their flowing hair after shampooing
Laundry area
It’s Arranged neatly and so that we avoid losing things. The room is divided into two sides,
one side is the place for the washing machines, lined up with each other and the other side is
the clothes dryer
-Signage
The An Nhien signboard is printed in a large white color stands out against the green wall of
the building and is placed high up facing the main road, making it easy for everyone to see
from afar. There is also a smaller sign with the store's name

There are types of explicit signals given to remind about behavioral rules such as: no
smoking, no pets will be hung on the wall, or in the toilet with a sign prohibiting throwing
litter down. There is also a sign announcing free wifi.
People
Experienced nourishing shampoo and spa specialists: they are people who already have
experience, and business owners do not need to spend a lot of time training. Their skill and
ability to handle situations are also better than a new one
The most important criteria:
-Have a practicing certificate and high professional qualifications
Organize interviews:
-Required practice and observation of highly skilled techniques such as Massage therapy, or
and acupressure

Newbies: usually students who have just graduated from vocational school, trained in spa
knowledge as well as spa techniques, with basic experience and will not have the opportunity
to practice much with people in real environments. For newbies, An Nhien will be easy to
train in our own direction. New employees will also be more open to absorbing and learning
from the first environment they come into contact with.
The most important criteria:
-Have basic knowledge about this service industry. Because this is the foundation needed to
develop other skills.
Organize interviews:
-Test basic understanding of
+ Scalp types: oily/dry/combination/sensitive
+Hair type: thin/thick/frizzy hair
Consultant (customer care, receptionist): ss the "brand face, and has the role of " the bridge"
between customers and An Nhien
The most important criteria:
-Tall, well-groomed appearance, beautiful smile and well-spoken
Organize interviews:
-we can Give some situations and see the way how they solve the problem
+ Customers are angry when the service does not meet theirr expectations.
+ Customers quarrel with staff
Organization Culture
Core value:
-Professional service
-Suitable price
-Dedication to customers
-Friendly and relaxing environment

For employees: to have a positive work environment

-Create all conditions for employees to develop personally and professionally: Training and
support programs are provided to help they develop skills and improve work performance.
-Build teamwork spirit: Encourage cooperation, information sharing and mutual respect.
Create activities and events to enhance team spirit and cohesion among members
-Pay attention to their work-life balance: through provide flexible working

For customers:
-Care and dedication: An Nhien puts customer satisfaction first. Every decision and action is
based on providing the best customer experience.
-Respect privac
-Service quality: Ensure staff are well trained in skills and expertise

In addition, there are some taboos to ensure the civilized environment

For employees:
-Do not use the phone while working
-Do not dress offensively or inappropriately for the working environment, must wear
prescribed uniforms
-Do not engage in unprofessional behavior that affects the business

For customers:
-No smoking in the store
-Do not make noise that affects the experience of other customer