Privileged Corporate Membership Privileged Corporate Membership

Experience the perfection

.... ...
Asias largest Salon & Spa
History History
Experience the perfection
O TIe IIrsL HeudmusLers suIon opened In WImbIedon
VIIIuge In 1q8z, LIIs suIon opened wILI jusL Lwo
sLyIIsLs und one ussIsLunL.
O Over LIe IusL z8 yeurs HeudmusLers Ius grown Irom
u sIngIe suIon In WImbIedon VIIIuge Lo u qo sLrong
suIon group
O EmpIoyIng over qoo peopIe wILI u group Lurnover In
excess oI z mIIIIon, wILI IorLy-pIus suIons.
O We opened our IIrsL IruncIIse In New MuIden In
1qq;
.... ...
One SLop sIop Ior eeI & ook Good servIces
DesLInuLIon SuIon & Duy Spu
BesL In LIe counLry
CuLers Lo more LIun ;oooo cusLomers unnuuIIy.
TruIned sLuII oI 1o proIessIonuIs.
ServIces : HuIr, SkIn , BeuuLy, NuIIs, TuLLoo, Spu , HuIr TreuLmenL
ndIu`s IurgesL BrIduI SLudIo munned by IIgIIy LruIned muke up urLIsLs
.... ...
Winner oI the best Spalon ( Spa
Salon) award Ior year 2010
Award given by ' ASIA SPA
MEDIA GROUP & GRANT
THORNTON- UK
HeudmusLers uIIIIIuLe SCRATCH
NAS uwurded LIe Lop NuIIs
Compuny
Awurd GIven by TImes OI ndIu
Group- .DIvu Ior yeur zo1o.
.... ...
., . .
World Class Service & Greatest Brands World Class Service & Greatest Brands
.... ...
y Heudmusters? y Heudmusters?
O &nIque posILIonIng In LIe MurkeL pIuce
O uxury, QuuIILy und AIIordubIe HuIrdressIng
O RecognIzed und RespecLed brund
O BuckIng oI u proIessIonuI experIenced Leum
#S#CH M%HODOLOGY #S#CH M%HODOLOGY
O $MPLING TECHNIQUE
O NON-PROABILITY SAMPLING TECHNIQUES
O CONVENIENCE SAMPLING
O Sample Size : 50
O We are using non-probability sampling technique because
we are not sure that a particular person is our respondent
or not.
O We are using convenience sampling because it will be easy
for us to identify and select a person who could be our
respondent for this survey.
O $COPE
The scope our survey is presently confined to Chandigarh
according to the convenience of the surveyors.
$TP $TP
$egmentation Target Positioning
Low value packages Students
Between 12-24
Value for money
Discounts
Superior value
packages
Corporate people
Between 25-36
Luxury and quality
services
Medium value
packages
Headmasters club
members
All age groups
To middle to high-class
female, appearance
and identity are very
important
P's of Headmasters P's of Headmasters
O Price :
$ervices Headmasters
Hair cuts 500
Bridal package 13500 onwards
Groom package 5000 onwards
Beauty package
(women)
1600 onwards
Beauty packages
(men)
1450 onwards
Eyebrow 70
Upper lip 30
Full face 250
Manicure 300
Pedicure 350
P's of Headmasters P's of Headmasters
O Product :
Hair cut for Men, Women and Children
Facial
Spa
Manicure
Pedicure
Waxing and Threading
O Place :
It is located in more than 40 countries in the
world. It is the largest salon in Chandigarh.
They have only 2 branches in Tricity.
P's of Headmasters P's of Headmasters
O People :
Trained and skilled employees create a rapport
with customers by interacting with them, giving
tips and being polite with them. Maintains
customers and employee relationship in good
manner. A feel good experience.
O Promotion :
It is being promoted through Newspaper,
Magazine , Television Internet and Brochures.
P's of Headmasters P's of Headmasters
O Physical Evidence :
Well designed & air-conditioned nice Interior decoration
which looks rich. Waiting lounge, juice bar, Pantry. Place is
tidy and clean. Two or three sweepers keep on cleaning the
floor to maintain the cleanliness.
O Process:
Simple & Transparent.
Customers are greeted well.
Age: Focuses on young, trendy and working dynamic
people. (14-40 yrs)
Gender: It is a unisex salon. Both male and female are
targets
Competitors Details Competitors Details
Customer
Walk in
Reception
Job Card
Waiting
(approx for
10 to 15
min)
Customer being
served according
to their demand
Take
feedback
Reach
head
masters
Get
reminder
call if any
delay
Attended
by
receptiona
ist
Sort
Packages
spa
Tako lho
lioalnonl
":ality
service
,best
q:ality,
best
prod:c
ts :sed
Tell to
Iriends
Expecteu blue piint Expecteu blue piint

&
$
T
O
M
L
R
:stomer
alls
-
Receive
Package
Reg:lar
vsit
Get
appointmen
t
Tell abo:t
vario:s
packages
G! nalysis G! nalysis: :
O Gap 1: Between Customer satisfaction and
company perception of customer satisfaction
Too many layers between Hairdresser and
customer.
Focus on new customers rather than relationship
customers.
O Gap 2: Between Customer driven service designs
and management perception of customer
expectations
Lack of customer driven services.
G! nalysis G! nalysis: :
O Gap 3: Between Customer driven service standards and
service delivery
Do not cater to each and every type oI customer.
Focused on high value services.
O Gap 4: Between service delivery and external communication
to customer
Overpromising in Advertising.
DiIIerences in timings and services across Branches.
nalysis about the $ervice nalysis about the $ervice
Provider Provider
O Their StaII consists oI only employees.
O Around 70-80 oI their sales comes Irom services which
includes around 40 Irom hair care services only.
O Around 20-30 oI their services includes Packages.
O They do promotions through newspapers, magazines,
Television , internet and brochures.
O They improve their services based upon the Ieedback Iorms
they have at the reception.
O They train their employees depending upon the services.
O They have certain clubs Ior kids.
ge Group ge Group
0%
20%
40%
60%
80%
less
than
16
16 to
24
24 to
35
35 to
44
more
than
44
30%
70%
%age
%age
hen would you most often visit a hen would you most often visit a
hairdressers/beauty salon? hairdressers/beauty salon?
0
0.05
0.1
0.15
0.2
0.25
0.3
0.35
0.4
0.45
0.5
33.30%
0% 0 0
0
16.70%
50%
%age
How often do you get your hair cut How often do you get your hair cut
??? ???
16.70%
50%
33.30%
%age
Once a week
Once a fortnight
Once a Month
Less than a month
rom where you have heard about rom where you have heard about
headmaster? headmaster?
0%
66.70%
0%
33.30%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Series 3
Would you prefer hairdresser/beauty Would you prefer hairdresser/beauty
therapist to be of a certain gender? therapist to be of a certain gender?
16.70%
50%
33.30%
0
0.1
0.2
0.3
0.4
0.5
0.6
Yes No Don't Mind
Series 2
What is the most important factor do you What is the most important factor do you
consider while going to headmaster ? consider while going to headmaster ?
0
0.1
0.2
0.3
0.4
0.5
0.6
Location Price Services Others
28.60%
12.00%
57.10%
2.30%
%age
bout the services: %he salon`s atmosphere & bout the services: %he salon`s atmosphere &
decor decor
60% 20%
10%
10%
$ales
excellent
very good
good
average
poor
The treatment you receive from The treatment you receive from
the salon's management the salon's management
43%
27%
15%
10%
5%
$ales
excellent
very good
good
average
poor
%he Quality of services %he Quality of services
85%
15%
$ales
excellent
very good
good
average
poor
feel comfortable with the personality of the staff feel comfortable with the personality of the staff
100%
$ales
excellent
very good
good
average
poor
Waiting time when the appointment is Waiting time when the appointment is
delayed delayed
30%
50%
17%
3%
$ales
less than 10
min
10 to 15 min
15 to 20 min
more than 20
min
receive personalized services & attention receive personalized services & attention
8%
2%0
$ales
excellent
very good
good
average
poor
Would you be willing to pay a higher price for Would you be willing to pay a higher price for
fair trade beauty products? fair trade beauty products?
57.10%
42.0%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Yes No
%age
%age
Would you prefer to continue with the Would you prefer to continue with the
services of Headmasters? services of Headmasters?
57.10%
42.0%
$ales
Yes
No
f No why ??? f No why ???
0
0.1
0.2
0.3
0.4
0.5
0.6
Time
Problem
Prices Unfriendly
Staff
Poor
Services
57.10%
14.30%
18.60%
10%
%age
#ecommendations #ecommendations
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O Rotating Marketing Campaigns.
O Place your salon logo and contact details on the products you
sell and give away.
O OIIer a Iree product with service (Iree conditioner with
highlights)
O OIIer a Iree service with other service (Iree manicure with
pedicure)